Job Description
Job Title: / Customers Services Team LeaderFaculty/Department: / The Library - Customers Services
Reporting to: / Operation Manager
Duration: / Maternity Cover
Job Family: / Library
Pay Band: / 5
Benchmark Profile: / Team Leader (Library) Band 5
DBS Disclosure requirement: / N/A
Vacancy Reference: / LL0041
Details Specific to the Post
Background and Context
The Customer Services Group is part of the University’s Library. The Group is responsible for the provision of all frontline services within the Brynmor Jones Library on the Hull campus. The Library is at the heart of the academic life of the University and attracts several thousand students, staff and external users every day. It also includes an art gallery and exhibition and event spaces whose routine operation is also the responsibility of the Customer Services Group. A major £28 million redevelopment of the Library was completed at the beginning of 2015, and the Library is now open 24/7 throughout University semesters.
There are over forty members of staff in the Customer Services Group and they are all involved in providing services and supporting users in a very busy and quite complex environment. The Customer Services Supervisors play key roles in the deployment and management of frontline staff on a day-to-day basis.
Overall purpose of the role
Reporting to the Operations Manager in the Customer Services Group, the post holder will have responsibility for the supervision of the Customer Services Library Assistants within the Brynmor Jones Library. The post holder works very closely with the team and will be proactive in deploying the team according to need. They are expected to be fully conversant with all policies, procedures and working practices applicable to the delivery of customer services, to be highly visible to staff and customers, and to be role models for excellent customer service. The Supervisors are also expected to contribute to the support and performance management of the Library Assistants, and to be part of the management team of the Customer Services Group.
GENERIC JOB DESCRIPTION
The job duties and responsibilities listed below are intended to describe the general nature of the role. The duties and responsibilities and the balance between the elements in the role may change or vary over time depending on the specific needs at a specific point in time or due to changing needs in the department. Candidates should note that there may not be an immediate requirement to carry out all the activities listed below.
The role holder:
o Will provide library support to staff and students.
o Will have practical working knowledge of the system/process/operating environment gained through formal instruction and/or experience.
o May have specific responsibility for a clearly defined section or sub-section of work and will use initiative within the boundaries of the role in line with University policies and procedures. This will include the discretion to deal with non-routine queries and/or issues but more complex situations will be referred to senior colleagues.
o Will monitor progress of self and the team and prioritise tasks/activities effectively within agreed objectives.
Main Work Activities
Communication
· Administration of Library Regulations, policies and procedures;
o Governing access to the Library.
o Management of fines.
o Enforcement of borrowing entitlement.
· Deal with jobs raised through the recognised University call logging system.
· Carry out return to work interviews.
· Respond to email enquiries.
· To respond efficiently and speedily to any equipment and maintenance problems
Teamwork
· Provide advice and guidance on Library Regulations, policies and procedures.
· To participate in and host team meetings
· To respond to escalated customer queries passed along from frontline staff
Service Delivery
· Ensure the team can deliver effective customer service. This will include:
o Customer queries and complaints.
o Timetabling staff to ensure all service points are covered.
o Respond efficiently and speedily to any equipment problems which may affect service delivery.
o Manage administrative procedures relating to service delivery.
· Provide appropriate support to colleagues from across the University. This will include academic and administrative staff.
· Develop and manage systems that will improve the efficiency and effectiveness of customer services.
Planning and Organisation
· Organise and represent the area at internal events.
· To supervise the daily operational services provided by the Customer Services Library Assistants
· To develop new policies as required in relation to operational services
· Manage, alongside others, emergency situations and health & safety issues.
Analysis/Reporting
· To collect, analyse and make use of management information to assist in the continuous improvement of frontline services.
· Use University systems to input data and produce regular reports.
· Use databases (internal/external) to support the work of the department.
· Administration duties including cash handling.
· Uses data to monitor library use and staff absences.
Additionally the post holder will be required to:
· Fulfil the employees’ duties described in the University’s health and safety policies andco-operate with the health and safety arrangements in place within the department. May be required to undertake specific health and safety roles on request e.g. Display screen equipment assessor, departmental safety officer, fire warden
· Show a commitment to diversity, equal opportunities and anti-discriminatory practices This includes undertaking mandatory equality and diversity training
· Comply with University regulations, policies and procedures
COMPETENCY SPECIFICATION
To fulfil your role, you will need certain knowledge, skills and competencies. The following competency specification provides a framework within which your performance will be assessed. The interview assessment may include, for example, testing on IT skills.
The Competencies set out below are essential and are core requirements needed to perform the role and any candidate who fails the requirement will not be taken forward for further assessment or to interview.
Competency Identified by
Knowledge and Experience
Knowledge and experience of supervising teams in a customer service environment. / Application/InterviewCan demonstrate the ability to use a broad range of products from the Microsoft Office suite and have the ability to learn new systems and software. / Application/Interview
Has a good general education showing clear evidence of literacy and numeracy. For example, GCSE Maths and English. / Application/Interview
Communication (Oral)
Can demonstrate the ability to exchange basic information promptly and in a courteous and effective manner to students, colleagues, line managers and external contacts. / Application/Interview
Communication (Written)
Can demonstrate the ability to summarise information accurately, in a well-structured, clear and concise form. / Application/Interview
Teamwork and Motivation
Can demonstrate the ability to lead the team. Clarifies priorities and ensures they are understood by team members. / Application/Interview
Service Delivery
Has knowledge and understanding of services available to users of this and related areas of work and ensures that the experience of each customer is positive and satisfactory. / Application/Interview
Planning and Organisation
Can demonstrate the ability to ensure that the work is carried out effectively and that resources are available to meet demand. Identifies the need for further action and resources by monitoring progress. / Application/InterviewInitiative and Problem Solving
Can demonstrate the ability to solve standard, predictable problems in accordance with procedures and precedent. / Application/Interview
Analysis/Reporting
Can demonstrate the ability to use appropriate sources of data to answer questions, gather data systematically and carry out basic analysis accurately and methodically. / Application/Interview
Team Leader (Library) Band 5 (Generic)
4 June 2011
Version 12