Casual Library Support Associate

3 weeks ago

Aberdeen, Aberdeen City, United Kingdom RGU Full time

Job Overview

The Library Service is dedicated to enhancing the university experience by providing a customer-centric approach that guarantees high-quality assistance and pertinent resources for students, faculty, and the broader community.

This position entails 17.5 hours of work distributed over two and a half days, specifically on Wednesday afternoons and full days on Thursday and Friday.

We seek an individual who is enthusiastic, proactive, and eager to acquire new skills. A genuine passion for assisting students, along with exceptional communication and customer service abilities, is essential. The Library Assistant role is vital in ensuring the delivery of top-notch information services and support to library patrons.

Please be aware that this role is campus-based and does not offer remote work options.

Salary is typically at the entry level, though higher starting points may be considered in exceptional cases.

Job Responsibilities

REPORTING TO : Assistant Librarian – Customer Support

SUPERVISORY RESPONSIBILITIES : None

ROLE OBJECTIVE: To assist in delivering an effective Library Service with a strong focus on providing high-quality front-line support.

KEY DUTIES:

• Engage with library users at Help Points, offering exceptional customer support and addressing inquiries in person, via email, and through digital platforms.

• Aid in gathering qualitative and quantitative data related to user inquiries.

• Assist users both in person and through email in navigating electronic information resources, including e-books, e-journals, the library catalog, and online databases.

• Handle interlibrary loan requests, coordinating with other libraries and liaising with staff, students, and partners.

• Oversee reservation processes and manage distance learning loans and digitization services.

• Maintain a thorough understanding of the library management system and stay informed about new developments.

• Provide printing, copying, and IT assistance, directing users to the appropriate IT services when necessary.

• Register external and community members and offer basic orientation to library services.

• Perform administrative tasks to support the Assistant Librarian - Customer Support and Customer Support Supervisors.

• Cover and supervise library receptionists and shelvers in the absence of the Assistant Librarian – Customer Support or Customer Support Supervisors.

• Conduct occasional group orientation sessions and basic library inductions.

• Contribute to promotional activities, representing the University Library at various events.

• Manage stock maintenance, including relocation, weeding, and withdrawals as necessary.

• Foster positive working relationships with colleagues across all levels, assisting other teams as needed.

• Ensure a safe and suitable environment, promptly reporting any defective equipment or potential hazards. Maintain awareness of Health & Safety protocols.

• Participate in library development and training activities, supporting the training of library staff as appropriate.

• Provide guidance and training for Library Student Ambassadors.

• Manage bookings and schedules for library group study rooms and walk-in services.

• Perform shelving, shelf tidying, and book repairs as required.

• Undertake any additional duties of a similar nature as directed by the Information Services Librarian and the Assistant Librarian – Customer Support.

Candidate Profile

ESSENTIAL QUALIFICATIONS

Academic Credentials

• Minimum of 3 Scottish Highers or equivalent, including English

Skills and Knowledge

• Understanding of effective customer care principles

• Proficiency in IT and clerical tasks, including Microsoft Software and internet navigation

• Strong communication skills, both written and verbal

• Organizational skills with the ability to meet deadlines

• Capability to establish and maintain positive internal and external relationships

• Flexibility and willingness to learn new skills in a dynamic environment

Relevant Experience

• Proven experience in delivering high-quality customer service

• Experience in a role requiring a high level of accuracy

• Background in team collaboration and independent work

• Demonstrated initiative and responsibility in previous roles

DESIRABLE QUALIFICATIONS

Skills and Knowledge

• Familiarity with Library Management Systems

Relevant Experience

• Experience in a library setting, particularly within an academic environment

Required Behaviors

Behavior 1: Communication - Ability to clearly convey straightforward information and complex concepts accurately.

Behavior 2: Service Delivery - Experience in providing customers with a positive and satisfactory service through accurate and up-to-date knowledge of available services.

Behavior 3: Team Development - Experience in mentoring or guiding new team members and delivering training on specific tasks.

Behavior 4: Decision Making - Ability to use judgment to make decisions and collaborate with others to reach conclusions.

Behavior 5: Planning and Organizing Resources - Experience in planning, prioritizing, and organizing work to achieve set objectives.

Behavior 6: Analysis and Research - Experience in identifying and utilizing various sources to produce comprehensive reports.

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