Recruitment

Recruitment Role Profile Form (Template)Version 1.0Last amended: January 2014

THE UNIVERSITY OF NOTTINGHAMRecruitment Role Profile Form

Job Title: Library Support Assistant

School/Department: Libraries and Research and Learning Resources – Customer Services

Salary: £14,138 - £15,456 per annum, depending on skills and experience. Salary progression beyond this scale is subject to performance

Job Family and Level: Administrative, Professional & Managerial Level 1

Contract Status: Permanent

Hours of Work: Part-time 15 hours per week Thursday 12-5pmSaturday 5-10pmSunday 5-10pm

The post holder will be required to work on one Bank Holiday or University Closed Day/holiday every year. This will be agreed in advance, by mutual consent wherever possible, dependent on operational requirements. It may be in a different library from their normal place of work, and may be at a different time from their normal hours of work but will not exceed the longest shift in their normal work pattern.

Location: The role holder may be asked to work in other libraries

Reporting to: Senior Library Adviser

Purpose of the New Role: To actively promote and support a wide range of high quality, frontline library services to students, staff and members of the public.

Scope of RoleThe role holder will provide frontline library customer services as part of a team reporting to a Senior Library Adviser. This role can be physically demanding and involves working in a variety of different areas carrying out a range of tasks according to a rota. They include working at a library counter, at the reception, enquiry or exit desk, standing at the self service machines helping users understand how they work, and sorting, shelving and tidying books. This means that you could be on your feet for long periods, bending, stretching and lifting.Staff must be flexible and proactive in their approach and able to work well under pressure. They must have good communication skills and a positive approach to customer service.

Main Responsibilities % time per year

1. To offer a comprehensive frontline help and enquiry service, including welcome 90%

and orientation support for students at key times of the year, by answering basic and directional enquiries

maintain and develop a good knowledge and understanding of library services (including basic IT services) and be able to answer enquiries by phone, online and face to face

offer help and advice in a friendly and efficient way understand the appropriate referral routes for more complex queries actively promote and support the use of library resources and services,

offering help appropriately maintain and develop a good knowledge of the sources of self-help

available for customers maintain and develop a working knowledge of accessibility issues

relevant to library buildings and services respond positively to customer feedback work constructively within and across teams to deliver the best service

possible

2. To support the welcome/reception service and security of the library building and contents

Operate the access management system and issue visitor cards Ensure the security of library items at the exit Open and close buildings Switch equipment on/off

3. To support the efficient running of lending processes Issue, return and renewal of library stock, interlibrary loans, AV and IT

equipment on the library management system Input accurate data onto the library management system Take payments by cash, cheque or cards Perform basic tasks to support library services e.g. printing, scanning,

photocopying, filing, tidying public areas.

4. To promote and support the use of a range of self-service equipment including self-issue and return, payment kiosks, multi-functional devices (print, copy and scanning), AV equipment. Replenish consumables, provide help with basic problems and report faults appropriately.

5. To assist in the day-to-day management of stock within and between libraries Shelve and shelf tidy library items, including heavy books Retrieve and process items that have been requested or are new Sort and return stock to the shelves Identify, remove from shelves and send for repair library stock to

extend its useful life for library customers Carry out stock moves Maintain book trolleys and kikstools to ensure they remain in a safe and

useful condition Receive, check and distribute mail Pack material for delivery

6. To ensure that library customers adhere to the regulations about behaviour in order to maintain an acceptable standard and a suitable learning environment in the library.

7. To actively demonstrate a commitment to high quality service delivery contribute to the review of services, highlighting any discrepancies or

improvements that might be made maintain an awareness of library services as they develop

5%

8. To undertake a programme of continuing personal development, including development of particular skills and knowledge required for the role.

5%

Page 2 of 4

Attendance outside the role holder’s normal working hours may be required.

Any other duties appropriate to the role and level.

Knowledge, Skills, Qualifications & Experience

Essential DesirableQualifications/ Education

Educated to at least GCSE level including Maths and English at grade C or above, (or equivalent)

Skills/Training Written and verbal communication skills

Proven ability to work effectively and efficiently both when alone and in a team

Proven ability to work well under pressure

A commitment to deliver a high quality professional service to students and staff

Ability to gain new skills quickly

Flexible and adaptable Accuracy and attention to

detail Working knowledge of

Microsoft Word, email and the web

An interest in and awareness of university libraries and the services they offer

Experience Some relevant experience in a face to face customer service role

Previous experience of working in a library

Previous experience of using a cash register and taking card payments

Decision Making

i) taken independently by the role holderPrioritising own workload according to the rota and within supervisory guidelinesDeciding when to refer enquiries and complaints from customersWaiving small fines (less than £10) after discussion with customerExtending the hold period for a reservation when appropriateAltering and amending reservations when appropriate

ii) taken in collaboration with othersImprovements or changes to daily working routinesLiaising with other staff on completion of daily and routine tasks and procedures

iii) referred to the appropriate line manager (please name) by the role holderSpecialist library enquiries – Library Adviser or Senior Library AdviserCustomer complaints which are becoming difficult or impossible to resolve at the counter - Library Adviser or Senior Library AdviserCustomer feedback - Senior Library AdviserRequests to change working procedures - Senior Library AdviserDay-to-day health and safety or building matters requiring attention - Library Adviser or Senior

Page 3 of 4

Library Adviser

Page 4 of 4