Head of Customer Service

  • Job Reference: 020148
  • Date Posted: 29 August 2019
  • Recruiter: Durham University
  • Location: Durham
  • Salary: £52,560 to £59,135
  • Sector: Higher Education
  • Job Type: Permanent

Job Description

In January 1833 Bishop William van Mildert donated 160 volumes to found the University Library, located on Palace Green. Today the University Library and Collections offers spaces, collections, expertise and services supporting education, research, the wider student experience and cultural and educational outreach. Collections and services operate across a wide estate of libraries, museums, galleries and exhibition spaces, including the UNESCO World Heritage Site on Palace Green. Our nationally and internationally recognised collections span early books and manuscripts, museum objects and art, print and electronic materials and include a repository of digitised materials, research outputs and research data.

We are an ambitious and developing team with a focus on providing the best experience for our students, researchers and the wider community. We are valued partners working with students, professional services and academics across the University, and professionals and organisations regionally, nationally and internationally.

The University Library and Collections is made up of six sections: Collections; Customer Services; Education, Learning and Engagement; Research and Systems; Museums, Galleries and Exhibitions; and Finance and Administration. Staff work flexibly between the sections, enabled by cross-cutting groups, Education, Research, Collections and Engagement, and a Programme and Project Steering Group.

The Library’s Customer Services Team, under the leadership of the Head of Customer Services, provide all front-line (face to face and virtual) customer, visitor and enquiry services. They ensure service across our estate which includes 21st century buildings providing library and study facilities, and listed buildings housing archives and special collections. Our venues (including the nationally recognised Oriental Museum), provide space for education, learning, research and outreach to a wide range of stakeholders including the local community. The Customer Services Team has a head count of 70.

The role holder will take the strategic lead for:
• The development and direction of innovative frontline and virtual customer services for the University Library and Collections
• The development of high quality and innovative spaces and venues: ensuring all sites provide exceptional facilities and that the closed access stores are fit for purpose.

Click here to view the Recruitment Pack 

Closing date: 20th September at 12.00 noon.