Library Assistant Contract length: 2 months Location: Central House, WC1H 0NN, UK (On-site) Shift: Part-time (Mon, Wed, Fri - 8:45am to 5:05pm - 21.9 hrs/week) Job Purpose We are seeking a customer-focused and proactive Library Assistant to join our Library Services team. The successful candidate will play a key role in delivering high-quality library support services, assisting users with library resources, facilities, and technology while ensuring an excellent customer experience. Working as part of a customer-facing team, the Library Assistant will provide support both in person and through digital channels, helping library users access services, resources, and learning spaces effectively. The role also contributes to the maintenance of library collections, technology, and facilities to ensure a welcoming and efficient environment for all users. Key Responsibilities Customer Service & User Support * Provide professional, friendly, and timely assistance to library users through in-person interactions, online enquiry systems, and live chat services. * Respond to customer enquiries and resolve routine issues in accordance with established procedures. * Support library members with services such as membership registration, borrowing, returns, renewals, and access to online resources. * Refer complex enquiries to senior staff or specialist teams where appropriate. * Deliver an inclusive and supportive service that meets the needs of a diverse user community. Library Operations * Assist with borrowing and lending processes across all library collections. * Support services including Click & Collect, requested items from off-site storage, and inter-library loan requests. * Process library materials accurately and maintain records in library management systems. * Assist with collection management activities, including handling new, withdrawn, lost, and overdue items. Technology & Digital Support * Provide first-line support for basic IT and digital enquiries following training. * Assist users with accessing library systems, online resources, and self-service equipment. * Support the maintenance and troubleshooting of library technology, including: o Self-service kiosks o Printing, scanning, and photocopying devices o Laptop loan services * Escalate technical issues that cannot be resolved locally to the appropriate support teams. Library Environment & Facilities * Help maintain library learning spaces to a high standard, ensuring they remain welcoming, safe, and functional. * Monitor facilities and report any maintenance, safety, or operational issues promptly. * Assist in ensuring library spaces support effective study and learning activities. Promotion & Engagement * Support the promotion of library services, resources, and events. * Assist with orientation tours and introductory sessions for new library users. * Gather and share customer feedback to support continuous service improvement. * Contribute ideas to enhance the user experience and library service delivery. Team Support * Work collaboratively with colleagues to deliver consistent, high-quality services. * Provide support at other library locations when required to maintain service continuity and operational resilience. * Participate in training and professional development activities to expand skills and knowledge. Essential Criteria Experience & Knowledge * Experience working in a customer-facing environment, providing information and support both in person and through online channels. * Experience using digital systems and Microsoft Office applications in a professional setting. * Understanding of excellent customer service principles and practices. * Experience handling administrative tasks accurately, including data entry and record management. Skills & Abilities * Strong interpersonal and communication skills with the ability to engage effectively with a diverse range of customers and colleagues. * Excellent attention to detail and ability to complete routine and repetitive tasks accurately. * Ability to prioritize workload and work effectively under pressure. * Problem-solving skills with the ability to resolve routine issues independently. * Strong teamwork skills and willingness to contribute to shared goals. * Positive, flexible, and adaptable approach to work. * Commitment to continuous learning and professional development. Personal Attributes * Customer-focused and approachable. * Reliable and well-organized. * Inclusive and respectful of diversity. * Proactive and willing to take initiative. * Enthusiastic about supporting learning, research, and library services. Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
