We are looking for a proactive and dedicated individual to support the delivery of quality frontline services in a sector-leading Higher Education library, committed to continuous improvement.
King’s College London’s Library service is currently undergoing a period of development, aiming to enhance the experience of our users and to support our Education and Research Strategies. The Library Quality Manager will play an essential role in ensuring a consistently high standard of service is maintained across the division, acting as a point of contact with Senior Management, Libraries & Collections teams and other stakeholders.
The Library Quality Manager role offers an opportunity to work in a fast-developing environment and would suit candidates with a flexible approach and capacity to work well under pressure. Candidates must be able to build and maintain evolving connections with a range of individuals, offer strong analytical and communication skills, and demonstrate a capacity for positive problem solving. Operational site management will be required, so it is essential that they demonstrate experience of motivating teams through change, in a way which reflects King’s culture of staff support and development.
King’s has set out a compelling vision to ‘make the world a better place’ in its strategy for 2029. The strategic drivers that will enable its delivery mean that Libraries & Collections must position itself as a provider of access to world class resources and learning spaces in order to support research and teaching. Libraries & Collections will need to take a leading role in the emerging digital landscape at King’s, create services to support the full research life-cycle and Open Research as well as empowering students in digital literacy.
We have created a plan, Library Evolution, which will enable us to transform our services, our resources and our spaces as we move towards 2029.
Regular working pattern is Mon-Fri 09:30-17:30 but due to the service nature of this post, regular evening and weekend working is required.
- Engage L&C teams with sharing and applying good practice in enquiry management and the gathering of customer feedback
- Working closely with our Service Development Managers to identify and implement improvements to enquiry handling processes
- Lead, manage and motivatethefrontline team of staff at local campus
- Support the Head of Frontline Services by ensuring nuanced and effective delivery of service provision through frontline services to provide welcoming, supportive and accessible services and environments that empower learning and support studyand research
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience
- Educated to first degree level or suitably qualified by experience
- Ability to present complex information to a range of different audiences
- Experience of utilising data to monitor and provide recommendations for service improvements
- Experience in positively and proactively resolving a range of problems
- Experience of managing and motivating staff for high performance
- Experience of supporting teams through change
- Ability to prioritise and organise own workload and those of assigned staff
- Ability to work under pressure and meet challenging deadlines
- Ability to work effectively and proactively with other teams and stakeholders
- Commitment to the provision of a high-quality service
- Experience of providing inclusive services and a commitment to parity of experience
- Demonstrable commitment to King’s Principles in Action
- Understanding of the current and future challenges facing academic libraries in research-intensive universities
- Experience of coordinating projects and/or service improvements
- Customer Service qualification or equivalent training, or experience of setting defined customer service standards
The selection process will include a panel interview and an assessment.