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Customer Services Operations Manager
3 months ago
Salary: £29,605 to £30,487 with progression to £32,982 per annum
Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.
Closing Date: 23 June 2024
The Role
Newcastle University Library is the only University Library in the UK to have received the Charter Mark five times, and now holds the Customer Services Excellence award which replaced it, illustrating our dedication to delivering a friendly, professional, and efficient service to all our customers.
To read more about us, please click here.
You will be responsible for overseeing the day-to-day operation of front of house customer services in a busy university library. This will involve allocating and coordinating a complex staff resource and ensuring that a high-quality service is provided to customers.
The ideal post-holder will be highly organised, and excellent communicator and an experienced staff manager. Knowledge of front-line library services and systems would be an advantage but is not essential.
Informal enquiries may be addressed to Anne Middleton: , and Susan Willcox:
Interviews will be held on the 8th and 9th of July.
The post is full time, fixed term for 12 months.
Key Accountabilities
- Take responsibility for the day to day management for the Customer Services team including staffing, resources, processes and procedures, allocation of duties, timetabling and health and safety. Consult and refer complex queries to appropriate teams and colleagues
- Ensure Customer Services team compliance with University internal policies and procedures, for example, health and safety, HR sickness absence and capability polices. Undertake necessary health and safety risk assessments, overseeing incident reporting and coordinating health and safety training as required
- Co-ordinate and deliver training for individuals and teams. Lead on the development and delivery of customer care training across the Library to ensure high levels of competence and knowledge with a focus on meeting customer needs
- Support the Head of Customer Services and other managers in the development of policies and procedures and undertaking regular reviews of existing policies and procedures, to ensure best practice across the service, and take responsibility for key areas where required
- Assist the Head of Customer Services with staff management including recruitment, training and development; coaching and guidance; discipline and grievances and the associated administration
- Liaise with relevant staff across the Service on system configuration, problems, testing and developments to ensure systems used by Customer Services are able to deliver a high-quality service which meets customer needs
- Respond to customer complaints and queries in a professional, consistent and timely manner, investigating and identifying solutions and where appropriate implementing change to ensure excellent customer service at all times in line with Library rules and procedures
- Take a proactive role in monitoring the delivery of services and ensure the provision of a high-quality customer experience. This will include collating and analysing statistics, management information and feedback relating to services that can be used to measure performance against standards and to inform service development
- Manage specific projects as directed by the Head of Customer Services
- Liaise, on behalf of the Customer Services team, with other sections of the Library and other units of the University, for example, IT Services and Student Wellbeing
- Other duties as may be required, commensurate with the grade of the post
The Person
Knowledge, Skills and Experience
- Experience in managing and supervising staff
- Substantial experience of working, and supportive team-working, to provide excellent customer care
- Excellent interpersonal, communication and organisational skills
- Proven ability to manage own time effectively and apply initiative
- Proven track record of developing and reviewing policies and procedures
- Ability to lead on staff customer care training
- Good IT skills using Microsoft Office packages and web-based software
Attributes and Behaviour
Planning and Organising
- Excellent organisational skills and the ability to handle effectively a range of task simultaneously, work well under pressure and to tight deadlines
Finding Solutions
- Ability to use initiative and judgement within the parameters of responsibility of the role
- Recognises urgency and takes decisive action when required
- Agility and flexibility within the role
Delivering Services
- Knows and understands customer/stakeholder needs
- Continually seeks feedback on service performance and looks at ways of improving service levels based on feedback
Team Working
- Operates effectively in a number of different teams and groups.
- Ability to build positive working relationships and deal effectively with stakeholders at all levels
Communicating
- Understands how best to communicate with the others, correctly interpreting the right way to approach a situation.
- Clear and concise; gets the message across to others.
Qualifications
- Minimum of 3 A levels at grade C or above, or equivalent qualifications/experience
Newcastle University is a global University where everyone is treated with dignity and respect. As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.
We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams, we believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.
At Newcastle University we hold a silver Athena Swan award in recognition of our good employment practices for the advancement of gender equality. We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education REC. We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.
In addition, we are a member of the Euraxess initiative supporting researchers in Europe.
Requisition ID: 27285
