Library Service Team Manager

Library Service Team Manager

Permanent contract

Full Time, 37 hours per week

£33,256 to £39,125 per annum

Location: Waltham Abbey*

Working Style: Operational field-based worker

Closing Date: 12th March 2025 (23:59)

*You will cover Buckhurst Hill, Waltham Abbey & Chigwell libraries with your base location to be discussed at interview / offer stage.

As a Library Service Team Manager, you will be more than just a ‘Leader.’ Instead, you will serve as a pivotal catalyst for transformational change within the service. You will act as an ambassador for continuous improvement, supporting your Area Manager to drive these changes on the front lines of service delivery, skillfully navigating resistance, and evaluating success through measurable outcomes.

You will strive for operational excellence across geographically dispersed teams and facilities. You will rely on your ability to make informed decisions based on data analysis and insight, and craft robust forward plans to address diverse challenges.

Your visible front-line leadership and ‘can do’ approach will inspire the teams you lead and foster a culture of proactive service delivery and change. Your commitment to the hands-on work and support for your teams will set an example of the professionalism and customer focus that we value in our libraries.

In partnership with your Area Manager, you will act as a role model, leading the transformation of library operations. This transformation will ensure our library service is well-positioned to adapt to changes, generate additional income, and nurture a multi-skilled, proactive, and flexible workforce. Through the introduction and adherence to high operational standards, your leadership will promote and continually improve a consistent and reliable customer experience.

Accountabilities:

1. Responsible for serving as an experienced people leader, maintaining an active, visible presence in the libraries for at least 80% of the working week, supporting the Area Manager in effective service delivery, driving high performance, and fostering a culture of continuous improvement and change. Evaluating staff and service performance and addressing areas of improvement promptly and effectively.
2. Responsible for providing robust and proactive leadership to the team, ensuring the successful day-to-day operation of a broad range of library services and operational tasks within your area. These include but are not limited to, stock management, IT provision, library presentation, cash handling, safety, safeguarding, and building maintenance. Also responsible for ensuring events and activities are delivered and supported by local library staff.
3. Accountable for cultivating a culture of strong stock ownership, ensuring timely, relevant, and high-quality stock through regular collaboration with Library Support Teams, and adhering to agreed-upon SOPs for stock management controls. Stock value is fully realised by testing new ways of working, using data analysis and insight.
4. Responsible for consistent, frequent, and engaging communication with staff, keeping them informed and connected to sector plans, the wider library service, and ECC.
5. Managing collaboration across the service to support the development of consistent Standard Operating Procedures (SOPs) and Business Continuity Plans, and for reviewing, embedding, monitoring, and measuring performance against these SOPs. This includes conducting annual reviews and fit for purpose testing.
6. Responsible for working closely with library support teams to ensure the successful and consistent implementation of projects, initiatives, and pilots, as well as ensuring the appropriate recording, sharing and communication of customer experience metrics and measures of success.
7. Responsible for conducting regular review sessions with library support teams and managers to ensure the quality of data, insights, and their effective application, especially where they identify improvement opportunities. Engage staff in local improvement work and encourage them to identify further opportunities to explore.
8. Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring:

1. Educated to Level 5 qualification in either Customer Service or Management, or equivalent by experience.
2. Evidence of continuing professional development with good knowledge in relevant professional area.
3. Experience of managing large teams and implementing change.
4. Experience of working in a fast-paced environment with multiple priorities including planning and control, resource allocation, problem solving and resolving complex customer issues.
5. Experience of understanding data analytics to support improvement in Service delivery and to maximise resources to increase efficiency.
6. Experienced in balancing multiple and conflicting objectives and prioritise work to achieve the best possible outcomes.
7. Proficient experience of IT systems including Email, Microsoft applications, and Telephony/ACD solutions.
8. Knowledge of Data Protection (GDPR) and Freedom of Information legislation.

Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.

An element of weekend and late working may be required as a part of the role.

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