Head of Customer Services

University of Leeds

Leeds, United Kingdom

ID: 7089461 (Ref.No. CSLIB1292)
Posted: November 19, 2021

Job Description

Are you an experienced manager, with a passion for delivering a high quality and customer-focussed service? Do you have a commitment to service improvement and innovation? 

The University of Leeds Library is one of the major academic research libraries in the UK. We are about to launch a bold new vision and strategy, setting out our ambition as a world-leading, and values-led library.  The Customer Services team is our largest operational unit, with a key part to play in delivering that new vision. The team has responsibility for key frontline services, including managing the Library’s enquiry and reception services, supervising the day-to-day operation of library buildings and study spaces, managing print circulation processes, and maintaining our interlibrary document supply service.

Taking a customer-focussed approach to service delivery, you will be responsible for setting the strategic direction for Customer Services within the Library.  With the ability to lead a large complement of staff you will ensure that services are coordinated across a multi-site system and you will monitor service delivery to ensure that high standards are maintained. You will work collaboratively with others on service development activities as well as contributing to wider Library strategy development.

You will be an experienced manager with substantial experience of delivering customer-focussed services. With a proactive approach to service innovation and development, you’ll be able to manage staff through change, encouraging and motivating them to explore new methods of service delivery.  With a strong commitment to staff development you’ll lead on the design and implementation of high quality staff training and development within Customer Services.  A confident user of IT, you will have a good understanding of its effective use in service delivery.

This role will require on-site working on the University campus. If you would like to discuss working arrangements in more detail please contact the Hiring Manager.

To explore the post further or for any queries you may have, please contact: 

Michael Fake, Associate Director: Student Learning and Experience

Email: m.fake@leeds.ac.uk 


Interviews are planned to be held on 6th January 2022.


Please note: If you are not a British or Irish citizen, from 1 January 2021 you will require permission to work in the UK. This will normally be in the form of a visa but, if you are an EEA/Swiss citizen and resident in the UK before 31 December 2020, this may be your passport or status under the EU Settlement Scheme.



Location:  Leeds - Main Campus
Faculty/Service:  Professional Services
School/Institute:  Library
Category:  Professional & Managerial
Grade:  Grade 8
Salary:  £42,149 to £50,296 p.a.
Post Type:  Full Time
Contract Type:  Ongoing
Release Date:  Thursday 18 November 2021
Closing Date:  Thursday 09 December 2021
Interview Date:  Thursday 06 January 2022
Reference:  CSLIB1292


The University community is made up of a wide range of people with diverse backgrounds and circumstances, which we value and regard as a great asset. As part of our continued commitment to equality and inclusion, we strive to create an environment where everyone can reach their full potential and have a real opportunity to participate in and contribute to our activities.