Customer Services Manager (CSLIB1519)


Company:	University of Leeds
Salary:	£33,951 to £39,904 a year
Hours:	Full-time
Location:	Leeds, LS2 9JT
Working pattern:	On-site
Job type:	Permanent
Posting date:	11 Nov 2026
Closing date:	24 Nov 2026

Apply for this job

Summary

This role will be based on the University campus.

Are you looking for an opportunity to join a customer focussed team of managers leading a team providing a high quality service 24/7 across the campus? Is the challenge of leading, motivating and effectively developing a team of people working 24/7 for you? Is service innovation a passion?

Hours of work are Tuesday - Saturday 14:00 - 22:00.

We are also open to discussing flexible working arrangements.

This role has a strong focus on people and operational management, as well as contributing to the development of Library policy and practice.

You will be based at one of our main campus Library sites but will be expected to work cross-site on a regular basis to support the successful delivery of cross-service activity.

All Customer Service Managers will be expected to work collaboratively as a team and lead by example, demonstrating the University’s values through commitment to high quality and customer-focused services.

Please note that due to Home Office visa requirements, this role may only be suitable for first-time Skilled Worker visa applicants if they are eligible for salary concessions. For more information please visit: www.gov.uk/skilled-worker-visa

What we offer in return

26 days holiday plus approx.16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!

Generous pension scheme options plus life assurance

Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.

Personal Development: Access to courses run by our Organisational Development & Professional Learning team.

Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!

Visit Your career at University of Leeds Libraries to find out about our values, culture and ambitions

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

Beth Parry, Senior Operations Manager: Customer Services

Email: E.A.Hardy@leeds.ac.uk

Essential requirements

Qualifications and Skills Essential: Substantial experience of working in a fast-paced customer services environment within a Library or other comparative operation Confidence in the application and use of IT, substantial experience of using web-based systems and a willingness to engage with new information and communication technologies Experience of supervising or managing staff, acting as a role model for high performance and ensuring that staff are motivated and developed effectively Demonstrable experience of delivering high-quality and proactive levels of customer service combined with an innovative approach towards service provision Experience of dealing with difficult and challenging customers and non-compliance with policy in a professional and courteous way Ability to work effectively both under own initiative and as part of a team, with a willingness to work collaboratively with the wider Library team, prioritising and balancing own and others workloads with a willingness to be flexible in a changing environment Excellent interpersonal and communication skills using various mediums as required, with the ability to adapt your style accordingly Commitment to continuous improvement, learning and personal development Desirable: Understanding of the library's role in supporting teaching and research Good knowledge of the changing higher education environment and its impact on library provision

Apply for this job