Customer Services Manager
Debbie manages the Customer Services Team who provide a friendly, high quality and efficient front line service seven days a week across nine different Library sites and a variety of online platforms, dealing with more than 10,000 enquiries a month.
Debbie has been instrumental in re-focusing the team to move away from an emphasis on transactional rule-based activities towards the provision of a more flexible, proactive and accessible help and support service which seeks to exceed the expectations of customers and add value to their University experience.
Debbie has a wealth of experience in managing Customer Services teams, ensuring that each member of the team is empowered to put the customer at the centre of the service and to deliver a consistent and holistic approach.
Debbie also encourages the Team to take part in Library wide and University initiatives including participating in the Library’s Widening Participation offer and working collaboratively with University teams including the International Office, the MAP Office and the Student Wellbeing Team with whom a close liaison has developed through their pilot service offer in the Library.