Assistant Customer Services Manager for College Libraries

  • Job Reference: 24000638
  • Date Posted: 10 May 2024
  • Recruiter: Durham University
  • Location: Durham
  • Salary: £29,605 to £36,024
  • Sector: Higher Education
  • Job Type: Permanent, Full-time

Job Description

Assistant Customer Services Manager for College Libraries

Ref: 24000638

Grade 6: £29,605 - £36,024 per annum

Closing date: 11:59pm on 23 May 2024.


The University

At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. We would be thrilled if you would consider joining our thriving University.

The Role and the Department

This is a new post and an exciting opportunity to develop relationships between the main university library and Durham’s college libraries. You will be based in the Customer Services section of University Library and Collections, and work collaboratively across all our teams. You should be passionate about the opportunities libraries provide and open to creative and different ways to achieve this.

In conjunction with the Head of Customer Services and the Library Customer Services Manager this post will take a coordinating approach across the college libraries. You will develop a strong, proactive relationship between college libraries and University Libraries and Collections. You will advise on and support the development of College Libraries and their collections through:

  • Management of the relationship between Colleges and University Library and Collections for all aspects of library services.
  • Providing professional library and related guidance and advice to staff and students with the operational running of College Libraries.
  • Liaison with Library and Collection teams, including our acquisitions, cataloguing and systems teams, to ensure processes work for everyone and support communication.
  • Support for development, bids, projects, refurbishments as appropriate.
  • Developing and applying common frameworks, guidance and good practice documents.
  • Contributing to library projects and initiatives, including refurbishment, user engagement, stock management.
  • Support colleges in recruitment of student College Library Officers as required.
  • Identify, coordinate and deliver training and support for Student College Library Officers and volunteers.
  • Facilitation of the College Library Officers meetings and sharing of best practice.

There are opportunities for some hybrid working. The post will be based at Bill Bryson Library. Our colleges are located across the City of Durham, and you will regularly attend them onsite.

The Customer Services Team provide all front-line (face to face and virtual) customer, visitor and enquiry services for the Library and Collections. This includes services at our in-person and virtual enquiry desks at our libraries, visitor attractions, museums and castle. Our team is responsible for library circulation processes, operations and delivery, library disability support services for students, user communication, visitor experience, access to our buildings and management of our spaces. We lead on User Experience work for the department, taking a user centric approach to service development and delivery. We also lead on buildings support and health and safety for the department.

Durham is a collegiate University. Many of the colleges have a library facility, of varying sizes and activity that reflect the character and needs of individual colleges. They are run operationally by the colleges who appoint and manage student library officers and student volunteers. Each library is different and is college led; we look to celebrate those differences.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:

  • 27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.
  • No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
  • Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
  • On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.
  • Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).
  • There is a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
  • The opportunity to take part in staff volunteering activities to make a difference in the local community.
  • Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.
  • We offer generous pension schemes.

Durham University is committed to equality, diversity and inclusion

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.