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Senior Library Assistant

2 weeks ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
To support the delivery of first-class customer service to all users of the College Library Support Team service points as part of the Reach Out team. Ensure day to day customer focused delivery of high quality services that maximise service quality, efficiency and continuity to increase student and staff satisfaction.
To deliver a range of administrative, bibliographic and customer services and to work collaboratively with your team-mates and other Reach Out colleagues to proactively deliver operational objectives, planning and prioritisation.

**Main Duties and Responsibilities**
1. Deliver friendly, customer-focused, proactive support to a diverse range of users at the Vet/Dental/Chemistry libraries and the University Library by maintaining a high profile presence, proactively taking action to resolve enquiries and deliver an excellent customer experience in person and/or digitally, ensuring a consistent service approach across all Reach Out locations.
2. Use initiative, judgement and knowledge of library policy and procedure in the day to day running of the branch library. Working without direct supervision, but with ability to seek support from supervisor and colleagues using online platforms.
3. Process the accurate recording and banking of all monies received using Agresso. Report issues to CLST senior colleagues.
5. Liaise with team supervisor to support the day-to-day running of the department; complete work as directed, ensuring effective Reach Out service delivery and an excellent student experience.
7. Maintain a safe and pleasant environment for library users and our staff. Report any maintenance and facilities faults and monitor behaviours.
8. Assist with Reach Out team training and participate in the regular review of training and support materials, such as CLST manual, UofGHelpdesk, KnowledgeBase and the Reach Out baseline.
9. Liaise with the College Library Support Team Manager to report any issues, trends and recommendations for service improvements which might contribute to longer term developments.
10. Work across 4 specialist library services as required and assist with tasks as instructed by College Library Support Team Manager.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

**Skills**

**Essential**:

C1 Excellent interpersonal skills to work effectively with a diverse range of user groups.
C2 Ability to work independently and as part of a team.
C3 Well developed skills to deal with challenging situations and achieve good outcomes.
C5 Attention to detail and the ability to work to a high level of accuracy in all work undertaken.
C6 Ability to resolve complex enquiries and share outcomes with team members to develop their knowledge and skills.
C7 Ability to react to changing issues/priorities as they arise.
C8 Proven commitment to continuous professional development to enhance own skills and knowledge.

**Desirable**:

D1 Knowledge of library management systems.

**Experience**

**Essential**:

E1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role with qualifications above or demonstrable experience of personal development in a similar facilities or specialist role.
E2 Customer service experience, including face-to-face, digitally or by telephone.
E3 Experience of managing own workload and working independently.

**Desirable**:

F1 Experience of cash handling, data handling and compliance with GDPR.
F2 Experience of giving tours and speaking to groups.

**Terms and Conditions**
Salary will be Grade 4, £22,197 - £24,715 per annum.
This post is full time (35 hours per week) and open ended.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
3 A flexible approach to working.