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Customer Service Supervisor, Digital & Information Services (LIB232A)

This is an exciting opportunity to play a part in helping the University of Aberdeen Library Service to manage and develop its front of house services. The role will supervise the team who provide services in the evenings and at weekends in our award-winning Sir Duncan Rice Library (SDRL), and will also work to develop some new services which provide for both our own staff and students, and also wider communities. The post is not required to work in the evenings or at weekends except on a very occasional basis.

School/Section: Digital & Information Services
Division: Library, Special Collections & Museums
Staff Category: Academic
Position Type: Full Time
Grade: Grade 5
Salary: £29,619 - £33,314
Ref No: LIB232A
Closing Date: 10-FEB-2023


Job Description

We are seeking someone who enjoys working closely with others and interacting face to face with a variety of people. The postholder will bring strong customer service experience and skills to the Library and be enthusiastic about innovation, change, and customer engagement. In addition to existing operational management duties, they will also co-ordinate work to enrich Old Aberdeen Library, our partnership public library within SDRL, and support activity to offer other community services, including plans to support the University’s commitment to become a University of Sanctuary.


The post will work within a team that provides a range of front of house services, which includes detailed knowledge of the Library’s integrated library system (Ex Libris Alma). The role will also work with the University Librarian on service development relating to wider strategy and so presents an excellent opportunity for career development. This will include the planning and implementation of new services and business improvement in relation to wider customer service provision.


The successful candidate will be able to demonstrate high quality and innovative customer service skills, be accustomed to team working and be proficient in in the use of IT systems in relation to service management. They will be able to provide high levels of customer care, often in challenging situations and under pressure. They will be able to manage a distributed team, and capable of inspiring and developing both individual members and the team as a whole. The successful candidate will be able to show that their values align with the University’s purpose, to be ‘open to all and dedicated to the pursuit of truth in the service of others’, and a very strong commitment to equality, diversity and inclusion.


Salary will be at the appropriate point on Grade 5, £29,619 - £33,314 per annum with placement according to qualifications and experience.

Homeworking is supported, but this post requires on campus work on a very regular basis.

Informal enquiries should be made to Simon Bains, University Librarian, e-mail:

This post does not meet the minimum requirements for visa sponsorship under the Skilled Worker Route. We are therefore unable to consider applicants for this post that require sponsorship to work in the UK.

To apply online for this position visit

Job Reference Number:  LIB232A

The closing date for the receipt of applications is: 10 February 2023


The Directorate of Digital and Information Services embraces a diverse working environment and recognises the many benefits this can bring.  Applications from individuals from across all of the equality protected characteristics are encouraged.

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