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- Tasks: Assist customers at the Library Welcome Desk and support library operations.
- Company: Join Robert Gordon University, a modern workplace with a stellar reputation.
- Benefits: Enjoy 46 days annual leave, a generous pension scheme, and access to an onsite nursery and sports centre.
- Why this job: Be part of a welcoming team that values diversity and fosters personal growth.
- Qualifications: Minimum of 3 Scottish Highers or equivalent; strong communication and customer service skills required.
- Other info: Positions are term time only, with flexible shifts including weekends.
Job Summary
Robert Gordon University (RGU) – Aberdeen\’s university of choice for thousands of staff and students – has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools.
Robert Gordon University Library is seeking two part time Library Assistants to join the Customer Support team. Based at the Library Welcome Desk, these roles will support the efficient operation of the University Library by providing excellent customer service, assisting with the organisation and maintenance of Library resources, and facilitating access to information for students, staff and external visitors. You will play an active role in responding to customer enquiries and contributing to a welcoming and inclusive environment.
There are 2 permanent posts available, which are term time only, working 33 weeks per year (mid September to mid May). These will start week commencing Monday 8th September. One post is for 15 hours a week and one is for 20 hours a week, each to include a weekend day:
1500-2000 Monday-Friday
1200-1700 Saturday-Sunday
Ideally we are looking for one person to work Sunday to Wednesday and the other Thursday to Saturday. Exact working shifts can be discussed at interview but must include one weekend day.
Interviews will take place week beginning Monday 4th August.
In keeping with RGU\’s commitment to work/life balance you will benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.
We are committed to attracting and engaging a diverse range of staff and fostering a culture where everyone feels welcome, comfortable to express their ideas, and can reach their full potential. For more information, please visit Our Diverse Workforce pages.
Job Description
RESPONSIBLE TO: Customer Support Librarian
RESPONSIBLE FOR: No supervisory responsibility
PURPOSE OF POST: To assist in the provision of an effective Library Service with particular emphasis on the delivery of high-quality front-line services
PRINCIPAL DUTIES:
Customer Support
-Contribute to a high-quality enquiry service, responding to queries received through a variety of different channels.
-Support Library users to locate and use both physical and electronic resources.
-Support Library users to access services on the Library website e.g. appointment and workshop bookings, study room bookings, referencing templates.
-Provide simple IT support as relevant to Library users (e.g. printing enquiries), referring to the IT Services Helpdesk where appropriate.
-Develop and maintain a good understanding of other University teams and services to facilitate effective signposting.
Administration
-Day-to-day operation of inter-library loans, reservation procedures, digitisations, and the postal loan service for online learners.
-Day-to-day management of membership services including Alumni, Community and SCONUL.
-Develop and maintain an excellent working knowledge of the Library Management System to carry out circulation and administrative tasks.
Physical Library and Collections
-Assist in maintaining the Library as a study environment, keeping the space tidy and ensuring appropriate student and visitor behaviour.
-Carry out tasks related to physical collection management including shelving, shelf tidying, stock disposal, collection relocation and book repair.
-Contribute to the provision of a safe and suitable environment, reporting defective equipment or potential hazards, maintaining an awareness of health and safety issues, and participating in emergency evacuation procedures.
User Engagement
-Provide group orientation tours and Library inductions.
-Contribute to engagement activities including stock displays, promotion of Library services, solicitation of user feedback and representing the Library at University events such as Freshers Fair and Open days.
General
-Undertake manual handling duties in line with health and safety protocols.
-Keep up-to-date with continuing professional and technical developments in relevant areas.
-Maintain an understanding of appropriate policies and regulations including GDPR, copyright and health and safety.
-Work flexibly to support other library teams as required.
-Undertake the role in line with the University\’s core values .
This job description is not exhaustive and the role holder may be required to support other Library teams by undertaking relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or Library priorities and requirements evolve.
Please note that this role is not suitable for remote or hybrid working.
