Senior Information Assistant (SC5045)

UEA; Norwich; Hybrid; GBP 25,000 - 26,000; Full time

Benefits offered by this job

34days annual leave

Family and Work-life balance policies

Generous pension scheme

Health and Wellbeing

Campus Facilities

Exclusive shopping discounts

Personal Development

Job summary

UEA's Library and Learning Enhancement Division is seeking a Senior Information Assistant to join the busy helpdesk, delivering friendly, user-focused support across in-building resources and the UEA Digital Library. You will handle queries, update processes, and gain familiarity with Library Search, the catalogue, and ebook packages, while promoting services and ensuring an inclusive user experience.

Hours are 1pm–9pm, Monday to Friday, with flexible working options including annualised hours

Qualifications

• Customer-focused experience across service environments.
• Good working knowledge of Microsoft Office and web apps.
• Excellent written communication and attention to detail.
• Able to assist users in front-facing, email, telephone and online chat channels.

Responsibilities

• Answer user queries and provide frontline support at the helpdesk.
• Create and update documented processes and contribute to service improvements.
• Familiarise yourself with Library Search, library catalogue and ebook packages.
• Promote and display library services to enhance user engagement.
• Collaborate with colleagues to manage time and deliver a high-quality user experience.

Job description

Library and Learning Enhancement Division

User Experience Team

Senior Information Assistant

Ref: SC5045

Salary will be £25,249 per annum, with an annual increment up to £26,093 per annum.

We are looking for a customer-focused individual to join our busy helpdesk team in the University Library. This role provides a varied working environment dealing directly with users to provide an excellent customer experience both of our in-building resources and services and the UEA Digital Library. We seek applications from people with experience from all kinds of customer service environments who enjoy working within a user-focused team to create a friendly and welcoming environment.

As a Senior Information Assistant you will answer user queries, create and update documented processes and become familiar with our library systems including Library Search, the Library catalogue, online database and ebook packages. You will have opportunity to contribute to changes and improvements within the service to meet user needs and create engaging promotional and display materials.

You must have a good working knowledge of Microsoft Office and web-based applications and be confident assisting users in a front-facing environment as well as through email, telephone and online chat. You will be enthusiastic about supporting all our users equally to access services across the Library and Leaning Enhancement Division and beyond and use your own judgements to make adjustments as necessary to meet the needs of our diverse user community. Excellent written communications skills and high attention to detail are all essential for this role, and you will be a team worker capable of managing your own time and collaborating closely with your colleagues.

There are two full-time posts available immediately on an indefinite full-time basis.

The working hours for these posts will be 1pm - 9pm, Monday to Friday.

UEA offers a variety of flexible working options and although this role is advertised on a full-time basis, we encourage applications from individuals who would prefer a flexible working pattern including annualised hours, compressed working hours, part time, job share, term-time only and/or hybrid working. Details of preferred hours should be stated in the personal statement and will be discussed further at interview.

We value diversity and are committed to creating an inclusive culture where everyone can thrive. We particularly welcome applicants with the protected characteristic of race (Black, Asian and minority ethnic) for this post, as they are currently underrepresented in this type of role within the Library and Learning Enhancement Division. Appointment will be made on merit, and all applicants will be scored against the same criteria.

Benefits include:

• 34daysannual leaveinclusive of Bank Holidays and University Customary days.
• Family and Work-life balance policiesincluding hybrid working and considerable maternity, paternity, shared parental leave and adoption leave.
• Generouspension schemewith life cover for dependants, plus incapacity cover.
• Health and Wellbeing:discounted access to Sportspark facilities, relaxation rooms, 320 acres of rolling parkland, wellbeing walks, Wellbeing Ambassador network, on-campus medical centre including NHS Dentist, Occupational Health and a 24/7 Employee Assistance Programme.
• Campus Facilities:Sportspark, library, nursery, supermarket, post office, bars and catering outlets.
• Exclusive shopping discountsto help cut the cost of household bills, public transport discounts andchildcare and Cycle to Work salary sacrifice schemes where eligible.
• Personal Development:unlimited access to LinkedIn Learning courses, specialist advice and training from our Organisational Development and Professional Learning Team.

Closing date:9 November 2026

The University holds an Athena Swan Silver Institutional Award in recognition of our advancement towards gender equality.

Further Information

For further information, including the Job Description and Person Specification, please see the attached Candidate Brochure.

For an informal discussion about the post please contact Zoe Cross, LLE User Experience and Operations Manager via [e-mail]