Senior Library Assistant

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Senior Library Assistant

The post of Senior Library Assistant is a diverse customer services role, dealing with a range of enquiries face to face, by telephone and via our internet chat service – no day is the same as another.

You will assist with ensuring our customers get the books and journals they want when they need them, both physically and electronically. You will also support our remote services, including the Ask A Librarian instant chat facility.

You will use your IT skills to assist customers and colleagues, including academic staff, students and members of the public.

Although you may be based at one primary library, you will be required to work across all Cardiff University library sites to support the library service – all library sites are based in Cardiff.

The post is part time, 14 hours per week, and open ended.

Working Pattern:
Monday – 09.30 to 14.30
Tuesday – 09.30 to 14.30
Wednesday – 09.30 to 13.30

Salary: £21,197 to £23,144 pa, pro rata for part time hours (Grade 3)

We offer an excellent renumeration package including 32 days annual leave per year plus 8 bank holidays, pro rata for part-time staff, as well as access to a range of staff discounts and development opportunities through accredited training.

You will be part of a team ensuring that the library services:

• are delivered in a customer friendly and customer focused way, in line with the library service’s Customer Care Promise;
• are responsive to the changing needs of University staff, students and those of the appropriate NHS Trust;
• support the University’s teaching, learning and research programmes;
• support the University’s “Way Forward” strategy (http://www.cardiff.ac.uk/thewayforward ).

You will engage and uphold the University Library Service’s values and behaviours. (See additional information).

Date advert posted: Tuesday, 20 September 2022

Closing date: Tuesday, 4 October 2022

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world.  In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Job Description

In cooperation with other members of the team:

• assist the Library Operations Manager/Assistant Library Operations Manager with the day to day supervision and operation of the library;
• support the provision of an effective service for customers including issuing, returning, and requesting items. This could be via self-service or at the desk. This will include moving books and emptying book return bins and delegating these tasks where appropriate;
• take responsibility for the order and tidiness of the library and its collections, delegating shelving and other tasks where necessary;
• actively support library customers by helping to resolve basic IT and library queries, dealing with those that are more complex and those referred by Library Assistants and referring any queries that cannot be resolved immediately to the appropriate technical support staff;
• guide customers in the use of electronic resources, e.g. e-books, electronic journals and databases;
• support the use of mobile devices;
• support customers via the online chat service dealing with basic and more complex library queries and referring any that cannot be resolved immediately;
• participate in library service working and project groups;
• handle cash and card payments for a range of library activities;
• assist with the operation of printing, photocopying and scanning equipment;
• assist with the effective operation of soft binding and laminating equipment;
• collect, collate and analyse data to inform decision making for library operations;
• assist with the instruction of library users in the use of resources, such as providing tours for new students and/or assisting with Information Literacy workshops;
• assist with collection management and development within the library, which may include removing old editions, checking reading lists and stock checking;
• take operational responsibility for specific administrative tasks;
• ensure that the University Library Service (ULS) Regulations are observed;
• participate in a continuing programme of training and development;
• liaise with other parts of the library service, other departments and Academic Schools to fulfil service needs;
• actively contribute to the provision of outstanding/excellent customer service in line with the University Library Service’s Customer Care Promise and Customer Service Excellence Award.
• Training and support will be provided.

General Duties

• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties
• Abide by University policies on Safety, Health and Environment and Equality and Diversity
• Perform other duties occasionally which are not included above, but which will be consistent with the role

You may be required to work in more than one library site during the course of your employment

Person Specification

Important notice:

• It is the University’s policy to use the person specification as a key tool for short-listing. Candidates should evidence that they meet ALL of the essential criteria as well as, where relevant, the desirable.
• As part of the application process you will be asked to provide this evidence via a supporting statement.
• Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below.
• Your application will be considered based on the information you provide under each element.

When attaching the supporting statement to your application profile, please ensure that you name it with the vacancy reference number, e.g. Supporting Statement for 15169BR

Essential Criteria

NVQ 2 or GCSE Level A-C or equivalent, or equivalent relevant experience.

Proven ability to communicate information, both orally and in writing, to a wide range of people. Ideally the successful candidate should be able to communicate in Welsh and where necessary we will support individuals into developing these skills.

Proven ability to deal with customers face-to-face, over the telephone, online or via email promptly, calmly, effectively and courteously.

Evidence of an ability to plan, prioritise and organise own work flexibly, working unsupervised to deadlines.

Proven ability to deal with referred requests, solve problems using initiative and to know when to refer more complex queries.

Evidence of working effectively as part of a team, providing guidance and support to other team members where necessary.

Evidence of working effectively in a library service or customer service role.

Demonstrable experience of using IT applications such as Microsoft Office, email and the Internet.

Demonstrable commitment to Continuing Professional Development (CPD), with a willingness to participate in training activities, including IT.

Evidence of a flexible approach to a continually developing role.

Desirable Criteria

A-levels or equivalent.

Successful completion of the European Computer Driving Licence (ECDL) or equivalent IT qualification.

Knowledge of electronic resources e.g. e-books, electronic journals and databases.

Knowledge of mobile technologies.

Experience of working in a Higher Education (HE) environment.

Additional Information

ULS Values and Behaviours

Listening

• We encourage feedback from our customers
• We treat customers and colleagues with respect
• We are solution-focused
• We listen to staff at all levels

Delivering

• We work effectively together to deliver professional services
• We are consistent, fair and approachable
• We value honest, transparent and clear communication
• We take pride in delivering excellence
• We encourage and support our staff to achieve their full potential

Improving

• We anticipate future needs
• We embrace change and innovate
• We review our performance to drive change
• We put the customer at the heart of the improvements
• We learn from and share best practice

The University Library Service is one of number of departments within Cardiff University’s Professional Services.

The University Library Service is part of the University’s Department of Academic and Student Support Services.

The University Library Service consists of multiple libraries across Cardiff University, providing access to 1.1 million printed books, access to more than 1.5 million online books, journals and resources, and an extensive range of rare and historical books and archives. Each library operates in close co-operation with its academic schools to ensure that the services they offer continue to meet the needs of all teaching, learning and research groups. The University Library Service also delivers services to Cardiff and Vale University Health Board, Velindre University NHS Trust, and the NHS Wales Library and Knowledge Service Partnership.

As well as housing printed and electronic books and journals, the libraries also offer many services to enable specialist research, including the SURE team of systematic reviewers and unique research collections such as Special Collections and Archives, the European Documentation Centre, and other archive facilities.

The online library catalogue provides easy access to library services, including locating resources, checking library borrowing, and requesting items.

The University Library Service is committed to excellent customer service. The Library Service has been awarded the ‘kitemark’ of the UK Government’s national Customer Service Excellence ® standard, which recognises that customer service is at the centre of our services.  We are committed to providing a service which is friendly, helpful and responsive to the needs of our customers and do everything reasonably possible to ensure the reliability of our services.

In addition, Cardiff University is one of the largest organisations in Wales to be awarded Investors in People accreditation.

Job Category

Admin / Clerical, Library Services