Customer Service Team Leader

The Customer Service Team Leader position at Leeds Beckett University is a leadership role within the Library and Learning Services department. The role's main purpose is to lead a team in delivering top-notch customer service, ensuring staff development, training, and coaching for excellent service delivery. The team leader will also lead in specific areas of service delivery, such as inclusive services, on-campus delivery, and student IT support.

Key responsibilities include managing day-to-day customer services delivery, ensuring staffing levels meet requirements, initiating solutions for service improvement, and managing a group of staff. The role also involves developing and implementing action plans, leading on projects, solving students' problems, and providing support and information to users.

Applicants must have a degree or equivalent qualification and/or relevant customer service experience. They should also have managerial experience in a service-oriented organization, an understanding of library services' contribution to students' academic experience, and experience using a range of IT packages.

Key performance attributes include service delivery, creativity and innovation, communication, teamwork, learning and development, and planning and organization. The role requires working across campuses and may involve a limited amount of remote work. The position may be subject to a probationary period of up to 12 months.