Your new company

Your new role

• Oversee and support service delivery across physical and digital platforms, ensuring high standards of customer care.
• Promote effective use of IT systems to enhance service delivery.
• Ensure compliance with service standards and quality benchmarks.
• Manage and resolve customer feedback, complaints, and disputes.
• Contribute to the planning, development, and evaluation of services and programs.
• Support the development of services aligned with strategic priorities.
• Represent the organisation in meetings with external stakeholders.
• Lead and participate in user consultations and collaborative initiatives.
• Increase engagement through outreach, digital promotion, and stakeholder collaboration.
• Manage and coordinate staff to deliver high-quality services.
• Monitor staffing levels and oversee performance, attendance, and conduct.
• Support staff development through training and skills enhancement.
• Participate in recruitment and selection processes.
• Assess user needs to guide resource planning and allocation.
• Collaborate with teams and contractors to maintain service continuity.
• Support project delivery, including facilities maintenance and capital works.
• Contribute to the development and review of policies and procedures.
• Support the implementation of strategic and operational plans.
• Analyse performance data and produce reports and business cases.
• Ensure compliance with legal and best practice standards.
• Conduct risk assessments and manage identified risks.
• Assist in managing budgets to meet service objectives.

What you'll need to succeed

• A third level qualification or higher and at least two years’ experience of managing staff and resources OR a minimum of four years’ relevant experience of managing staff and resources.
• A minimum of one years’ experience in supporting the development or delivery of library services within the last six years
• Experience of liaising/working with internal and/or external stakeholders to achieve service objectives
• Experience of managing and implementing change to meet organisational objectives
• Experience of promoting and improving customer service to enhance the customer experience.
• Full driving licence and access to a car
• Ability to work a mix of mornings, afternoons, evenings and weekends both at base and in other service points as required.

What you'll get in return

• £19.73 per hour
• Temporary until 31/08/2025
• The normal hours of work are 36 hours per week, Monday, Wednesday, Thursday and Friday 9-5, Tuesday 12-8, 1 Saturday in 4 (with rota day)
• Based in Belfast City (Base TBC, travel around branches in Belfast City)

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.