User Service Specialist - أخصائي خدمات المستفيدين

University of Khorfakkan; United Arab Emirates; On-site; AED 80,000 - 110,000; Full time

Job summary

A leading educational institution in UAE seeks a dedicated Library User Services Officer. The successful candidate will provide in-person and online support for library resources, assist users in finding academic materials, and ensure efficient circulation processes. Ideal applicants should have a Bachelor’s degree in Library Science, strong proficiency in Arabic and English, and 2–4 years of relevant experience in library services. This role emphasizes customer service, technical skills, and collaboration within a dynamic library environment.

Benefits

Professional development opportunities

Health insurance

Qualifications

• 2–4 years of experience in academic or public library user services.
• Working knowledge of library systems and circulation workflows.
• Proficiency in providing user support and assistance.

Responsibilities

• Provide support to users regarding library resources.
• Handle daily circulation processes including check-outs and returns.
• Conduct tutorials on library tools and database search skills.

Skills

Proficiency in Arabic and English

Communication Skills

Customer Service

Problem-Solving

Collaboration

Adaptability

Education

Bachelor’s degree in Library and Information Science

Professional certification in library operations

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.

Nationality

• Applicants must be UAE citizens.

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 analyzes 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.