Information Advisory Service and Skills Coordinator in Sheffield

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university. We offer a fantastic range of benefits including a highly competitive annual leave entitlement, a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.

Overview

Reporting to the Library Services Manager, and deputising for them where appropriate, this role will see you playing a significant role in the development and management of library services, while still being a key part in their practical delivery. You will provide senior support to staff working on service points, resolving customer queries, helping users access our physical and digital collections, support the use of library and university systems, and provide user education on areas such as information literacy wherever possible. You will plan staffing schedules, lead on service delivery and suggest and implement service improvements.

Main Duties And Responsibilities

• Coordinate the provision of high-quality information advice services to library customers resolving a broad range of library enquiries both face to face and remotely through participation in service rotas across staffed service hours.
• Use the library management system and other library systems to assign work across the team, overcoming any technical issues and liaising with other library sites to ensure that staffing resources are deployed effectively and that all rotas are covered.
• Coordinate the organisation of day-to-day services, which may include stock retrieval, customer contact, quality assurance and UX data gathering provision.
• Coordinate an area of work for your library site/team, which might include a physical service or an area of our digital offer, such as the development and maintenance of Library Help FAQs.
• Research new ways of delivering these services and make recommendations.
• Manage a team of Library Shelvers, General Assistants, Information Assistants and Information Advisors. Monitor and review individual and team progress and performance, motivating and supporting staff to meet their objectives.
• Support and advise Virtual Advisory and Help Service staff dealing with complex enquiries via email, chat, phone, text and social media.
• Deliver Induction sessions, face to face and online, to students of all levels.
• Liaise with specialist teams to raise and resolve issues, identify where long-term resolutions may be needed to support specific enquiries and disseminate this to appropriate teams.
• Promote inclusive learning consistently across the library, working with LIAT colleagues and other library teams to share examples of best practice.
• Demonstrate a commitment to continuing personal development, including development of specialist skills and knowledge required due to changes in any particular service/subject area.
• You will be contracted to work 5 days in 7 on a shift basis that will include weekend and evening working.
• Carry out other duties, commensurate with the grade and remit of the post.

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn’t match perfectly with this role’s criteria, your contribution is valuable, and we encourage you to apply.

Criteria

• Minimum 5 GCSE’s at Grade C (level 4 to 5) and above including Maths and English, or equivalent experience.
• Excellent IT skills including knowledge of Windows and other Microsoft Office applications alongside Google apps, and the ability to learn and understand new systems and pieces of software as required.
• An understanding of information management including an ability to interpret and present results with good written and numerical skills, creative presentation skills and strong attention to detail.
• Skills in information research including use of databases and other widely used Higher Education resources and an understanding of the importance of Information and Digital literacy skills.
• Experience of working as the first point of contact in a busy face to face and/or virtual environment and responding efficiently and effectively to a large range of enquiries.
• Experience of taking ownership of complex and sensitive enquiries referred on by junior staff, and the knowledge of when these need to be escalated to senior colleagues and relevant specialists.
• Ability to motivate and communicate with a team of staff in order to encourage high performance in others.
• Ability to work effectively both as part of a team and unsupervised, responding to changes in demand and volume across all library sites and at different times of the year, prioritising and organising workflows to support business areas.
• Experience of line management including recruitment, training and performance management.

Desirable: Experience of creating and delivering teaching or training, in both formal presentation/workshop settings and informal one to one situations.

Further Information

• Grade 5
• Salary £27,319 - £31,236 (pro-rata)
• Work arrangement Part-time, working 20 hours per week, Friday 9-5, Saturday 9:30 - 5 and one other day in the week - to be agreed with the successful candidate (6 hours)
• Duration Permanent
• Line manager Library Services Manager
• Direct reports Library Information Advisors; Learning Space Assistants; Library General Assistants

For informal enquiries about this job contact Angela Greenwood, Head of Library Information Advisory Team: on a.r.greenwood@sheffield.ac.uk

Next steps in the recruitment process details of the next steps will be provided to shortlisted candidates.

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

Our vision and strategic plan outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.