Reference Services Manager

at  House of Lords

Positions
1
Band / Grade
HL7
Salary
£43,500
Post Type
Concurrent (External + Internal)
Contract Type
Permanent
Working Pattern
Full Time
Leave entitlement
Starting at 30 days per annum
Pension
Civil Service Pension Scheme
Closing Date
15th September 2024 at 23:55
Interview Date(s)
WC 30th September - TBC
Opens in a new window
We are looking for a Reference Services Manager to join our Library at the House of Lords. This is a position where you will be responsible for providing reference and information services to Lords Members to support their parliamentary work. You will have a key role in enabling frontline staff to deliver consistent, quality enquiry responses by providing appropriate guidance and feedback to staff, and through organising regular training and development opportunities for the service delivery team. You will ensure delivery of an impartial, authoritative, and timely service.
You will lead the provision of a seamless customer service for Members contributing to regular desk shifts, with responsibility for overseeing the Library’s enquiry handling process, and making sure relevant Library products and resources are available and accessible to users.
You will work in partnership with Library colleagues, including those responsible for research services, collections management and training, to ensure a consistent customer experience across all delivery channels, in line with the Customer Service Excellence standard to which the Library is accredited.
You will be expected to take a lead role in the quality assurance of enquiry responses, reviewing feedback across in-person, onsite and digital services.
This is an opportunity to work on a hybrid basis where you will be able to work 1 day from home and other days onsite at Parliament – this will vary depending on the business of the House.

IT WOULD BE EVEN BETTER IF YOU HAD OR IF YOU’RE WILLING TO LEARN…

• Desirable to be a qualified/accredited librarian/archivist/information manager or similar.
  The job description provides full details about the role and what we are looking for.

• Day to day operational management and co-ordination of the Library’s reference enquiry service, encompassing two sites, both in person and remote service delivery.
• Managing oversight of the desk duty rota for the Library’s enquiry points, and ensuring that there is appropriate cover to deliver all services.
• Providing an excellent reference enquiry service as part of the desk rota, including supervising the work and training of colleagues.
• Providing guidance and acting as a visible point of consultation for all enquiry staff, including giving timely and constructive feedback on the quality and development of enquiry work & customer service.
• Working under pressure as part of a frontline service team and using problem-solving skills, to ensure delivery of accurate results to users with challenging deadlines.
• Overseeing circulation of Library materials and the management of key processes such as inter-library loans and overdue notices.
• Documenting customer service policy and practice. Ensuring guidance material is updated, informative & communicated to relevant stakeholders.
  If this sounds like something you would like to hear more about, please apply below.