Assistant Librarian

7 days ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Newcastle University Full time

Salary:
£33,966 to £36,024 with progression to £44,263 per annum, pro rata

Newcastle University is a great place to work, with excellent benefits.

We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.


Closing Date: 23 June 2024

The Role


These posts present an excellent opportunity to join our highly regarded Customer Services teams in two of our busy libraries.

Assistant Librarians play an important role across a range of functions, including service delivery, development, and improvement. They ensure the delivery of consistently high standards of customer service across the Library's extensive opening hours.


The ideal post-holders will be excellent communicators with demonstrable experience of successful project management and an extensive knowledge of front-line library services including the use of integrated library management systems.


There are two posts available, one at our Philip Robinson Library (26 hours per week), and one at the Walton Medical Library (18.5 hours per week).

These are campus-based roles, although there may be occasional opportunities for blended working.
You will be asked to indicate which post(s) you are in interested in.

The interviews for these posts will be held on Monday 8 July 2024

Key Accountabilities


To manage and deliver Customer Services, ensuring that the services provided, including enquiries, registration, circulation and allied functions are of consistently excellent quality.

To be responsible for the operational management of the Library building and its services as the senior member of staff on duty, as required


To contribute to the development of innovative front-line customer services across the University's libraries in line with the Library's strategic priorities.

To ensure that strategic aims are developed into operational objectives, and new practices and procedures are defined and implemented in a coordinated way

To line manage a team of staff including: recruitment and selection; undertaking performance reviews; dealing with discipline and grievances; providing coaching and guidance; sickness absence management; and staff development and training

To be responsible for the development and delivery of one or more of the Customer Services areas of responsibility

These may include:
Circulation services

Information support services including physical and virtual enquiry services

Document supply services

Customer engagement work

Registration activities

Marketing and communication activities

Reading list and digitisation administration

Configuration of relevant library systems

Services tailored to specific customer groups e.g. students with disabilities, distance learning students

Service quality assurance

Staff training

To investigate and resolve queries and complaints relating to customer services

To deliver services in accordance with relevant standards and embed best practice

To manage projects related to Customer Services' development

To collate, analyse and report on statistics and management information relating to services and activities that can be used to review and inform service development

To ensure that Customer Services comply with the requirements of health and safety, data protection, DDA, SENDA, copyright and all other relevant legislation

To be responsible for ongoing self-development including keeping up to date with best practice

To provide enquiry support for library users

Any other duties within the scope and general nature of the grade which may be required

The Person

Knowledge, Skills and Experience

Experience of delivering high quality frontline customer services in an academic library or similar environment, including the use of integrated library management systems

Experience of managing multi-skilled teams

Awareness of student life cycles (undergraduate and postgraduate) and issues facing students throughout their studies

An understanding of the role of IT in supporting and developing customer-facing library services

Knowledge of different marketing techniques and approaches

Knowledge of customer service frameworks and best practice

Excellent problem-solving skills, and the ability to encourage innovation and creativity in others

Strong organisation and time management skills with a proven record of delivering to deadlines

Proven project management skills, with experience of successfully implementing change

Coaching/mentoring skills

Experience of measuring and evaluating service effectiveness

Attributes and Behaviour
Communicating

Demonstrates excellent communication skills
Finding solutions

Encourages creative and innovative thinking in self and others

Makes decisions based on understanding wider organisational needs and having considered a range of possible options
Service delivery

Demonstrates commitment to the delivery of excellent service

Knows and understan

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