Library Assistant

Durham University; North East; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading university in the United Kingdom is seeking a Customer Service Assistant to provide high-quality services across multiple departments. The role involves face-to-face interactions, planning social media content, and supporting user experience analysis. The ideal candidate will possess strong communication and time-management skills, with experience in front-line customer service. Benefits include generous leave, health support, and career development opportunities.

Benefits

27 days annual leave plus 8 public holidays

Parking and cycle-to-work scheme

Exclusive discounts via benefits portal

On-site nursery access

Health and wellbeing support

Generous pension scheme

Qualifications

• Five GCSEs including English Language and Mathematics or equivalent experience.
• Experience in front‑line customer service and team environments.
• Good spoken and written communication skills for customer interactions.

Responsibilities

• Provide high quality customer service face to face and via the virtual enquiry desk.
• Plan and create engaging social media content.
• Support user experience planning and analysis.

Skills

Customer service skills

Time-management

Good communication skills

Digital skills

Education

Five GCSEs (Grade C or above) including English Language and Mathematics

Tools

Microsoft 365

Digital booking systems

Job description

Overview

The Customer Services Team is part of the University Library and Collections. We provide front‑line customer, visitor and enquiry services across our department, including visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle. Library Assistants support user services, specialist library services, social media, special events, user experience planning, enquiry service and circulation operations.

Key Responsibilities

• Provide high quality customer service face to face and via the virtual enquiry desk.
• Plan, create and post engaging social media content and support special events and campaigns.
• Support user experience planning and analysis and undertake digitisation and online support.
• Operate circulation operations, make appropriate referrals and support user awareness of services and facilities.
• Work Monday to Sunday including bank holidays and weekends every week.

Qualifications

• Five GCSEs (Grade C or above) including English Language and Mathematics or equivalent experience.
• Experience of working in front‑line customer service and in a team, delivering customer‑focused services.
• Time‑management skills to meet deadlines and work under pressure in a fast‑paced environment.
• Good spoken and written communication skills and confidence when interacting with customers and colleagues.
• Good digital skills including using digital devices, apps, Microsoft 365 and digital booking systems.
• Committed to continuing professional development and solving problems as part of a team.
• Knowledge and experience of academic information resources and services is desirable.

Benefits

• 27 days annual leave per year plus 8 public holidays and 4 customary days per year (pro rata).
• Parking across campus and cycle‑to‑work scheme with discounts to local bus and train companies.
• Exclusive discounts via the benefits portal for supermarkets, high street retailers, IT products and day‑out attractions.
• Access to an on‑site nursery and holiday camps for children aged 5‑16.
• Wide‑ranging health and wellbeing support including discounted membership for sport and gym facilities and a 24‑7 Employee Assistance Programme.
• Generous pension scheme and extensive career development opportunities.

Equality, Diversity and Inclusion

Durham University is committed to equality, diversity and inclusion. We actively work towards providing an inclusive environment for all staff and students. We welcome and encourage applications from under‑represented groups, people with disabilities and a range of ethnic communities. We are committed to ensuring fair treatment throughout the recruitment process and will make reasonable adjustments where necessary.