Library Welcome Assistant Derby, England
Job description
Job details
Department
Library and Learner Support
Responsible to
Library Experience Officer
Location
Kedleston Road, Derby Campus
Salary
£20,337 to £20,641 per annum, pro rata (For exceptional performers, there is scope for further progression up to £23,518 per annum)
Closing date
Sunday 8 October 2023
Contract type
Permanent
Post type
Part-time
Reference
0356-23
About the role
About Us
The Welcome Team work at the Library reception and in the study spaces, delivering a high quality customer service and a welcoming experience for all visitors and users of the Library.
The impact you will have
Your role will be to work as part of a team to maintain and promote the Library as a secure and welcoming study environment; providing a friendly, informed and efficient welcome to all visitors.
This role will be based at our Kedleston Road Campus, with occasional shifts at Britannia Mill as and when required.
Would you like the opportunity to join the Library team in supporting our students in their studies?
What we need you to bring to the team
- Strong written and verbal communication skills
- Strong digital capabilities and Microsoft office skills
- The ability to work well as part of a team with a willingness to help others as required.
- Excellent customer service skills
What you can expect from us
We will support you in the delivery of excellent service by providing training with our Library systems. You will be part of a team of eight people in the Library Welcome Team where skills in customer service, organisation, building relationships, and critical thinking will be developed. Regular in-house training sessions are also provided to help our staff develop skills in everything from managing their time to brushing up on their Microsoft Office skills.
Please see the additional document for the working patterns associated with this role.
If you want to know more about the role or working for the University, click apply or visit our Careers page for more information about our benefits and policies.
Principal accountabilities
- Organise and undertake regular patrols of the Library. Observe, investigate, and report all matters of concern regarding Library security and any health and safety issues.
- Whilst floor walking, answer questions from customers concerning other services and procedures; refer to appropriate teams, as necessary. Deal with any queries and complaints efficiently.
- Maintain and promote the library as a safe, secure, and welcoming environment to all customers. Be proactive in communicating Library policy, particularly in relation to study zones and snacks.
- Liaise with University security and other Estates staff, to maintain the building and study space.
- Assist in the evacuation of the building in times of emergency and respond to first aid incidents.
- Provide excellent and efficient customer service and engage with customer service development activities.
- Assist customers with entry to the Library, providing access to students, visitors, and contractors in accordance with library procedures. Issue library keys as appropriate.
- Open and close the Library according to agreed procedures and liaise with University security staff where necessary.
- Identify, investigate, and report incidents concerning Library security systems.
- Shelve and tidy stock in classified order. Move items of Library stock in accordance with manual handling procedures.
- Construct and dismantle shelving as directed, using the appropriate equipment, in accordance with manual handling procedures.
- Undertake administrative and clerical work; managing files and records as directed. Collect and record statistics.
- Assist in the production, construction and dismantling of displays, notices, and signs.
- Work at both Derby sites and provide assistance to other Library teams as and when required.
- Wear clothing provided at appropriate times and occasions.
- Attend team meetings and engage with the department’ review process. Be available for personal development training at specific times during the calendar year. This may include working additional hours during University vacations.
- Carry out duties in a safe and proper manner to comply with responsibilities under the Health and Safety at Work Act and report to immediate supervisor any defective equipment or potential hazards on the premises.
- Understand and comply with the University’s Equal Opportunities Policy and Data Protection Policy.
Person specification
Essential Criteria
Qualifications
- 5 GCSEs or equivalent qualification or experience
Experience
- Recent experience of providing front line customer service
- Recent experience of patrolling premises to maintain a suitable environment
Skills, knowledge & abilities
- Ability to build positive relationships with customers and colleagues
- Good communication skills, both written and verbal
- Ability to work independently with minimum supervision
- Ability to respond and adapt to change
- Strong digital capabilities
- Ability to use initiative and deal with difficult situations calmly
- Good level of observation
- Collaborative approach to work
- Professional approach
Business requirements
- Willingness and flexibility to travel between University sites in a time and cost-effective manner
- Ability to be flexible within the working pattern to meet the business needs, including working evenings, weekends or extended hours
Desirable Criteria
Qualifications
- Customer Service NVQ or equivalent
Experience
- Previous security work experience
- Previous clerical experience
Skills, knowledge, and abilities
- Ability to work across teams, building relationships to ensure a good result and quality service
Benefits
As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.
