Here to Help

In my role as Head of Customer Service I am responsible for the strategic development and delivery of excellent customer service across UCL Library Services. I lead the Customer Service Teams for the Main and Science Libraries and I also work closely with the Head of Site Library Services, the Head of Liaison and Support Services, plus the Librarians at the Institute of Education and the School of Slavonic and East European Studies.

Obtaining the Customer Service Excellence Standard is an objective of the current Library Strategy and we were fortunate to have a Graduate Trainee work with us from January to May this year which resulted in a comprehensive report covering Customer Service Excellence and User Experience in UCL Library Services. A Customer Service Audit was carried out at all of our 18 Libraries plus a small but innovative User Experience (UX) Project utilising ‘speaking boards’ as an alternative method to obtain feedback. Boards were placed in the Main and Science Libraries and Cruciform Hub asking users what they thought of 24/7 opening in the library. A3 posters were also used at LaSS, IOE, Bartlett and Royal Free for the same purpose. This project had an immediate impact and elicited much feedback, although not all related to 24/7 opening! Lessons have been learned from this Project such as the importance of linking the physical boards with social media (eg Twitter polls) and of responding to user feedback via ‘You said….We say’ notice boards.

We have recently launched a Service Charter which sets out our commitment to people who use our service and what we ask in return. This was produced after consultation with Library users and staff. The Charter can be read on our website and physical copies of are available at all of our Libraries.

Christmas Opening Hours

If you’re planning to use our libraries during the Christmas period please visit our website for full details of opening times.

Peter Dennison, Head of Customer Service