Liverpool Hope University is seeking to appoint a Library Student Support Assistant to join our welcoming Customer Services team, supporting students and staff in their use of the Library. The core aspect of this role is staffing the Library’s Help Points and dealing with enquiries face to face, over the phone and online. You will also be expected to provide roving support in the Library, taking a pro-active approach to supporting all library users, and to contribute to the Library’s engagement, feedback and social media activities.
Other administrative tasks will be undertaken as directed to provide students with the resources and services they need, including, but not limited to, tasks related to reserved, overdue, claimed returned and missing items, as well as the handling of materials including shelving of returned materials and stock moves. You will also be expected to provide support to the Customer Services Coordinator to deliver, maintain and develop the library services which support the teaching, learning and research activities of the University. Key skills required for this role include experience of customer services, excellent communication skills, good IT skills and the ability to work as part of a team.
Liverpool Hope University values and promotes diversity and inclusion and we welcome applications from candidates with diverse backgrounds.
This post requires working at The Sheppard-Worlock Library at Hope Park on a rota basis. The shift pattern is Mon - Fri 2pm to 6pm.
Please note that this post will close once 30 applications have been received.
These posts are permanent, subject to the normal probationary period of 12 months.
The selection process will take place in December and will include a written task followed by an interview. Following shortlisting, interviews are expected to take place on Wednesday 11 December 2024.
KEY TASKS / RESPONSIBILITIES
Customer Service is the core responsibility for this role. In addition to this, the postholder will be asked to undertake a range of duties across the Library Service, under the direction of the appropriate member of library staff.
WORK PERFORMED ( Relating to Key tasks)
Customer Service:
• Provide professional and friendly support to students, academics and visitors at all service points.
• Promote services and resources that support an excellent experience for all library users, recognising different cultures and backgrounds.
• Support the provision of inclusive study environments that reflect the different ways students study.
• Participate in Student Engagement activities, gathering feedback and usage data within the library and wider University.
• Assist customers with first line help, referring more complex or subject specific queries to the appropriate member of staff as necessary.
• Check ID cards, books and other material to ensure that only authorised customers enter the library, and that only authorised material is loaned.
• Provide practical help and guidance to users on the self-service machines, printer/copiers and other core IT equipment and systems.
• Issue, discharge and renew materials as necessary.
• Operate a range of systems including the library management system, discovery tool, room booking system etc.
• Undertake roving to providing a safe and conducive learning environment for all, monitor student behaviour and referring difficult situations to senior staff as appropriate.
• Support the Customer Services Co-ordinator to set and deliver customer care standards and ensure comparable standards at all service points.
• Process and satisfy reservation requests including those for students based in the Network of Hope.
• Usage of credit/debit terminal in accordance with University Finance procedures.
Additional duties:
• Provide support in the withdrawal of print materials.
• Comply with Health and safety responsibilities within the library, and report faults to Estates colleagues.
• Shelving, revision, processing, moving and tidying of stock.
Other tasks:
• Clerical work e.g. checking lists of material for duplicates, editing records on library system etc
• Repair existing stock as appropriate, referring unrepairable materials to the relevant Subject Librarian.
• Undertake support work in the development and adoption of new systems within the Library that utilise new technologies.
• Assist and support staff in other areas of the library as required.
• Be involved in project or task and finish groups.
• Undertake such other duties as prescribed by the Head of Library Services that are reasonable in relation to the effective operation and management of the service.
This role description is a guide to the work you will initially be asked to undertake, this may be updated where necessary to meet changing circumstances
MATERIALS, RESOURCES AND EQUIPMENT TO BE USED
• General IT hardware and software e.g. PCs, MS Office etc.
• Relevant Library and University systems as required e.g. Library Management System, Student registry system, telephone system etc.
• Online platforms and software, Zoom etc.
• Equipment such as self-service machines, printer/copiers etc
• PA system
• Card payment machine
• Turnstiles and 3M security equipment
QUALIFICATIONS / EXPERIENCE REQUIRED
Educated to GCSE level or equivalent including numeracy and literacy qualifications
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .