University of Hertfordshire

University of Hertfordshire

Customer Services Manager

Post Title: Library Customer Service Manager

SBU/Department: Library and Computing Services, Library Customer Service Team

FTE: 1.0 fte (working 37 hours per week)

Duration of Contract: Permanent

Salary: UH7 £37,099pa to £40,521pa with potential to progress to £44,263 pa on achieving designated skills and experience.

Annual Leave: 30 days plus standard public holidays and an additional 4 days including the closure between Christmas and New Year

Location: College Lane Campus and De Havilland Campus Hatfield

The Library Customer Service Team provides, manages and supports University learning environments, most notably those within the University's twin Learning Resources Centres (LRCs) which are available to students, staff and visitors day and night throughout the year.

Main duties and responsibilities

Our Library Customer Service Managers lead the team and collaborate with a wide variety of internal and external partners in ensuring the effective day- to-day delivery of the services and facilities available across our learning spaces. In addition to line managing front-line staff, the post holder will ensure that all visitors experience a high standard of customer service, enjoying a welcoming and inclusive environment that meets their independent study needs. This includes ensuring that the learning spaces are fit for purpose, well maintained and meet all relevant legal and regulatory requirements. The Library Customer Service Managers also play a major role in identifying and understanding future needs and then planning and implementing positive change.

Skills and experience required

You will have proven experience of managing a busy customer facing environment including line managing, motivating and developing a diverse team. You will be a good leader, with a ‘can do' attitude and effective problem solving skills. You will have the ability to work collaboratively and calmly under pressure, prioritising changing workloads and delegating effectively. With practical IT skills, excellent written and verbal communication skills, you will also have experience of improving services and implementing positive operational change.

Qualifications required

Education to a minimum of a degree or equivalent, or proven experience

Please view the job description and person specification for a full list of the duties and essential criteria. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made

Contact Details/Informal Enquiries: Peter Hanna, User Experience Manager at [email protected]

Closing Date: 03 December 2023

Interview Date: TBC

Reference Number: 055756

Date advert placed: 17 November 2023

Our vision is to transform lives: UH is committed to Equality, Diversity and Inclusion and building a diverse community. We welcome applications from suitably qualified and eligible candidates regardless of their protected characteristics, and recognise there are different ways applicants may achieve the criteria in this document. We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and free Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts

Job details


Customer Services Manager


University of Hertfordshire


United Kingdom


November 18, 2023

Application deadline

December 03, 2023

Job type



Computer Science,Education

About the employer

Formerly recognized as Hatfield Technical College, University of Hertfordshire is a public university which was established in the year 1952. This university primarily developed its roots in aeronautical engineering. In the year 1961, it was given the status of a regional college by the Ministry of Education. The British Government granted this college the university status in the year 1992. The university has multiple research centres in various fields including health and human sciences, arts and humanities and science and technology.

The University of Hertfordshire has two campuses, namely De Havilland and College Lane, which are spread across sprawling premises. The campuses offer on-campus accommodation to the students and are equipped with many first-class facilities such as a gym, central hub and social spaces. They also have sports facilities, including a pool and a climbing wall. De Haville Campus opened in the year 2005 and is provided with a computer centre, library and resource centre. Both the campuses are accessible by bus and trains. The university offers bus services to the students called Uno. Uno provides safe rides to the students and staff members at a discounted rate. The university has many educational spots, including a creative art gallery, biology lab, aerospace lab, simulation wards, observatory and a law building.

This university offers placement opportunities in many areas such as business, creative arts, physics, maths and law. According to the Complete University Guide 2015, it has the lowest rate of 'student relevant' crimes. The Trident Media Radio is the campus radio operated by the students. This university has a plethora of partners. Some of them are McGill University Canada, University of Okhalama and James Cook University. The university has developed many notable alumni that are doing successfully in their fields. Tony Banham is the Founder of Hong Kong War Diary Project. Helen Lederer is a famous actress and comedian. Minister of International Trade and Industry of Malaysia, Darell Leikin graduated from the University of Hertfordshire. Chris Gubbey is Auto Executive for General Motors. Upen Patel is an acclaimed film actor and a model. BBC presenter, Kate Bellingham is a renowned alumnus of this university. In addition, it has also produced many eminent sports personalities such as Ajaz Akhtar, who is a British cricketer and Noah Cato, who is a rugby union player.

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