The Library Service supports the university by delivering a customer focused service that ensures we provide high quality support and relevant resources for students, staff, and the community.
The 17.5 hours will be worked over two and a half days, Wednesday afternoon 1-5pm and 9.15-5pm on Thursday and Friday.
You will be enthusiastic with a proactive approach and a desire to learn new skills. You should have a genuine interest in helping students, possess excellent communication and customer service skills, and have the ability to work both independently and as part of a team. The Library Assistant role is integral to ensuring that we deliver high quality information services and support to Library users.
Please note that this is a campus-based role at RGU's Garthdee campus in Aberdeen and does not have a working from home element.
Interviews: Friday 6th September
Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered.
Job DescriptionRESPONSIBLE TO : Assistant Librarian – Customer Support
RESPONSIBLE FOR : No supervisory responsibility
PURPOSE OF POST: To assist in the provision of an effective Library Service with particular emphasis on the delivery of high-quality front-line services
PRINCIPAL DUTIES:
• Working at the Library Help Points, provide high quality customer support to library users, dealing with queries in person, by email and through social media channels. • Support the collection of qualitative and quantitative data associated with user enquiries. • Support users both in person and by email in the use of electronic sources of information, including e-books, e-journals, the library catalogue, and the internet. • Process interlibrary loan requests, ordering materials from other libraries and liaising with staff, students, and colleagues in partner institutions. • Manage reservation procedures and distance learning loans and digitisation service. • Maintain an excellent working knowledge of the library management system and keep up to date with new developments. • Provide printing, copying and IT support, referring users to the University IT Services Helpdesk where appropriate. • Register external and community members and provide basic induction to library services. • Undertake administration tasks to support the Assistant Librarian - Customer Support and Customer Support Supervisors. • Provide cover and supervise the work of library receptionists and shelvers in the absence of the Assistant Librarian – Customer Support or Customer Support Supervisors. • Provide occasional group orientation tours and basic library inductions. • Contribute to publicity activities, representing the University Library at Freshers' events, Applicants and Open Days. • General maintenance of stock, including relocation of stock, weeding and withdrawals as required. • Build good working relationships with colleagues at all levels assisting other teams when required. • Provide a safe and suitable environment and report all defective equipment or potential hazards immediately. Maintain an awareness of Health & Safety issues. • Attend and contribute to library development and other training activities and support the training of library colleagues as appropriate. • Provide support and training for Library Student Ambassadors. • Maintain bookings and timetables for library group study rooms and the walk in service. • Undertake shelving, shelf tidying, and book repair as required. • Undertake any other duties of a similar level as required by the Information Services Librarian and the Assistant Librarian – Customer Support.
Person SpecificationESSENTIAL REQUIREMENTS
Qualifications and professional memberships • Minimum of 3 Scottish Highers or equivalent including English
Knowledge and skills • Understanding of the elements of good customer care • IT and clerical skills including the use of Microsoft Software and the Internet • Excellent communication skills – both written and verbal • Organisational skills including the ability to meet deadlines • Ability to build and maintain good internal and external relationships • Capacity to be flexible and learn new skills in a changing environment
Experience • Experience of delivering high quality customer service
• Experience of working in an environment that requires a high degree of accuracy • Experience of working in a team and independently • Experience of exercising initiative and showing a high degree of responsibility
DESIRABLE REQUIREMENTS
Knowledge and skills • Knowledge of Library Management System
Experience • Experience of working in a library, in particular an academic library
BehavioursBehaviour 1: Communication - Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner
Behaviour 2 : Service Delivery - Experience of giving customers a positive and satisfactory service, by providing accurate and up to date knowledge of services available in own and related areas of work
Behaviour 3 : Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities
Behaviour 4: Decision Making - Experience of using own judgement to make decisions, making collaborative decisions with others to reach conclusions and providing advice or information that will influence the decisions of others
Behaviour 5: Planning and Organising Resources - Experience of planning, prioritising and organising your own work or resources to achieve agreed objectives
Behaviour 6: Analysis and Research - Experience of identifying and using a range of sources to produces reports that combine different types of data
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