Case studies

The numerous roles within the department include special relationship managers, front desk receptionists and switchboard managers, cross-site support teams, call handlers and business account managers.

As a team, we answer 2,500 calls, plus e-mails, each week, covering the Box Office, Reader Services, Imaging Services and On Demand orders, as well as many ‘left field’ requests.

Every day is genuinely different, with each new call or email potentially conjuring up some unheard of challenge or request. Users might be calling about an upcoming Box Office event or trying to find a specific journal – we’ve even had a neurosurgeon call in the middle of complex brain surgery. The way we see it, every day in Customer Services is a ‘school day’ and there’s always something new to learn. 

The variety of calls and requests we receive makes life in the Customer Services team unique, while the close contact with Library users means that we develop a real rapport, great relationships and even friendships.