Library Assistant (Customer Support) - RGU07409

RGU; Aberdeen City; On-site; GBP 20,000 - 25,000; Full time

Job summary

Robert Gordon University is seeking Library Assistants to join their Customer Support team. The roles involve providing customer service, assisting with Library resource organization, and facilitating access to information for users. Successful candidates will benefit from a supportive work environment and various employment perks.

Benefits

46 days annual leave

Generous pension scheme

Onsite nursery

Sports centre access

Voluntary health and travel benefits

Qualifications

• Minimum of 3 Scottish Highers or equivalent.
• Demonstrable IT skills (MS Word, Excel, Outlook).
• Experience in customer care settings.

Responsibilities

• Assist in the provision of effective Library services.
• Respond to customer queries and support Library users.
• Maintain a tidy study environment in the Library.

Skills

Customer focus

Clear communication skills

Organisational Skills

Demonstrable IT skills

Education

Minimum of 3 Scottish Highers

Job description

Job Summary

Robert Gordon University (RGU) - Aberdeen's university of choice for thousands of staff and students - has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools.

Robert Gordon University Library is seeking full and part time Library Assistants to join the Customer Support team. Based at the Library Welcome Desk, these roles will support the efficient operation of the University Library by providing excellent customer service, assisting with the organisation and maintenance of Library resources, and facilitating access to information for students, staff and external visitors. You will play an active role in responding to customer enquiries and contributing to a welcoming and inclusive environment.

There are 2 permanent posts available. The first working 35 hours per week requiring a 0800 start during Semesters 1 & 2 to open the Library. The start time changes to 0900 in Semester 3 due to reduced opening hours over the summer:

Semesters 1 & 2 (mid-September - mid-May) 0800-1600 Monday-Friday
Semester 3 (mid-May - mid-September) 0900-1700 Monday-Friday

The second post is part time working 17.5 hours per week, Wednesday to Friday, on the following hours:

Wednesday 1300-1700
Thursday 0915-1700
Friday 0915-1700

In keeping with RGU's commitment to work/life balance you will benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.

We are committed to attracting and engaging a diverse range of staff and fostering a culture where everyone feels welcome, comfortable to express their ideas, and can reach their full potential. For more information, please visit Our Diverse Workforce pages.

Job Description

RESPONSIBLE TO: Customer Support Librarian

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:

Customer Support

-Contribute to a high-quality enquiry service, responding to queries received through a variety of different channels.

-Support Library users to locate and use both physical and electronic resources.

-Support Library users to access services on the Library website e.g. appointment and workshop bookings, study room bookings, referencing templates.

-Provide simple IT support as relevant to Library users (e.g. printing enquiries), referring to the IT Services Helpdesk where appropriate.

-Develop and maintain a good understanding of other University teams and services to facilitate effective signposting.

Administration

-Day-to-day operation of inter-library loans, reservation procedures, digitisations, and the postal loan service for online learners.

-Day-to-day management of membership services including Alumni, Community and SCONUL.

-Develop and maintain an excellent working knowledge of the Library Management System to carry out circulation and administrative tasks.

Physical Library and Collections

-Assist in maintaining the Library as a study environment, keeping the space tidy and ensuring appropriate student and visitor behaviour.

-Carry out tasks related to physical collection management including shelving, shelf tidying, stock disposal, collection relocation and book repair.

-Contribute to the provision of a safe and suitable environment, reporting defective equipment or potential hazards, maintaining an awareness of health and safety issues, and participating in emergency evacuation procedures.

User Engagement

-Provide group orientation tours and Library inductions.

-Contribute to engagement activities including stock displays, promotion of Library services, solicitation of user feedback and representing the Library at University events such as Freshers Fair and Open days.

General

-Undertake manual handling duties in line with health and safety protocols.

-Keep up-to-date with continuing professional and technical developments in relevant areas.

-Maintain an understanding of appropriate policies and regulations including GDPR, copyright and health and safety.

-Work flexibly to support other library teams as required.

-Undertake the role in line with the University's core values .

This job description is not exhaustive and the role holder may be required to support other Library teams by undertaking relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or Library priorities and requirements evolve.

Please note that this role is not suitable for remote or hybrid working.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships

-Minimum of 3 Scottish Highers or equivalent qualification.

Knowledge and Skills

-Clear communication skills, both written and verbal.

-Strong customer focus.

-Ability to work alone and as part of a team.

-Capacity to be flexible and learn new skills in a changing environment.

-Organisational Skills, including the ability to meet deadlines.

-Demonstrable IT skills (competent in use of MS Word, Excel and Outlook).

Experience

-Experience of working in a team and independently.

-Experience of demonstrating initiative and resolving basic problems without supervision.

-Experience of working in an environment requiring a high degree of accuracy.

-Experience of dealing with enquiries using different channels e.g. phone, email, in-person.

-Experience of working in a customer care setting.

DESIRABLE REQUIREMENTS

Knowledge and Skills

-Knowledge of the types of information resources and services relevant to higher education libraries.

Experience

-Experience of working in a higher education environment.

-Experience of working in a library - in particular an academic library.

-Experience of using a Library Management System.

Behaviours

Behaviour 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 Work and Motivation - Experience of being supportive and encouraging to others, with a flexible approach to delivering team results. Actively contribute to team morale

Behaviour 4: Planning and Organising Resources - Experience of planning, prioritising and organising your own work or resources to achieve agreed objectives