Library Assistant in North East

We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

The Customer Services Team is part of University Library and Collections. 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 opening during part of the academic year.

Our Library Assistants are essential to the provision of our library services. They actively contribute to the frontline customer service provision, ensuring that all customers have a high‑quality experience. Library Assistants are responsible for providing the specialist library services, including:

• Planning, creating and posting engaging social media content
• Supporting special events, student focused campaigns and engagement activities
• Undertaking user experience (UX) planning and analysis
• A highly responsive enquiry service both in person and online via our virtual enquiries desk
• Digitisation, online support, and circulation operations
• Making appropriate referrals

They support users in making full use of the Library, raising awareness of services and facilities. The Customer Services team works Monday to Sunday, including bank holidays, as part of a standard rota. The shift pattern for this role will include weekend working every week.

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). 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 5-16. 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.

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.

Durham University is committed to equality, diversity and inclusion. Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. 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.

What you need to demonstrate when you apply:

• Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
• Experience of working in front‑line customer service.
• Experience of working in a team, delivering customer‑focused services with a flexible and proactive approach.
• Experience of managing time to meet deadlines and working under pressure in a fast paced environment without compromising on quality.

• Good spoken and written communication skills, including the ability to show confidence and understanding when interacting with customers and colleagues.
• 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 the ability to adapt to and learn new IT applications and digital technologies.
• Committed to continuing professional development.
• Ability to, and experience of, solving problems and resolving straightforward issues yourself and as part of a team.
• Ability to provide advice and guidance to a range of colleagues and customers.

• Knowledge and experience of academic information resources and services.

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e‑recruitment system.

What you are required to submit:

• A CV and;
• A supporting document that clearly demonstrates how you meet all of the essential criteria listed.

If you would like to have a chat or ask any questions about the role, please contact Katharine Davidson‑Brown, Library Customer Services Manager at j.k.davidson‐brown@durham.ac.uk who will be happy to speak to you.

• Service Delivery: Show a commitment to equality, diversity and inclusion, and the University’s values. Provide an excellent and timely service to all library users and visitors, stakeholders and colleagues. Use your experience and problem‑solving skills to resolve routine issues relevant to your role and provide information and updates to help your team find solutions. Collect, organise and record data and information accurately and provide reports and analysis as required. Promote positive wellbeing arrangements which benefit you and your team. When carrying out your role, use and apply relevant professional and regulatory standards.
• Teamwork: Help your colleagues to organise, plan and prepare for UX activities, engagement activities, events and meetings and contribute to team planning activities. Resolve queries and respond to requests for information and advice and bring any complex issues to the attention of more experienced team members. Help your team ensure that products and services are adapted in response to feedback and to meet changing demands.
• Communication/Liaison: Seek feedback from students, staff and anyone else that you come across as part of your role to ensure that we provide a user focused service. Record information e.g. statistics, queries, bookings for activities/events and respond to queries which you receive. Liaise with staff in other areas to ensure that services are being delivered in an efficient and collaborative way. Liaise with external visitors, peers, suppliers, contractors, specialists and service providers to plan the delivery of services and events. Provide support for meetings, working groups, engagement activities. Respond to queries about our libraries, study spaces, museums and other visitor attractions.

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.