We are looking for a Reference Services Manager to join our Library at the House of Lords. This is a position where you will be responsible for providing reference and information services to Lords Members to support their parliamentary work. You will have a key role in enabling frontline staff to deliver consistent, quality enquiry responses by providing appropriate guidance and feedback to staff, and through organising regular training and development opportunities for the service delivery team. You will ensure delivery of an impartial, authoritative, and timely service.
You will lead the provision of a seamless customer service for Members contributing to regular desk shifts, with responsibility for overseeing the Library’s enquiry handling process, and making sure relevant Library products and resources are available and accessible to users.
You will work in partnership with Library colleagues, including those responsible for research services, collections management and training, to ensure a consistent customer experience across all delivery channels, in line with the Customer Service Excellence standard to which the Library is accredited.
You will be expected to take a lead role in the quality assurance of enquiry responses, reviewing feedback across in-person, onsite and digital services.
This is an opportunity to work on a hybrid basis where you will be able to work 1 day from home and other days onsite at Parliament – this will vary depending on the business of the House.
You will need to be available to work one evening per week as part of the Library’s evening service rota. This is currently completed from home, for which an annual allowance is payable. Arrangements will be discussed with the successful candidate.
You’ll be accountable for:
- Day to day operational management and co-ordination of the Library’s reference enquiry service, encompassing two sites, both in person and remote service delivery.
- Managing oversight of the desk duty rota for the Library’s enquiry points, and ensuring that there is appropriate cover to deliver all services.
- Providing an excellent reference enquiry service as part of the desk rota, including supervising the work and training of colleagues.
- Providing guidance and acting as a visible point of consultation for all enquiry staff, including giving timely and constructive feedback on the quality and development of enquiry work & customer service.
- Working under pressure as part of a frontline service team and using problem-solving skills, to ensure delivery of accurate results to users with challenging deadlines.
- Overseeing circulation of Library materials and the management of key processes such as inter-library loans and overdue notices.
- Documenting customer service policy and practice. Ensuring guidance material is updated, informative & communicated to relevant stakeholders.
If this sounds like something you would like to hear more about, please apply below.
What we’re looking for:
- Experience of operational management in the library, archives, or information management sector.
- Strong communication skills – written and oral - with good attention to detail.
- Strong people management skills – leading & contributing to a diverse team.
- Excellent customer service skills & experience
- A demonstrable understanding of current affairs and the work of the UK Parliament and legislative process.
It would be even better if you had or if you’re willing to learn…
- Desirable to be a qualified/accredited librarian/archivist/information manager or similar.
The job description provides full details about the role and what we are looking for.
What you’ll get in return:
- 30 days annual leave (increasing to 35 after one years’ service).
- Generous pension scheme.
- Discounts from well-known brands and retailers.
- Parliamentary health and wellbeing programme.
- The opportunity to witness history in the making!
The work we do is vital to House of Lords, and you will be a pivotal member in the team strengthening the work of the House. The House of Lords is the second chamber of the UK parliament. It is independent from and complements the work of the House of Commons to:
- Make laws.
- Check and challenge the actions of the government through questions and debates.
- Investigate public policy and provide a forum of independent expertise.
Please complete your online application by 23:55 on Sunday 15th September 2024.
If you require any reasonable adjustments during the application process, please contact HLRecruitment@parliament.uk
Job offers are standardly offered at the minimum of the salary range.
The House of Lords Administration is committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all candidates regardless of their age, caring responsibilities, disability, gender/sex, gender reassignment/trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sexual orientation and socio-economic status. The Administration will also consider flexible working arrangements and reasonable adjustments.
We welcome and encourage job applications from people of all backgrounds. For this role we particularly welcome applications from groups which are currently underrepresented within the team, including applications from Black, Asian and ethnic minority candidates and candidates with disabilities.