Customer Support Team Leader

Permanent role,11.23 hours per week, 0.3077% FTE.

You will provide day to day supervision of staff working in Customer Support, managing workflow and ensuring service standards are met.

You will be educated to A level standard, possess supervisory skills and have the ability to manage and motivate a team. You will have recent experience of delivering front line customer services and handling difficult situations. You will need to have confident inter-personal, communication (oral and written) skills coupled with well-developed organisational skills and effective time management skills. You will be an effective team player and be adaptable to meet service demands.

Ideally you will hold a professional training qualification and/or have experience of delivering on-the-job and group training/presentations to staff and students.

The hours for this post are:
Thurs 17:00 -21:45, Sat 08:15 -13:00 x 52 weeks per annum plus Fri 13:30 - 16:30 x 30 weeks per annum.

Interview date: TBC.

**JOB PURPOSE**

To be responsible for the day-to-day management of the staff and service provision, ensuring effective, efficient and high-quality services are delivered at all times.

**DUTIES & RESPONSIBILITIES**

**1.** To be responsible for the day-to-day supervision of staff working in Customer Support, managing workflow and procedures to ensure service standards are met.
This will involve:

- Assisting with the recruitment and selection of new staff.
- Delivering and arranging training (in-house) and making recommendations for externally provided training as appropriate.
- Coaching and motivating of team members to improve performance.
- Allocating work to staff to ensure deadlines are achieved.
- Scheduling and deployment of staff across all Customer Support service areas, preparing rotas and timetables, and arranging cover for staff absences to ensure adequate and appropriate staffing levels are available as required throughout the staffed services opening hours.
- Actively monitoring the delivery of the service throughout the shift effectively deploying/re-deploying staff, maximizing the usage of self-service equipment, identifying and actioning back-up support for critical service points and other Team Leaders as necessary.

**2.** To provide and ensure provision of an efficient and effective (first-line) customer support, lending and circulation, copyright, enquiry, and complaint service, in person, by telephone and electronically. To handle and respond directly to second line requests, enquiries, and complaints where appropriate, referring/escalating specialist/complex queries or complaints to appropriate area in accordance with agreed procedures. This will include liaison with other teams within the Library and the wider University as appropriate.

**3.** To ensure adherence to University and Library financial procedures and audit requirements, particularly in respect of cash handling, invoicing for lost books/non returned items and outstanding fines. Advice to be sought from Cash/Academic office as required.

**4.** To act as the Incident Co-ordinator in the event of an emergency evacuation. Additionally in the absence of relevant personnel (i.e. Library management, Duty Manager and Library Digital Services Team), take operational responsibility for the Library building, facilities, occupants and service, maintenance of services, managing service interruptions, equipment failures, security or safety incidents as these arise, taking appropriate action to mitigate identified risks, ensuring that temporary emergency measures are put in place to keep services running and that full service is restored as quickly as possible. Be the principal point of contact in these circumstances for Library/University staff, contractors, suppliers, and emergency services, reporting as appropriate and in accordance with Library practice.

**5.** To organise and maintain the customer areas to a high standard. Ensure information and support available to customers is accessible and visible. Take responsibility for health and safety matters in relation to the area/Library as appropriate. Report and monitor resolution of faults with equipment to the appropriate agency.

**6.** To take responsibility for the reconciliation and banking of all monies raised from the library and photocopying service; recording and balancing of weekly, monthly, and yearly figures and accounts; stock control and management of credit/debit card system; preparation and completion of sales and purchase invoices. Extensive use of, SAP, the University’s Financial System.

**7.** To actively monitor the performance of the service on an ongoing basis, providing management information and statistics as appropriate. Maintain accurate records of performance and procedures, such as incidents, utilising these as appropriate to inform service development.

**8.** To contribute to the planning and development of the service and wider Library service, participating in Library p