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Library Users Services Coordinator Medicine

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London, Greater London, United Kingdom Imperial College London Full time

Location: Charing Cross Campus Library, although the role requires occasional travel to other campuses

Job Summary

We are looking for an enthusiastic and dedicated Library User Services Coordinator to join our team at Imperial College London. Based at our Charing Cross Campus Library (in Hammersmith), you will play a key role in providing efficient and high-quality services to support students, staff and NHS users. As first point of contact for enquiries, you will ensure excellent customer service and a positive user experience. With supervisory and line management responsibilities, you will help manage the operations of a busy issue desk and a small team of library assistants. If you are passionate about making academic libraries as accessible and welcoming as possible, we would love to hear from you.

Duties and responsibilities

  • Supervise and run the day-to-day operations of a library issue desk, including supervising staff and overseeing frontline services
  • Provide outstanding customer service, handling enquiries and ensuring users can access resources and support
  • Line manage and supervise a team of Library Assistants
  • Work with the User Services Group to develop and disseminate policies and procedures that support our users and facilitate excellent customer services
  • Maintain oversight of reported estates defects and ICT incidents, liaising with Estates and ICT to get problems fixed
  • Ensure library policies and best practices are followed consistently across sites
  • Help maintain a welcoming and inclusive study environment

Essential requirements

  • Educated to A' level, or equivalent qualifications or experience
  • Experience in a library environment, some of which should ideally have been gained in the higher education or healthcare sector
  • Experience of providing excellent frontline customer service including enquiries and first line support for service users
  • Familiarity with automated library systems such as Library Management Systems, self issue machines, room booking systems
  • Excellent oral and written communication, both face to face and via online platforms to communicate effectively to a variety of colleagues and library users
  • Good interpersonal skills including an ability to relate to and support different users with varying needs empathically and inclusively
  • Good organisational skills and an ability to prioritise workloads for you and your team and meet deadlines with a minimum of supervision
  • Excellent IT skills
  • Active team member, flexible, co-operative, and dedicated to helping your team deliver a great service together
  • Ability to use initiative to solve day-to-day problems and react creatively and positively when faced with new situations or opportunities for change
  • Care and attention to detail and methodical approach to work
  • Strong commitment to delivering services which are responsive to user needs

Further Information

This role is a full time, permanent position. It is an on-campus role, meaning work hours would usually be spent on site. Your usual hours will be 9-5 or 10-6 Monday – Friday but you may need to work outside these to fulfil duties.

Candidates will need to complete an online application with a statement. We will be shortlisting by checking how your statement addresses our Person Specification. Submissions of CVs alone will not be considered.

Should you require any further details on the role please contact: Rebecca Jones

For technical issues when applying online please email

Closes: 16th June 2024

£38,977 to £43,360 per annum. Level 3a