Customer Services Group UK Events

CSGUK hosts an annual conference in November each year aimed at managers and supervisors of customer services within libraries, covering the following themes:

  • Professionalism & Engagement in Customer Service:

  • What does excellence really look like? Tangible examples of quality in Customer Service

  • From Consultation to Collaboration: Involving Customers in the Design and Delivery of Services

  • Equipping customer services staff to provide accessible and inclusive services.

  • Customer Services: the challenge of demonstrating our value and impact

  • Managing changing user expectations of customer services

  • New directions in Customer Services

  • Delivering customer services in the Covid19 pandemic and beyond.

Since 2018 we have been running knowledge sharing events for staff working on the front line customer services, providing opportunities for library assistants and those in similar roles to share the work they do and ideas they have had implemented, often providing their first valuable experience of presenting to the profession.

2021 Events:

Student Behaviour Webinar

Following discussions at the conference in November CSGUK plans to host a webinar (probably in February) on managing student behaviour in our libraries in the current situation. Details to follow.


We also think it would be useful to hear from colleagues in other university departments who are also involved in this, for example, security, student conduct or residential officers, or students who might be employed to help manage behaviour. If you think someone in your organisation would be interested in presenting please liaise with them and let Helen know by the same date.



Front Line Staff Networking Event

Following the postponement of our planned Front Line Staff Networking event in July 2020 we are hoping to run a virtual event in March. These have been very successful in the past, offering staff who work on our front line services the chance to share the work they do, ideas they have had implemented or projects they have been involved in. Please see below or pass on to your teams if you are a supervisor/manager.

If you work as a library assistant or equivalent and would like the chance to speak at an event as well as network (virtually!) with your peers please contact Helen Loughran (  by 29 January with a brief outline of content. It might be about your experiences of working back on campus during the pandemic, delivering a service remotely for the first time or developing a new customer service from scratch in response.

Presentations and content from all our events can be found on our Previous Events page.


Customer Services Group UK 2020