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Library Experience

About the Team

The Library Experience Team delivers frontline services, supports library users, manages study spaces, coordinates membership services, and helps create welcoming and inclusive environments across the University's libraries. Through both in-person and digital services, the team plays a key role in supporting learning, teaching, research, and student success by providing welcoming, responsive, and accessible services for every library user.

Help and Support Service

As the first point of contact for library users, we help people find the collections, services, and support they require.

We respond to enquiries through a range of channels, including:

  • In-person helpdesks across library sites.
  • Live Chat and online support services.
  • Telephone enquiries.
  • Service tickets.
  • Social media platforms.

Our aim is to provide a welcoming, responsive, and accessible service for every library user.

Membership

In addition to supporting University of Manchester students and staff, we welcome a wide range of external users who access our facilities and services.

The team manages library membership and access arrangements for:

  • Students from other universities through the SCONUL Access Scheme.
  • University alumni.
  • Members of the local community.
  • College students.
  • Asylum seekers through the City of Sanctuary Scheme.

Accessibility Support

We work closely with the University's Disability Advisory and Support Service (DASS) to provide frontline accessibility support and ensure library services are inclusive and accessible.

This includes:

  • Delivering tailored library inductions to meet individual needs.
  • Highlighting relevant facilities, equipment, and support services.
  • Providing administrative support, including extended loans, advance ordering of materials, and alternative formats where available.
  • Supporting users in accessing suitable study spaces and library resources.

Click and Collect Service

The Click and Collect service enables users to request items and guarantee they are ready for collection when they arrive at the library.

Each day, the team retrieves, processes, and prepares materials from across multiple library sites, helping users access resources quickly and efficiently.

SafePod

The SafePod provides a secure research environment for users working with highly sensitive data.

The Library Experience Team coordinates and supports all visiting researchers by:

  • Managing bookings and access arrangements.
  • Delivering inductions and guidance.
  • Providing on-site support throughout visits.
  • Ensuring compliance with SafePod procedures and requirements.

Library Spaces

The team plays a key role in maintaining welcoming, safe, and effective study environments across the University's libraries, including:

  • Main Library
  • Alan Gilbert Learning Commons (AGLC)
  • Architecture and Humanities Library (AHA)
  • Eddie Davies Library
  • Stopford Student Hub and Library
  • SEED Student Hub and Library

We regularly monitor public spaces, furniture, equipment, and facilities to ensure they remain functional and fit for purpose.

In addition, the team:

  • Responds to and manages space-related issues reported by library staff and users.
  • Liaises with Estates colleagues, contractors, and specialist teams to resolve issues and improve facilities.
  • Supports refurbishment projects, service developments, and space enhancement initiatives.
  • Helps ensure library environments remain welcoming, inclusive, and conducive to study and research.

Library Experience and Spaces Manager

Leads the Library Experience Team in delivering high-quality frontline services and creating welcoming, supportive, and inclusive study environments across all library sites.

Responsible for strategic planning, service development, performance management, staff wellbeing, and ensuring an excellent user experience.

Assistant Library Experience Manager

Support the Library Experience and Spaces Manager in the delivery of high-quality frontline services and the ongoing development of library spaces and user experience.

They provide operational leadership and staff support across multiple library sites.

Library Spaces Coordinator

Oversees the maintenance, development, and enhancement of public and staff spaces across all library sites.

Works closely with Estates colleagues, contractors, project teams, and library colleagues to coordinate improvements, manage space-related issues, and ensure library environments remain safe, welcoming, and effective for study, teaching, and research.

Library Experience Coordinator

Library Experience Coordinators coordinate the day-to-day delivery of frontline library services across multiple sites and online service channels, ensuring a high-quality, consistent, and inclusive user experience. They oversee daily operations, support staff in the delivery of services, and manage complex user enquiries. They also coordinate accessibility support. The role contributes to the successful delivery of projects, service enhancements, and key Library campaigns, while promoting continuous improvement across services, spaces, and the overall user experience.