Person Specification
ESSENTIAL REQUIREMENTS
Qualifications and Professional Memberships
-Minimum of 3 Scottish Highers or equivalent qualification.
Knowledge and Skills
-Clear communication skills, both written and verbal.
-Strong customer focus.
-Ability to work alone and as part of a team.
-Capacity to be flexible and learn new skills in a changing environment.
-Organisational Skills, including the ability to meet deadlines.
-Demonstrable IT skills (competent in use of MS Word, Excel and Outlook).
Experience
-Experience of working in a team and independently.
-Experience of demonstrating initiative and resolving basic problems without supervision.
-Experience of working in an environment requiring a high degree of accuracy.
-Experience of dealing with enquiries using different channels e.g. phone, email, in-person.
-Experience of working in a customer care setting.
DESIRABLE REQUIREMENTS
Knowledge and Skills
-Knowledge of the types of information resources and services relevant to higher education libraries.
Experience
-Experience of working in a higher education environment.
-Experience of working in a library – in particular an academic library.
-Experience of using a Library Management System.
Behaviours
Behaviour 1: Communication – Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner
Behaviour 2: Service Delivery – Experience of giving customers a positive and satisfactory service, by providing accurate and up to date knowledge of services available in own and related areas of work
Behaviour 3: Team Work and Motivation – Experience of being supportive and encouraging to others, with a flexible approach to delivering team results. Actively contribute to team morale
Behaviour 4: Planning and Organising Resources – Experience of planning, prioritising and organising your own work or resources to achieve agreed objectives
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Evening and Weekend Library Assistant (Customer Support) - Term Time - RGU07447 employer: RGU
Contact Detail:
RGU Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Evening and Weekend Library Assistant (Customer Support) - Term Time - RGU07447
✨Tip Number 1
Familiarise yourself with the library's resources and services. Understanding what the library offers will help you answer customer queries more effectively and demonstrate your commitment to providing excellent service during the interview.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled inquiries or resolved issues in previous roles. This will highlight your ability to contribute positively to the library's customer support team.
✨Tip Number 3
Be ready to discuss your flexibility in working hours, especially since the role requires weekend shifts. Emphasising your willingness to adapt to the library's needs can set you apart from other candidates.
✨Tip Number 4
Engage with the university's community by attending events or workshops related to the library. This shows your enthusiasm for the role and helps you network with current staff, which could provide valuable insights during your application process.
We think you need these skills to ace Evening and Weekend Library Assistant (Customer Support) - Term Time - RGU07447
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Emphasise your customer service experience, communication skills, and any previous work in a library or educational environment.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the role of Library Assistant. Mention your enthusiasm for supporting students and staff, and how your skills can contribute to a welcoming library environment. Use examples from your past experiences to illustrate your points.
Highlight Relevant Skills: In your application, clearly outline your IT skills, organisational abilities, and experience in customer care. Make sure to mention your capacity to work both independently and as part of a team, as these are key requirements for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a role in customer support.
How to prepare for a job interview at RGU
✨Show Your Customer Service Skills
Since this role is all about providing excellent customer support, be ready to share specific examples of how you've successfully handled customer enquiries in the past. Highlight your ability to communicate clearly and effectively, as well as your commitment to creating a welcoming environment.
✨Familiarise Yourself with Library Resources
Do some research on the types of resources and services offered by Robert Gordon University Library. Being knowledgeable about their offerings will not only impress the interviewers but also show your genuine interest in the role and the library's mission.
✨Demonstrate Teamwork and Flexibility
This position requires working both independently and as part of a team. Be prepared to discuss your experiences in collaborative settings and how you adapt to changing environments. Emphasise your willingness to support colleagues and contribute to team morale.
✨Prepare for Common Interview Questions
Anticipate questions related to your organisational skills, problem-solving abilities, and how you manage multiple tasks. Practising your responses will help you feel more confident during the interview. Consider using the STAR method (Situation, Task, Action, Result) to structure your answers.
