College Library Support Team Supervisor

4 weeks ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
To proactively deliver a first-class customer service to all users of the College Library Support Team service points as part of the Reach Out team. Ensure day to day customer focused delivery of high quality services that maximise service quality, efficiency and continuity to increase student and staff satisfaction.
To provide highly effective professional supervisory support and day to day leadership to your team of Senior Library Assistants and to work collaboratively with Reach Out managers and other team supervisors to proactively deliver operational objectives, planning and prioritisation.

**Main Duties and Responsibilities**
1. Deliver friendly, customer-focused, proactive support to a diverse range of users at the Vet/Dental/Chemistry libraries and the main University Library by maintaining a high profile presence, proactively managing and taking action to resolve enquiries and deliver an excellent customer experience in person and/or digitally.
2. Train, develop and monitor performance of the team to deliver a first class Reach Out service to all users of the CLST services. Ensure effective communication by way of handovers, efficient use of tools including MS Teams and regular meetings. Ensure procedures and processes are accurately recorded.
3. Actively contribute to planning and development of the Reach Out service through regular discussions with Reach Out Supervisors and Managers and planned staff feedback sessions. Identify and report key trends and opportunities for service enhancement to CLST Manager, contributing to the continuous development of the service by using your skills in an innovative manner and enhancing the service provision. Effectively support, motivate and develop staff to maximise the contribution they make.
4. Support College Librarians with various tasks as directed by CLST Manager, focused on the collections, such as replacements of missing/damaged items, promotion of new resources, routine checking of physical collections, bibliographic records and weeding.
5. Supervise daily tasks and operational activities of the team, revising rotas to ensure a consistent service, always striving to improve the overall customer experience of the library services and facilities on offer at the University.
6. Deliver tours and introductory/undergraduate level inductions as required to colleagues from within the University, students, and to external visitors as agreed with the CLST Manager.
7. Actively contribute to social media/blog/digital signage to promote CLST services, highlight new additions to the collections and raise awareness of our collection treasures. Plan and liaise with colleagues in the team and others including the Information Office.
8. Oversee all circulation activity, monitor trends in collection usage, including Short Loan Collections. Plan and liaise with colleagues in the team and other teams including College Librarians, Access and Acquisitions, and Collection Services as required.
9. Supervise monetary transactions and banking processes across branch libraries, working with colleagues in Library Services and the Information Resources Team. Ensure GDPR compliance and appropriate records management.
10. Adopt a proactive approach to Health and Safety compliance, maintain a safe environment for library users and our staff. Ensure all maintenance and facilities issues are reported appropriately and actioned.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

**Desirable**:

B1 Proven supervisory and team leadership skills.

**Skills**

**Essential**:

C1 Proven interpersonal skills to work effectively with diverse user groups.
C2 Proven communication skills to share information and updates with colleagues using various methods.
C3 Ability to supervise, work well as part of a team and prioritise tasks according to business need.
C5 Ability to resolve complex enquiries and share outcomes with team members to develop their knowledge and skills.
C6 Proven initiative and judgement to resolve operational issues independently or escalate where appropriate.
C7 Proven commitment to continuous professional development to enhance own skills and knowledge.
C8 Willingness to train and motivate team members in order to develop their skills and sense of job satisfaction.

**Desirable**:

C1 Knowledge of library management systems.
C2 Presentation and public speaking skills.

**Experience**

**Essential**:

E1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post havin

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