CSGUK and The Library, Royal Holloway, University of London hosted a webinar via MS Teams on Tuesday 21 March 13:30 - 15:00 on delivering skills for customer services staff.

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Following on from the theme of this year's conference "Recruit, Develop, Thrive" we spent more time exploring how we are developing the skills of staff working in academic libraries customer services.

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We heard from:

• Sue Haslam of London South Bank University on her role as Staff Development Team Leader for Library and Learning Resources and the training of frontline staff.  Sue’s colleague Richard Griffin also shared their Staff Development Libguide;

• Laura Lay of Falmouth Exeter Plus on their Learning Weeks staff development programme; sharing knowledge across the directorate and with two University partners;

• Dr Stephanie Jones from The Hive, Worcester, on how they identify the skills needed to deliver excellent customer service in their integrated university and public library partnership;

• Bruce Mitchell from Kingston University on their Integrated Training Model which creates a standard approach for opportunity and development within an evolving frontline service.

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Links to some of the presentations are below.

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