Post Details
Last Updated:
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Faculty/Administrative/Service
Department
Library and Learning Support Services
Job Title
Client Services and Academic Engagement Manager
Job Family
Professional Services
Job Level
5
Responsible to
Director of Library and Learning Support
Responsible for (Staff)
Customer Service Experience Manager; Faculty Engagement Librarians
Job Purpose Statement This should be an accurate, concise, un-detailed statement (short) of what the post is and why the post exists in
terms of its contribution or result e.g. improved student/staff experience, increasing University funds etc.
The post exists to lead the Department’s engagement with LLSS customers (students, academic staff and
researchers) and to ensure that the delivery of high quality services in support of learning, teaching and research,
is based on an informed understanding of needs and on a commitment to continuous improvement.
Encompassing all customer liaison activity, the post combines professional leadership and day to day
management of the team of Faculty Engagement Librarians, with oversight of all front across of house customer
facing activity The post has direct impact on the quality of the student experience and on the relevance of the
information services offered to support learning, teaching and research. As a member of the LLSS management
team, the post holder contributes to the leadership and development of the department.
Key Responsibilities This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5
to 8 maximum)
1.
Establish a positive, professional and authoritative profile for engagement activity. Define and implement
agreed approaches to the engagement of academic staff, students and researchers in the development of
information and related services and to the promotion of LLSS services.
2.
Devise and deliver strategies for ensuring excellent service delivery and continuous improvement t,
incorporating, as appropriate, performance and impact measures and with reference to external
accreditation standards and benchmarks. Ensure that the results of key national and sector surveys (NSS,
PRES) are received and analysed and contribute to the development and implementation of relevant
action plans.
3.
Lead and manage staff in the Customer Experience and Faculty Engagement teams, through clear
objective setting, establishment of a supportive culture and adoption of positive approaches to change.
4.
Provide oversight of collection development and manage the allocated budgets for Faculty-based
information expenditure, in line with strategic objectives for both the academic departments and the
Library. In collaboration with the Head of E-strategy, and through informed decision making, ensure that
the University’s investment in information resources is maximised.
5.
Working with stakeholders both within the department and externally, and in the light of changing
technologies and pedagogies, coordinate the ongoing development of the Library’s learning spaces
ensuring that they are high quality, attractive and fit for purpose.
6.
In line with the University’s commitment to high quality teaching) develop programmes of support for
academic staff with the aim of enhancing teaching through increased awareness of, and competence in
the use of, information resources and technologies available through the department
7.
Contribute to department-wide strategic planning and implementation as a member of the department’s
senior management team.
N.B. The above list is not exhaustive.
All staff are expected to:
Positively support equality of opportunity and equity of treatment to colleagues and students in accordance with the University of Surrey Equal
Opportunities Policy.
Help maintain a safe working environment by:

Attending training in Health and Safety requirements as necessary, both on appointment and as changes in duties and techniques
demand.

Following local codes of safe working practices and the University of Surrey Health and Safety Policy.

Excellent environmental performance is a strategic objective for the University of Surrey. All staff are encouraged to work to achieve the
aims of our Environmental Policy and promote awareness to colleagues and students.

Undertake such other duties within the scope of the post as may be requested by your Manager.

Follow University and departmental policies and working practices in ensuring that no breaches of information security result from their
actions
Problem Solving, Accountability and Dimensions of the Role
The division of Client Services and Engagement brings together those teams focussed on understanding customer
need and service delivery. As senior lead for the Faculty Engagement and Customer Services teams and bringing
to bear substantial professional expertise and experience, the Client Services and Academic Engagement
Manager has significant freedom for decision making as regards strategies for understanding client needs and for
developing, implementing and evaluating appropriate services.
The post holder will operate within broad strategic objectives defined for the department (in relation to devising
consultation and engagement strategies, service development and delivery and continuous improvement) but will
have reasonable discretion to define relative priorities and to determine how to achieve the desired results. The
post holder is expected to find timely and feasible solutions to the majority of problems and issues raised, using
their own judgment, interpretative and analytical skills. Where issues are particularly complex, or fall outside
either of the experience of the post holder or of agreed policy and guidelines, the post holder would seek
guidance from the Director of Library and Learning Support. Whilst taking the leading role in defining direction
and strategy for the teams in the division, the post holder will also work through, and empower, the expert team
members, providing guidance and support as required. With a designated manager assigned to the Customer
Experience team, a key element of the role is leadership and line-management of the Faculty Engagement
Librarians. Substantial knowledge and experience of the provision of information services, collection development
and information environments in Higher Education, will provide the context for informed and credible leadership
and for establishing authoritative relationships with academic colleagues.
With a commitment to continuous improvement fundamental to the role, the post holder will be responsible for
providing cross-departmental evaluation of services. Working with the senior management team he post holder
will coordinate the development and adoption of qualitative and quantitative approaches to service evaluation
and enhancement by the department. Using both external models (e.g. national surveys) as well as formal and
informal approaches for internal consultation (course evaluations, focus groups and feedback mechanisms) s/he
will develop and implement action plans in a spirit of continuous improvement. S/he will draw on an
understanding of national standards (e.g. Customer Service Excellence) and external opportunities for
benchmarking in developing appropriate strategies.
In terms of resource management, the post holder has responsibility for all aspects of leading and managing two
teams of staff: Customer Services (c. 30 staff) and Faculty Engagement Librarians (4 professional staff). They will
also provide strategic oversight for collection development and manage the allocated budgets for Faculty-based
information expenditure, in line with strategic objectives and in collaboration with the Head of E-strategy and
Resources.
The post holder must be a confident and effective communicator as they are expected to interact, advise and
influence staff at a senior level. They will also represent the service at national and professional events and may
represent the University in external discussions with regards to their area of responsibility. To contribute fully,
they must maintain a University level awareness of relevant developments.
Background Information / Relationships
The University Library and Learning Centre is the sole Library on campus, supporting a student population of over
14,000 and an increasingly international delivery. Located in the centre of the campus, it has collections on seven
floors and 1,300 study spaces. The collections include 600,000 printed volumes, access to more than 70,000
electronic books, 6,000 current journal subscriptions and an extensive collection of electronic journals. There are
350 university networked PCs, and wireless networking. The Library building is open for long hours: 24/6 in
Semester with externally contracted staff providing a security and service from 20.00 – 8.00.
The department of Library & Learning Support Services is organised into three broad divisions, ‘Client Services
and Engagement’, ‘eStrategy and Resources’ and ‘Learning and Research Support’. Client Services and
Engagement comprises the Customer Service and Faculty Engagement teams. The Learning and Research
Support division comprises learning development, based in SPLASH (The Student Personal Learning and Study
Hub) and including specialist learning support and information advisors, as well as training and development for
research students.
The Client Services and Academic Engagement division has been established following a review of customer
facing and academic liaison activity. The division brings together those roles and functions which focus on the
understanding of customer needs and the development and delivery of appropriate services. Notably, as a
consequence of the review, the former functions of Liaison Librarians were divided into two different teams: those
focussed on liaison activities and on collection and service development activities (now Faculty Engagement
Librarians) and those focussed on the direct provision of information advice and support (now Information
Advisors). The Faculty Engagement Librarians are therefore based in the new Client Services and Academic
Engagement division, though it is envisaged that that they will work collaboratively with the Information Advisors
on the implementation and delivery of services.
In terms of working relationships, in addition to establishing effective relationships with members of teams
managed, the post-holder will need to develop effective and constructive relationships with all members of the
departmental leadership team and in particular with the Head of E-strategy and Resources, with whom they will
work closely on collection development and funding issues, and with the Learning Development Manager,
responsible for the Information Advisors.
The post holder is expected to interact at a senior level in the University. Beyond the department relationships will
be established with senior members of Faculty staff, representatives of the Student Union and other central
services departments including Technology Enhanced Learning, Student Services, Marketing, Registry and IT
Services. The ability to influence, negotiate and instil confidence at a senior level will be essential.
S/he will also represent the institution at national and professional events. They will be expected to seek
purposeful and relevant networking opportunities and to develop mutually beneficial professional relationships.
Maintaining professional awareness, particularly in relation to the development of innovative and effective
approaches to the provision of information services, will be key to the role.
Department Structure Chart
Person Specification This section describes the sum total of knowledge, experience & competence required by the post holder that is
necessary for standard acceptable performance in carrying out this role.
Qualifications and Professional Memberships
Essential/
Desirable
Professionally qualified with a relevant degree/postgraduate qualification in library or information
studies, plus broad demonstrable management experience in similar or related roles
E
Or:
Substantial vocational and relevant management experience demonstrating management ability in
an appropriate professional or specialist area, and success in similar or related roles, supported by
evidence of significant appropriate specialist knowledge.
Membership of a relevant professional body
Technical Competencies (Experience and Knowledge) This section contains the level of
D
Essential/
Desirable
Level
1-3
In-depth knowledge of Higher Education including current issues in relation to both
teaching and research activity.
E
3
Significant experience of managing library / information services in a Higher
Education context, including contributing effectively to setting the strategic direction
specifically for the provision of information services.
E
3
Significant knowledge and understanding of excellent customer services practices and
standards and of customer needs analysis.
E
3
Evidence of productive leadership of a complex and unified team working together to
provide an innovative and effective approach to service delivery.
E
3
Proven ability to successfully influence and persuade a range of key stakeholders,
including senior managers both within the department and in a wider context.
E
3
Proven ability to lead complex change management initiatives effectively and to
achieve demonstrable results.
E
3
Essential/
Level
1-3
competency required to carry out the role (please refer to the competency framework for clarification
where needed and the Job Families Booklet).
Special Requirements:
Desirable
Flexibility to work outside normal working hours.
E
Core Competencies This section contains the level of competency required to carry out this role. (Please refer to the
competency framework for clarification where needed). n/a (not applicable) should be placed, where the competency is not a
requirement of the grade.
n/a
Level
1-3
Communication
3
Adaptability / Flexibility
3
Customer/Client service and support
3
Planning and Organising
3
Teamwork
3
Continuous Improvement
3
Problem Solving and Decision Making Skills
2
Leadership / Management
2
Creative and Analytical Thinking
2
Influencing, Persuasion and Negotiation Skills
3
Strategic Thinking
2
This job purpose reflects the core activities of the post. As the Department/Faculty and the post holder develop, there will inevitably be some
changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. The University expects that the post
holder will recognise this and will adopt a flexible approach to work. This could include undertaking relevant training where necessary.
Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected in a revised job
purpose.