Visitor Services Team Leader (18.3 hours per week fixed term)

We have an exciting opportunity for a highly organised and motivated individual to join our team as a Visitor Services Team Leader. The post is part time and fixed term to 30 April 2026.

Our team is responsible for welcoming all visitors to the Library and for providing a range of first-class customer services in the reading rooms, visitor centre and at reception desks. As Team Leader you will be responsible for day-to-day management, leadership, direction and support of the team.

You will also be responsible for ensuring our Visitor Services systems, policies and processes are effective in supporting the Library’s goals. You will have excellent leadership and supervisory experience ideally gained in the heritage sector. You will have a proven track record in team building. You will be able to motivate and encourage the team to make sure we deliver the best possible experience for our visitors. You will also have good analytical, problem-solving and IT application skills.

The Visitor Services team operate 6 days per week Monday-Saturday. The preferred working pattern for this post is Tuesday and Wednesday 2 –6 and Thursday 3 –7pm, Saturday 9:30 am – 5pm.

Duties include:

·        Has specific operational responsibility for the efficient and delivery of all visitor services and smooth running of all service points.

·        As directed by the Visitor Services Manager, ensures that the systems supporting visitor service activities are maintained, developed and used appropriately.

·        Has direct management for a team of 8 out of 18 Visitor Services Team Members.

·        Ensures that all members of the Visitor Services Team are appropriately trained and developed to meet the operational requirements of their roles.

·        Liaise with the Visitor Services Manager in the creation and delivery of the Visitor Services objectives within the Access Departmental Plan.   

·        Collaborates with other Library staff as required to deliver Departmental objectives.

·        Maintains an awareness of visitor service in similar institutions and actively participates in the development of Library visitor services.

·        Acts as first line of support for the Visitor Services Team on all customer service issues.