At a Glance
- Tasks: Lead library operations and enhance user services at St George’s Library.
- Company: City St George’s, University of London - a hub for business and professional excellence.
- Benefits: Competitive salary, pension scheme, and extensive training opportunities.
- Other info: Join a diverse community committed to equality and inclusion.
- Why this job: Make a real difference in student experiences and develop your leadership skills.
- Qualifications: Strong communication, customer service, and management experience required.
The predicted salary is between 40000 - 50000 £ per year.
City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution. City St George’s library service provides support to students, staff and the wider University community across four library locations, augmented by online resources and user support delivered both online and at our library help desks. The Library Service has been awarded Customer Service Excellence accreditation.
We are seeking to recruit a User Services Manager to lead on the delivery of library operations and services at the St George’s library (Tooting campus) to ensure a high quality customer experience. To develop services and spaces in collaboration with senior User Services colleagues across the library service. To give operational leadership to staff providing user services at the St George’s Library, supporting their training and development.
Duties
- The User Services Manager gives operational leadership to staff and oversees the direction and development of library spaces and services at the Tooting campus, working in collaboration with senior User Services colleagues across the service.
- Responsible for managing the User Services team at St George’s Library and delivering a responsive and supportive service to students and the wider library user community.
- The role also involves contributing at a strategic level to the wider User Services function within the library service, working with other senior colleagues to identify and implement service improvements and taking a leading role on operational and project groups.
The successful candidate will offer:
- Excellent communication and customer service skills – interacting with library users, delivering training and communicating to library staff and stakeholders.
- Customer focused approach to problem solving, service development and improvement.
- Significant experience of staff and service management.
- Strong IT skills and ability to develop expertise in new technologies.
- Experience of successful project management.
This role is 100% campus based at the Tooting campus. City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development. City St George’s, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors. We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background. City St George’s operates a guaranteed interview scheme for disabled applicants.
User Services Manager in London employer: Islington Working
City St George’s, University of London is an exceptional employer that prioritises a supportive and inclusive work culture, offering a sector-leading salary and comprehensive benefits package. As a User Services Manager at the Tooting campus, you will have the opportunity to lead a dedicated team, enhance library services, and contribute to meaningful projects while benefiting from extensive training and development opportunities. The university's commitment to equality, diversity, and inclusion ensures a welcoming environment for all staff, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land User Services Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Islington Working. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Islington Working before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace User Services Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Islington Working:Your cover letter is your chance to shine! Tell us why you want to work at Islington Working specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Islington Working!
How to prepare for a job interview at Islington Working
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
