User Services Team Leader

Birkbeck, University of London, is seeking a User Services Team Leader to join the University Library this Autumn 2024. This is an exciting opportunity to join and help shape the newly formed User Services team and make a difference to the student experience at Birkbeck. As a User Services Team Leader, you will be responsible for the day-to-day management and delivery of a first-class customer service to all users.

The User Services team plays a key role in providing a high-quality IT and Library customer-focussed service while working at the service desks in the Library and responding to enquiries in-person and online.   

We are looking for an enthusiastic and highly motivated person to join a small team of Team Leaders who oversee the day-to-day operations of the team, ensuring effective support and advice for IT and Library services. You will be sharing the responsibility for line managing a team of supervisors and assistants with three other team leaders and will participate in the rota to cover the online and in-person enquiry service between 8am and 11.45pm. 

You will be able to use your initiative and problem solve to support the day-to-day operation of the service. You will be an effective communicator and passionate about managing staff and have a proven ability to motivate them.   

You should have previous experience of working in a public-facing role and as part of a team, possess excellent interpersonal skills and a commitment to the provision of an excellent customer service to information services users.  

This is a re-advertisement. Previous applicants need not apply.

Contract:

This role is offered on an open-ended basis. This is a part time role, working 31 hours per week Tuesday and Wednesday 4pm – 9pm and Thursday to Saturday 1pm – 9pm.

Closing date is 17 September 2024. Interviews will be held on 27 September 2024.

Salary and benefits:

£32,898.08 rising to £37,523.28 per annum (actual), Grade 6 of the College's London Pay Scale. (FTE £37,143 - £42,365 pro-rated.)

Birkbeck offers a competitive salary and pension scheme, 31 days paid leave, flexible working arrangements and some of the most generous benefits in the HE sector, all while being located right in the heart of Central London.

The salary quoted is on the College's London Pay Scale which includes a consolidated Weighting/Allowance which applies only to staff whose normal contractual place of work is in the London area. 

Enquiries:

If you would like to know more about the role, please click on apply below or contact Catherine Lauriol, User Services Manager, at c.lauriol@bbk.ac.uk.

If you have technical issues or difficulties using the recruitment portal, please contact jobs@bbk.ac.uk providing your name and the job reference number of the position. While we are happy to respond to all informal enquiries, only formal applications through the online system will be considered.

We welcome applicants from all sections of the community. The College is committed to improving the gender and cultural diversity of its workforce, holding an Athena SWAN award and operating Disability Confident & Mindful Employer schemes -www.birkbeck.ac.uk/jobs