24 / 7 Operations Manager

Location:

Newcastle – United Kingdom

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Management & Executive Jobs

Other Industries & Skills: 

Secretarial, Office & Administration

Advertiser:

Newcastle University

Job ID:

130658782

Posted On: 

15 June 2024

 

Salary: £29,605 to £30,487 with progression to £32,982 per annum

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 23 June 2024

 

The Role

Newcastle University Library is the only University Library in the UK to have received the Charter Mark five times, and now holds the Customer Services Excellence award which replaced it, illustrating our dedication to delivering a friendly, professional, and efficient service to all our customers. 

To read more about us, please click here

This is a place-based role in a busy vibrant campus.  You will be responsible for overseeing the day-to-day operation of the 24/7 team in a busy university library. This will involve allocating and coordinating a complex staff resource across the Library’s extensive opening hours and ensuring that a high-quality service is provided to users.

The ideal post-holder will be highly organised, and excellent communicator and an experienced staff manager. Knowledge of front-line library services and systems would be an advantage but is not essential.

Informal enquiries may be addressed to Louise Fitzpatrick: # will be held on the 8th and 9th of July.

To more information, our website: ncl.ac.uk/library/

Key Accountabilities

-To take responsibility for the day-to-day management for the 24/7 team including staffing, resources, processes and procedures, allocation of duties, timetabling and health and safety. To consult with and refer complex queries to appropriate teams and colleagues
-To line manage a team of staff, including recruitment, selection and induction; undertaking performance reviews; dealing with discipline and grievances; providing coaching and guidance; sickness absence management; staff development and training
-To co-ordinate and deliver training at both team and individual level, leading on the development and delivery of training across the team to ensure high levels of competence and knowledge with a focus on meeting customer needs
-To support the Assistant Librarian (Buildings and Facilities) and other managers in the development of policies and procedures, and undertaking regular reviews of existing policies and procedures, ensuring best practice across the service, and taking responsibility for key areas as required
-To act on own initiative to plan and direct teams of staff, re-organising staffing levels at short notice and in the longer-term, as the need arises.  To plan and organise staff resources to ensure appropriate staffing levels at critical times e.g. to cover the University’s Christmas closure period
-To maintain staff records, including monthly overtime returns, and ensure all relevant information regarding staff employment is accurately recorded with due reference to statutory requirements
-To oversee all student workers and take responsibility for the overall management of the SEOC (Student Employment On Campus) system to assign, monitor and pay students as part of the University’s Jobs on Campus initiative 
-To ensure the 24/7 team comply with University internal policies and procedures, for example, health and safety, sickness absence and capability polices. To undertake necessary health and safety risk assessments, overseeing incident reporting and coordinating health and safety training as required
-To respond to customer complaints and queries in a professional, consistent and timely manner, investigating and identifying solutions and where appropriate implementing change to ensure excellent customer service at all times in line with Library rules and procedures
-To prepare for and participate in the audit required to maintain assessment status for the CSE award or equivalent
-To manage projects as required by the Assistant Librarian (Buildings and Facilities)
-To liaise with other sections of the Library and other units of the University, for example, IT Services and Student Wellbeing, in line with the requirements of the role
-Other duties as may be required, commensurate with the grade of the post
 

The Person

Knowledge, Skills and Experience

-Significant experience in managing and supervising staff
-Significant experience of working in a customer service environment
-Excellent interpersonal, communication and organisational skills
-Proven ability to manage own time effectively and apply initiative
-Proven track record of developing and reviewing policies and procedures
-Good IT skills using Microsoft Office packages and web-based software
 

Attributes and Behaviour

Planning and Organising

-Excellent organisational skills and the ability to handle effectively a range of task simultaneously, work well under pressure and to tight deadlines
Finding Solutions

-Ability to use initiative and judgement within the parameters of responsibility of the role
-Recognises urgency and takes decisive action when required
-Agility and flexibility within the role
Delivering Services

-Knows and understands customer/stakeholder needs
-Continually seeks feedback on service performance and looks at ways of improving service levels based on feedback
Team Working

-Operates effectively in a number of different teams and groups
-Ability to build positive working relationships and deal effectively with stakeholders at all levels
Communicating

-Understands how best to communicate with the others, correctly interpreting the right way to approach a situation
-Clear and concise; gets the message across to others
 

Qualifications

-Minimum of 3 A levels at grade C or above, or equivalent qualifications/experience
 

Newcastle University is a global University where everyone is treated with dignity and respect.  As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.

We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams, we believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.

At Newcastle University we hold a silver Athena Swan award in recognition of our good employment practices for the advancement of gender equality.  We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education REC.  We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.

In addition, we are a member of the Euraxess initiative supporting researchers in Europe. 

Requisition ID: 27283

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