• Leading on the development of a learning skills framework to encompass the range of skills support and opportunities delivered by the Library Services• Liaising with the Dental Institute and Faculty of Social Sciences and Public Policy on the resource needs and skills support • Leading on our collaboration work with students, faculties and other university-wide skills providers• Designing and delivery skills support workshops and e-learning content• Producing internal and external documentation and guidance to support the customer focused work of the team

• Managed a team of business support assistants and project officers• Responsible for bringing to university-wide ‘Quality for King’s’ customer service programme to multiple Directorates• Developing and embedding policies on culture, staff management and development and equality and diversity• Designed a toolkit of over 30 staff development guides

• Chaired the service-wide Training & Development Group and leading on Library Services & Employability’s staff development policies procedures and activities • Developed and delivering high quality information literacy classes and online resources to support in class and self-directed learning• Led the Directorate wide Culture working group as part of the Quality Services programme• Contributed to team and service wide strategic and operational development through team and individual objective planning• Managed multiple Library Services and SED budgets

• Led a team of Senior Library Assistants, Library Assistants and Shelving Assistants in the delivery of a high quality customer focused service• Led on several Library Services projects and customer services operational plan objectives• Reviewed and improved services and processes in response to customer and staff feedback• Fostered a team culture of empowerment and shared responsibility within own team and service wide• Led on staff development activities for the Customer Services Division• Liaised and worked with key colleagues university-wide in delivering excellent customer experiences

•Preparing and delivering information literacy training, both embedded and standalone classes, supported by the online learning environment•Providing training on Endnote and Endnote web for students and staff•Providing 1-1 research support and weekly information skills drop-in sessions for students, staff and NHS professionals•Maintaining and developing subject support webpages•Maintaining and developing hard copy library handouts and online tutorials•Preparing and delivering staff training.•Participating in several project and working groups- social media, web development, customer feedback.

•Line managing a team of Information Support Assistants.•Providing research support at the helpdesk and creating research support material.•Delivering Information Literacy training to students and NHS professional•Contributing to the management of Queen Mary’s academic publication database.•Organising and delivering staff training. •Responsible for answering all medical site email enquiries and web-help-desk enquiries.•Member of several cross team working groups designed to improve service delivery - social media group, website development group and circulations & systems group. •Responsible for medical site acquisitions and cataloguing.

•Provided research and enquiry support at the information desk.•Assisted in formalising the library’s digital copyright policy.

•Assisted with research enquiries on the information desk.•Held responsibility for incoming Law Standing Orders, UN documents and UK Government Papers.•Held responsibility for sourcing essential out of print and grey literature.•Added items to the Institutional Repository•Created reading lists for teaching support services•Catalogued books with bibliographic services•Processed inter-library loan requests

•Responsible for library registration and enquiry support.•Processed library stock and inter-library loan requests.•Assisted with organising, promoting and running library events and exhibitions.

•Contributed to a research project for the Irish Institute of Training and Development.•Creation of surveys and content analysis of survey results.•Advanced use of Excel and SPSS 15. •Proof reading and editing of documents.

•Manager of the second hand books department.•Assisted customers and answered stock queries.•Bought and priced all second hand materials.