Manager, Client Services And Access

About you

We are looking for a leader with a genuine passion for delivering excellent client experience. You are an experienced manager who can coach and develop staff in order to create an inclusive and respectful environment for both staff and clients. This is a role where you can be innovative and embrace new systems and technology to continuously improve library services.

About the UTS Library

Central to the UTS experience and located at the heart of the city campus in one of the world's top young universities, we provide welcoming spaces and services for students and staff to discover and share knowledge, and to learn and explore together.

We play a vital role in preparing students for a lifetime of learning and supporting staff as they increase the global impact of their research. See it for yourself in this short video: uts.ac/librarywelcome

Why work with us?

• Be part of a team of creative, committed experts
• Learn new skills - continued staff development is a personal focus we are proud of• Broaden your experiences - we never shy away from piloting new ideas to ensure we meet the demands of the dynamic world of higher education
• Join a great workplace culture - we work in an outstanding location and collaborate on a range of projects across the Library and University

Why your role is important

The Client Services and Access department provides high quality, client-focused services to UTS students, staff and community. The department is responsible for the management and delivery of a range of services including onsite and online enquiries, membership, and physical and digital delivery of library resources. As the face of the Library, Client Services and Access ensures that the Library is welcoming and Accessible to clients.The Manager, Client Services and Access, is accountable for the client first point of contact with the Library, ensuring equitable and Accessible entry to Services and resources. The Manager leads a department that is responsible for managing enquiries, programs and resource delivery both onsite and online to ensure innovative and responsive services are delivered.

Key responsibilities

• Manage the first point of contact for the Library, ensuring services, programs and environments are welcoming and Accessible.
• Manage the Library client experience in order to support student success
• Develop and manage a high performing department that collaborate effectively with other departments and units to improve and deliver high quality Client Services.
• Leverage data to analyse and make recommendations that shape and support innovation and decision-making at a corporate and strategic level.
• Identify and grow key relationships with internal and external strategic partners and University stakeholders, influencing and negotiating to ensure positive outcomes on behalf of the Library.

You have

1. Demonstrated understanding and experience in the successful management of Client Services in online and in person environments, including implementation and continuous improvement of policy, programs, processes and systems.
2. Excellent interpersonal, verbal, and written communication skills that enable significant engagement, collaboration and partnership building with all Library stakeholders in both face-to-face and online environments.
3. Proven ability in project management, working effectively under pressure, balancing multiple priorities to ensure Library and University goals are met, timelines are realised, and outcomes are delivered.
4. Advanced knowledge of, and skills in current and emergent technologies, systems, and data analytics with the ability to assess business requirements and identify relevant products and processes for implementation.
5. Specialist knowledge of the ever-changing needs of University Library stakeholders and the capacity to evaluate and centre the client experience when developing Services and assigning resources to support learning, teaching and research at the University.
6. Significant experience in departmental management including budgetary and human resources, and strategic leadership with a demonstrated ability to manage diverse or complex functions.

Remuneration & Benefits

Base Salary Range: $132,164 to $138,457 (HEW 9)

This role attracts 17% superannuation (pension) in addition to the base salary.

UTS staff also benefit from a wide range ofEmployee Benefitsinclude flexible work practices, child care centres, generous parental leave and salary packaging opportunities.

This position isfull-timeand appointment will be made ona continuing basis.

How to Apply

Please click the Apply link to be taken to the UTS website. Here you can download:

• full details of the application process;
• a copy of the position statement; and
• information on remuneration, benefits, terms and conditions

Please ensure that the file name for each document submitted includesIRC271460 and your name.

Specific enquiries or issues with your application may be directed to the UTS Recruitment Team at ***********@uts.edu.au.

General questions about the role can be submitted to the hiring manager: Sascha Jenkins (Director, Experience and Quality) at **************@uts.edu.au

Closing Date: Monday 11th March 2024 at 11:59pm (AEST)

Applicants must have current and valid work rights in Australia.

The successful candidate will be required to obtain a Working with Children check.

Accessibility

UTS Recruitment care about digital accessibility. If there is any content in our advertising that you have struggled with, please make us aware so that we can make our information accessible to all.

In addition, if you have a disability that requires adjustment to the recruitment process or an alternative application pathway please contact ***********@uts.edu.au for assistance.

UTS is recognised widely as supporting inclusivity and diversity through our Wingara Indigenous Employment Strategy, Social Impact Framework and UTS Access and Inclusion Plan. Cited as a WGEA Employer of Choice since the inception of the award, we were among the first Australian institutions to receive the Athena SWAN Bronze Accreditation for our commitment to action addressing gender equity in the STEMM disciplines.

We welcome applications from women, Indigenous Australians, people with disability, those who identify as LGBTIQ and applicants from culturally and linguistically diverse backgrounds.