Customer Service Library Assistant

4 weeks ago

Aberdeen, Aberdeen City, United Kingdom RGU Full time
Position Overview

The Library Services department is dedicated to enhancing the university experience by providing exceptional support and access to relevant resources for students, faculty, and the wider community.

This role entails a commitment of 17.5 hours per week, distributed over two and a half days, specifically on Wednesday afternoons and full days on Thursday and Friday.

The ideal candidate will demonstrate enthusiasm, a proactive mindset, and a willingness to acquire new skills.

A genuine passion for assisting students, along with outstanding communication and customer service abilities, is essential. The candidate should be capable of working independently as well as collaboratively within a team.

The Library Assistant position plays a crucial role in delivering high-quality information services and support to library patrons.


Interview Process:

Details regarding the interview process will be communicated to shortlisted candidates. The starting salary is typically at the lower end of the scale, although exceptional circumstances may warrant a higher starting point.

Key Responsibilities

Reporting Structure:
Reports to the Assistant Librarian – Customer Support

Supervisory Responsibilities:
No supervisory duties

Role Purpose:
To assist in the effective delivery of library services, with a strong focus on providing high-quality front-line support.

Main Duties:
  • Deliver exceptional customer support at Library Help Points, addressing inquiries in person, via email, and through other communication channels.
  • Assist in gathering qualitative and quantitative data related to user inquiries.
  • Support users in navigating electronic information resources, including e-books, e-journals, and the library catalog.
  • Facilitate interlibrary loan requests and coordinate with other libraries and stakeholders.
  • Manage reservations and distance learning loans, as well as the digitization service.
  • Maintain a comprehensive understanding of the library management system and stay informed about new developments.
  • Provide assistance with printing, copying, and IT support, directing users to the appropriate services when necessary.
  • Register external and community members, offering basic orientation to library services.
  • Perform administrative tasks to support the Assistant Librarian - Customer Support and supervisory staff.
  • Cover and oversee the work of library receptionists and shelvers in the absence of supervisory staff.
  • Conduct group orientation tours and basic library inductions as needed.
  • Contribute to promotional activities, representing the library at various events.
  • Assist with the maintenance of library stock, including organization and removal of outdated materials.
  • Foster positive working relationships with colleagues across various departments.
  • Ensure a safe environment by reporting any equipment issues or hazards promptly. Maintain awareness of health and safety protocols.
  • Participate in library development and training activities, supporting the professional growth of library colleagues.
  • Provide guidance and training for Library Student Ambassadors.
  • Manage bookings and schedules for group study rooms and walk-in services.
  • Perform shelving, shelf organization, and book repairs as necessary.
  • Carry out any additional duties as assigned by the Information Services Librarian and the Assistant Librarian – Customer Support.
Essential Qualifications

  • A minimum of 3 Scottish Highers or equivalent, including English.
  • Understanding of effective customer care principles.
  • Proficient IT and clerical skills, including familiarity with Microsoft software and the internet.
  • Excellent written and verbal communication skills.
  • Strong organizational skills with the ability to meet deadlines.
  • Ability to cultivate and maintain positive relationships with internal and external stakeholders.
  • Flexibility and a willingness to learn in a dynamic environment.
Desirable Qualifications

  • Familiarity with Library Management Systems.
  • Experience working in a library setting, particularly in an academic environment.
Personal Attributes

Communication: Ability to convey straightforward and complex information clearly and accurately.
Service Delivery: Proven experience in providing customers with positive and satisfactory service through up-to-date knowledge of available services.
Decision Making: Capability to make informed decisions independently and collaboratively, providing advice that influences others' choices.
Planning and Organizing: Experience in effectively planning, prioritizing, and organizing work to achieve set objectives.

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