User Service Specialist - أخصائي خدمات المستفيدين

University of Khorfakkan; Khor Fakkan; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading academic institution in the United Arab Emirates is seeking a Library Services professional to provide user support, manage circulation processes, and assist with library resources. The ideal candidate holds a Bachelor's degree in Library and Information Science and possesses 2–4 years of relevant experience. Responsibilities include aiding users in accessing materials and maintaining library operations. Proficiency in both Arabic and English is essential for effective communication with the diverse user base.

Qualifications

• Bachelor’s degree in Library and Information Science, Information Studies, or a related field.
• Proficiency in Arabic and English (spoken and written).
• 2–4 years of experience in academic or research library user services.

Responsibilities

• Provide in-person and online support to users regarding library resources.
• Handle daily circulation processes and maintain course reserves.
• Assist users in locating books, journals, and digital content.

Skills

Communication

Customer Service

Problem-Solving

Collaboration

Adaptability

Education

Bachelor’s degree in Library and Information Science or related field

Tools

Library management systems

Digital databases

Job description

Education

• Bachelor’s degree in Library and Information Science, Information Studies, or a related field.
• Professional certification in library operations or user services is an advantage.
• Proficiency in Arabic and English (spoken and written).

Experience

• 2–4 years of experience in academic, research, or public library user services.
• Working knowledge of library systems, circulation workflows, and reference services.

User Support & Assistance

• Provide in-person and online support to users regarding library resources, facilities, and policies.
• Assist users in locating books, journals, digital content, and academic materials.
• Support new students and staff during library orientation sessions.
• Address user inquiries, concerns, and complaints courteously and professionally.

Circulation & Access Services

• Handle daily circulation processes, including check-outs, returns, renewals, holds, and fines.
• Maintain course reserves and assist with interlibrary loan requests.
• Perform opening and closing procedures according to library standards.
• Support access to digital resources and troubleshoot basic access-related issues.

Reference & Information Support

• Provide basic reference services and guide users in research tasks.
• Conduct brief tutorials on the use of library tools, database search skills, and discovery systems.
• Assist faculty and students in identifying relevant academic materials.

Service Improvement & User Engagement

• Collect user feedback and share improvement ideas with the Head of User Services Section.
• Assist in planning and delivering library promotional activities, events, and campaigns.
• Maintain accurate usage statistics, daily activity logs, and service reports.
• Collaborate with cataloguing, digital services, and other sections to enhance user experience.

Operational Support

• Ensure shelves are well-organized, materials are in correct order, and spaces remain user-friendly.
• Maintain proper functioning of equipment such as scanners, self-service kiosks, and computers.
• Follow all library policies, procedures, and safety protocols.
• Support special projects and additional duties assigned by the Head of the Section.

Other Duties

• Undertake additional responsibilities and special projects as assigned by management.

Soft Skills

• Communication: Explains library services, procedures, and policies clearly and professionally.
• Customer Service: Provides a welcoming and supportive environment for users.
• Problem-Solving: Identifies and resolves user issues promptly and effectively.
• Collaboration: Works efficiently with colleagues, faculty, and other departments.
• Adaptability: Responds effectively to changing user needs and evolving technologies.

Technical Skills

• Library Systems: Uses library management, cataloguing, and circulation systems efficiently.
• Digital Resource Management: Assists users with databases, e-resources, and online materials.
• Instructional Skills: Delivers guidance and training sessions on library tools.
• Data Analysis: Collects and analyses user service data for reporting and improvement.
• Digital Literacy: Supports users with digital tools and technology-based library services.

Behavioural Competencies

• Integrity & Ethics: Follows policies and maintains confidentiality when handling user information.
• Accountability: Completes tasks accurately, on time, and with proper documentation.
• Communication: Interacts clearly and professionally with users and colleagues.
• Collaboration: Supports team operations and assists during high-demand periods.
• Adaptability & Resilience: Manages shifting priorities calmly and effectively.

Technical Competencies

• Operational Support: Performs daily library tasks such as circulation, shelving, and user assistance.
• Process Adherence: Follows established workflows for cataloguing, loans, and user queries.
• Compliance Support: Ensures alignment with library policies and service standards.
• Technology Use: Utilizes digital databases, library systems, and online platforms.
• Resource Handling: Maintains library materials and ensures proper use of equipment and digital tools.