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Customer Service Group UK (CSGUK)

By Breege Whiten, on 31 October 2016

CSGUK formed in April 2012, although it was originally called the ‘M25 Customer Services Group’ because it was affiliated with the M25 Consortium of Academic Libraries (a group representing member Libraries across the South East). In the summer of 2014 the group was renamed CSGUK and it became independent and national.

CSGUK is not a formal membership organisation but a group supporting professional development, collaboration and knowledge sharing amongst all levels of colleagues providing customer services within Libraries. However, it does have a formal structure for delivering its resources, news and events. There is a steering group and four task groups: Communication, Benchmarking, Events, and Resources. I am a representative on the Communication task group, and Rachel Nelligan is a representative on the Benchmarking task group. Our roles involve meeting up with our groups at least once per term, and working on CSGUK tasks.

UCL recently hosted the Communications task group meeting, where six colleagues from across the UK met up for the day, to overhaul the CSGUK communications. This included devising a communications strategy, focusing on communication channels (including social media and the web page), communicating with all levels of customer service staff working in UK libraries, and communication for the upcoming conference.
Every year the CSGUK organises a Customer Service conference, and this year the theme is ‘Equipping Customer Services staff to provide accessible and inclusive services’. It takes place on Monday 28th November, Woburn House, and is open to all levels of library staff (see below for details).

As UCL Library Services is currently working towards the Customer Service Excellence accreditation, I would encourage Library staff to engage with the CSGUK website for ideas sharing, best practice, bench marking and practical tools, or apply to attend the conference!

CSGUK conference in November 2016:

Customer Service Excellence accreditation website:

One Response to “Customer Service Group UK (CSGUK)”

  • 1
    Benjamin Meunier wrote on 1 November 2016:

    CSGUK is a source of interesting ideas and good practice, with a really useful Resources and Case studies section. The University of Surrey’s ‘Christmas wishes’ campaign from last year looks like the kind of activity which our users might find engaging, as a light way of getting feedback.
    Great to see you both, Breege and Rachel, representing UCL Library Services in this national group. As we continue with our work on continually improving customer service, I am hopeful that we will see even more UCL staff than King’s on CSGUK and its various sub-groups…

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