Responsible to: Service Development Manager
Responsible for:
1. All library operations to meet the business/service plan in an identified geographical area
2. Implementation, including monitoring, of a specific policy for their identified geographical area
3. Consultation and advocacy with customers (including potential customers) and stakeholders to maximise membership and use of the service in their identified geographical area
4. Ensuring the provision of high-quality customer service and support in their identified geographical area
5. Staff management and development in a designated geographical area
6. The efficient and effective use of resources.
MAIN DUTIES AND RESPONSIBILITIES
Under the direction of the Service Development Manager:
Library Operations and Support Services
1. Provide high quality customer service throughout the identified geographical area ensuring that services meet statutory requirements and are relevant to local communities:
• Adhere to service standards and Customer Care procedures; monitor and evaluate service delivery
• Ensure that the Libraries NI Marketing Strategy is implemented
• Support customers of all ages to become independent learners using physical and digital resources
• Promote and deliver access to information services, including digital information
• Promote and implement reader development, visual and oral arts initiatives
• Provide supported access to local cultural heritage resources
• Identify and advise on areas for improvement
• Maintain service at all times.
2. Consult with users and non-users to ensure that the development and delivery of customer-focused services are responsive to community needs and achieve a high level of customer satisfaction and increase participation
3. Represent Libraries NI on appropriate working groups, interagency panels, and in meetings with statutory, voluntary and community organisations
4. Ensure that services provided in the identified geographical area demonstrate Libraries NI’s commitment to the promotion of equality, inclusion and diversity and that the policy in this area is actively implemented and developed
5. Participate in the community planning process in conjunction with statutory, voluntary and community organisations to enhance services available in the area and promote equality, inclusion and diversity
6. Advise the Service Development Manager on local developments which could provide opportunities for partnership working which meet Libraries NI’s Corporate aims
7. Deliver initiatives on all aspects of building maintenance, refurbishment, minor works and other capital programmes. Act as project leader as required in co-operation with relevant Libraries NI departments and outside contractors
8. Contribute to the development, implementation and monitoring of appropriate standards for the internal and external library environment including health and safety
9. Maintain awareness of relevant government policies, professional developments and recognised standards of good practice and ensure that these are reflected in service development, performance measurement and benchmarking.
Policy Formulation and Implementation
1. Contribute to a specific area of policy implementation for functional areas, e.g. safeguarding, customer experience and provision for identified customer groups
2. Take responsibility for the implementation of delivery of effective library services in a geographical area in line with Libraries NI’s vision, aims and objectives and service delivery policies
3. Contribute to the development of Service plans. Ensure the implementation, monitoring and review of the plan, service standards and performance indicators in line with Libraries NI’s Corporate Plan and objectives.
4. Contribute as required to the development of Libraries NI’s plans, initiatives and procedures
5. Lead on identified projects, develop appropriate staffing structures, develop project plans, implement and evaluate as required
6. Seek, identify, build and collaborate to maintain partnerships and networks with internal and external stakeholders.
Staff Management and Development
1. Lead a team and direct the work of staff within the identified geographical area:
• Recruit, train, motivate, appraise and discipline staff
• Plan and co-ordinate the work of staff
• Manage the performance of the staff
• Monitor adherence to service delivery procedures and public accountability requirements and take appropriate action
• Ensure that all health and safety procedures are operated within the unit.
2. Monitor the skills, competencies and knowledge of staff and ensure they support service priorities. Contribute to the development of training programmes to meet existing and new needs and deliver as appropriate.
3. Ensure Libraries NI Communications Strategy is implemented.
Management of Resources and Systems
1. Manage resources in the identified geographical areas e.g. finance, staff, stock, estate, furniture, equipment and ICT within Libraries NI’s governance framework
2. Manage allocated budgets and adhere to financial monitoring and control procedures
3. Monitor all procedures with regard to use of library systems
4. Carry out risk assessments and maintain relevant Risk Registers
5. Act as duty officer for the library service as required.
This job description is intended to indicate the broad range of responsibilities and requirements of the post. It is neither exhaustive nor prescriptive. Libraries NI reserves the right, in consultation with the postholder, to amend the job description to meet the changing needs of the organisation.