Senior Library Assistant

**Key Duties**
- Deal with a range of enquires from internal (staff & students), NHS Wales users and external (members of the public) customers in a professional manner, establishing their needs and adapting the responses accordingly.
- Work with others to make recommendations for the development and improvement of current University processes and procedures.
- Create good working relationships with key contacts to help improve service levels.
- Undertake a variety of administrative duties to support the team and department.
- Gather and review data to update administrative systems such as databases and spreadsheets, making sure the information is accurate, and highlighting to your manager/supervisor basic trends and patterns.
- Actively contribute to the success of the team and support the supervision and management of it, giving advice, guidance and feedback to colleagues as appropriate.

**Specific Duties**
- assist the Library Operations Manager/Assistant Library Operations Manager with the day to day supervision and operation of the library site;
- support the provision of an effective service for customers including issuing, returning, and requesting items. This could be via self-service or at the desk.
- take responsibility for the order and tidiness of the library site and its collections, delegating shelving and other tasks where necessary;
- actively support library customers by helping to resolve basic IT and library site queries, dealing with those that are more complex and those referred by Library Assistants and referring any queries that cannot be resolved immediately to the appropriate technical support staff;
- guide customers in the use of electronic resources, e.g. e-books, electronic journals and databases;
- support the use of mobile devices;
- support customers via the online chat service dealing with basic and more complex library site queries and referring any that cannot be resolved immediately;
- handle debit/credit card payments for a range of library site activities;
- assist with the operation of printing, photocopying, scanning equipment, laminating and soft binding (where applicable);
- assist with the instruction of library users in the use of resources, such as providing tours for new students and/or assisting with Information Literacy workshops;
- assist with collection management and development within the library site, which may include removing old editions, checking reading lists and stock checking;
- participate in library service working and project groups (this may include arranging meetings and taking minutes as a group member);
**General Duties**
- ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
- uphold the Professional Services Values & Behaviours and local equivalent (where applicable).
- actively contribute to the provision of outstanding/excellent customer service in line with the University Library Service’s Customer Care Promise and Customer Service Excellence Award.
- Abide by University policies and undergo personal and professional development.
- Ensure the ULS regulations are observed.
- Perform other duties occasionally which are not included above, but which will be consistent with the role.

You may be required to work in more than one library site during the course of your employment.

**Person Specification**- Please note that these are also the criteria shortlisted applicants will be assessed against at interview and/or by other means (e.g. a skills test) where applicable.
- **Essential Criteria**
- Evidence of working effectively in a library service, customer service or administrative role, with the ability to carry out a variety of administrative tasks, including writing clearly and concisely.
- Ability to deal with requests for information or service, resolving customer issues where appropriate, or being able to escalate where necessary.
- Ability to speak/understand Welsh or a willingness to learn.
- Ability to set up and maintain standard administrative systems and procedures, including using University systems to collate and record data online and in hard copy. (Training will be provided where required).
- Ability to work well with your team, knowing how to give advice, guidance and feedback (to colleagues and members of the public) as appropriate.
- Ability to plan and organise your own workload within agreed timelines as set by your manager/supervisor.
- Ability to use your initiative to solve problems and respond to queries, finding and proposing the best solution.
- Commitment to Continuing Professional Development (CPD), with a willingness to participate in training activities, including IT, and demonstrating evidence of a flexible approach to a continually developing role.

**Desirable Criteria**
- Experience of working in a library service.
- Successful completion of the International Computer Driving Licence (ICDL) or equivalent IT qualification.
- Knowledge of electronic re