Information Assistant in Durham

The University

At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinary things and we invite you to join our fantastic team. Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.

At the University we promote and actively champion equality, diversity and inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.

We welcome and encourage applications from members of groups who are under-represented in our workforce including people with disabilities, women and black, Asian and minority ethnic communities.

The Role and Department

The Customer Services Team is part of University Library and Collections (ULC). We provide front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces 7 days a week, including 24/7 during part of the academic year.

Information Assistants contribute to the frontline customer service provision, ensuring that all customers have a high-quality experience, through working on information points, answering queries, proactively providing information and assisting customers. Specific tasks across our sites include:

• Visitor guiding
• Exhibition preparation
• Working on our Help and Information desk answering queries and assisting customers
• Supporting special events, student focused campaigns and engagement activities
• Undertaking user experience (UX) activities
• Circulation tasks including book returns and some re-shelving
• Maintenance of the collections
• Undertaking opening and closing routines
• Maintaining study spaces and galleries

This post may work across Visitor and Library Services in our various museums, heritage buildings and libraries. The Customer Services team work Monday to Sunday, including bank holidays, as part of a standard rota. The shift pattern for this role will include weekend working every week.

The Department

In January 1833 Bishop William van Mildert donated 160 volumes to find the University Library, located on Palace Green. Today the University Library and Collections offers spaces, collections, expertise and services supporting education, research, the wider student experience and cultural and educational outreach. Collections and services operate across a wide estate of libraries, archives, museums, galleries and exhibition spaces, including the UNESCO World Heritage Site on Palace Green. Our nationally and internationally recognised collections span early books, archives and manuscripts, museum objects and art, print and electronic materials and include a repository of digitised materials, research outputs and research data. We are an ambitious and developing team with a focus on providing the best experience for our students, researchers and the wider community. We are valued partners working with students, professional services and academics across the University, and professionals and organisations regionally, nationally and internationally. The University Library and Collections is made up of six sections: Collections; Customer Services; Education, Learning and Engagement; Research and Systems; Museums, Galleries and Exhibitions; and Finance and Administration.

Further information about the role and the responsibilities is at the bottom of this job description.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:

• You’ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days (pro rata).
• No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
• You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
• Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged.
• We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
• We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
• Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
• If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.
• We offer generous pension schemes with varying contribution amounts to help you plan for your future.

Discover more about our total rewards and benefits package here.

What you need to demonstrate when you apply

To be considered for this role, here are the skills/experience we’re looking for:

• Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
• Experience of working in a team delivering customer-focused services or having relevant qualifications for the role.
• General administrative experience in an office/customer service role.
• Relevant experience in a customer services role/environment.
• Ability to, and experience of, managing time to meet deadlines.

• Good spoken and written communication skills.
• Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems and social media platforms.
• Committed to training/continuing professional development.
• Ability, and experience of, solving problems as part of a team and resolving straightforward issues.
• Demonstrable ability to provide advice and guidance to a range of colleagues and customers.
• Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.

• Awareness or experience of accessibility issues including neurodiversity, and dementia friendly.

How to Apply

We prefer to receive applications online. When you apply you need to submit a CV and a statement that tells us your experience and gives examples of how you meet the criteria above. We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.

Who to contact for more information

If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Katharine Davidson-Brown, Library Customer Services Manager, would be happy to speak to you.

Typical Role Requirements

Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.

• Provide an excellent and timely service to our visitors, students, your colleagues and anyone else you come across as part of your role.
• Log, record and pass on information for use by others.
• Follow established procedures when carrying out your role, varying when necessary or referring to more senior colleagues.
• Collect, organise and record data and information accurately for use by others.
• When carrying out your role, apply relevant industry and regulatory standards.
• Carry out some tasks that may require specialist skills and may be physically demanding.
• Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.
• Follow established security protocols when dealing with other staff who are new to an area of work.

• Help to move, set-up and maintain any facilities, equipment or tools.
• Help your colleagues when required with other key activities undertaken within your service.
• Help and cooperate with the rest of your team on operational matters to help achieve shared objectives.
• Liaise with colleagues and external partners to ensure that services are being delivered in an efficient and collaborative way.
• Help team members review and update risk assessments.

• Contribute to equality, diversity and inclusion, and the University’s values.
• Follow established procedures to respond to queries and bring any complex issues to the attention of more experienced team members.
• Respond to queries and provide information about services, events and activities run by the service.
• Learn the skills needed to deliver services in a heritage, museums and library environment.
• Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement which provides information on the collation, storing and use of data.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.