Customer Service Manager

JOB PURPOSE

person and online.

reporting on the service.

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1. Management responsibilities
2. 1 Be responsible for excellent customer service and experience for the RCN

1. 2 Manage the customer service team, including regular team meetings.
2. 3 Line manage staff including staff development reviews and appraisals and

1. 4 Ensure that all frontline staff are delivering a consistent and high-quality

1. 5 Ensure all Customer Service staff and the wider library and museum team

1. 6 Recruit, plan and deliver induction to Customer Service team and library and

1. 7 Contribute to the library and museum management team including chairing

1. 8 Oversee all aspects of circulation including interlibrary loans, stocktake and

1. Projects
2. 1 Manage all aspects of service monitoring and continuous improvement

1. 2 Contribute to the management of user experience for the library and

1. 3 Lead LAM team regional outreach programme, including student

1. Financial responsibilities
2. 1 Delineated responsibility for marketing budgets
3. Specific role responsibilities

1. 1 Lead the library and museum marketing planning and delivery
2. 2 Manage the troubleshooting of any issues that arises within the smooth

1. 3 Work with other managers and external teams to ensure an integrated and

1. 4 Participate in rotas, managing and ensuring the smooth running of the

1. 5 Develop digital customer services platforms and services as required
2. 5 Oversee that health and safety is adhered to within the department and the

1. Additional responsibilities
2. 1 Treat colleagues, members, customers and others with respect in line with

1. 2 Champion equality, diversity, inclusion and human rights and be responsible

1. 3 Comply with the RCN Data Protection Policy, Retention Schedule and

1. 4 Maximise all opportunities available to encourage member recruitment and

promote the benefits of joining the RCN. Promote the RCN as the

excellent in practice and shapes health policies.