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Customer Service Librarian

Library and Learning Resources

Location:  Curzon Building
Salary:  £35,014 to £38,059 per annum
Full time / Permanent
Closing Date:  Sunday 16 May 2021
Interview Date:  To be confirmed
Reference:  042021-152

Birmingham City University is a large and diverse place to study right in the heart of the city. We currently have an exciting opportunity for a Customer Services Librarian to support our Library and Learning Resources Customer Service team.

We are looking for a professionally qualified Librarian with excellent communication and interpersonal skills, proven experience in the delivery of high quality customer service and a commitment to customer care which not only meets but exceeds customer expectations.

Having been accredited with a national Customer Services Excellence Award, we are seeking to build on our current provision to offer an exceptional front facing service.

The post holder will be responsible for delivering excellent customer care, will act as the first point of contact for all enquiries through our virtual and in person enquiry service and will contribute to the strategic lead of the Customer Services team. 

Main activities and responsibilities will be varied.

They will include:

  • Responsible for the development and delivery of first and second line enquiry services; providing an advisory service to library users
  • Contributing to the strategic development and implementation of policies, procedures and services.
  • Contribution to fixed term projects in liaison with the Head of Service Area/ Director, and in some cases taking a lead role in appropriate projects.
  • Contribution to the quality assurance and assessment of L & LR, related to designated areas. This could include the provision of timely and appropriate management information to inform decision making, including the measurement of KPIs and standards.
  • Contribution to other L & LR / University-wide initiatives

You will be educated to degree level and should be able to demonstrate your portfolio of experience at interview.  

The post holder should have:

  • A degree or a postgraduate qualification in librarianship (or equivalent)
  • Demonstrable understanding of, and commitment to effective customer service provision, including the delivery of enquiry services
  • Experience of managing teams
  • Experience in contributing to decision making
  • Knowledge of developments in the higher education sector
  • The ability to cope with an environment of change
  • The ability to innovate

Library and Learning Resources provides services at several University campus locations across the city and across extended hours. A variety of shift patterns will be applicable.

Our goal is to inspire all our users on their academic journey through the provision of appropriate resources, Information and Digital Literacy skills embedded in the curriculum, and support at the point of need, and via a variety of study environments. 

We are currently in the process of scaling up our digital resources and further expanding our blended delivery of learning to support accessible and on demand learning. Student Support and achievement is at the centre of everything we do.

Our staff and student community is defined by our core values, which outline who we are as a University and how we will work with each other. Our core values are Excellence, People focused, Partnership working and Fairness and integrity.

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Further details:

The University is committed to internationalism and diversity and welcomes applications from all countries, faiths and backgrounds.

It is each individual successful applicants responsibility to ensure that they have permission to work in the UK. Some applicants may require sponsorship from the University and a visa from UKVI to take up the role if successful. More information on this can be found here:

Some roles are not capable of sponsorship because they do not meet the UKVI criteria relating to skill and salary level. If you are unsure as to whether you would require sponsorship if successful, or whether the role is capable of sponsorship, please contact us:

Please note on occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date. If this does happen, we will contact all candidates via email who have started but not yet completed their application, giving 48 hours’ notice.  We would therefore advise that you submit your completed application as soon as possible.

At Birmingham City University we are proud to be an equal opportunities employer.  All staff are expected to understand and enact the University’s commitment to ensuring equality, diversity and inclusion in our employment practice and in all that we do . This commitment is enshrined in our Core Values and is detailed in our Equality, Diversity and Inclusion in Employment Policy. The University values and celebrates the diversity of our staff and students; we welcome people from the many  different backgrounds and life experiences that reflect the students and the citizens we serve.  We are committed to equality of opportunity for all staff and actively encourage unique contributions, in particular from under-represented groups in respect of age, disability, sex, gender or gender identity, ethnicity, race, religion or belief, sexual orientation or transgender status

Birmingham City University ('BCU') is committed to protecting your personal data and being transparent about what we do with your personal data. One of the ways we do this is through our privacy notices. For further information please click here


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