Library Assistant Front of House

Job Purpose

To provide support for users of the Main Library by:

• Providing the Reception Desk service in the Main Library; welcoming library users and providing directions to appropriate facilities and services; registering new users and visitors to the library; answering queries about access and membership; dealing with queries and issues relating to use of the access control, room booking and visitor day pass systems; providing information about other University facilities and events which are taking place on campus; making appropriate referrals to colleagues within and beyond Library Services.

• Maintaining records of external members of Library Services; undertaking clerical routines relating to reciprocal access schemes, corresponding with registered external users regarding membership renewal, updating publications and information regarding external access to the University’s libraries.

• Ensuring that the Training Suite rooms, and other spaces where appropriate, are well maintained and prepared in readiness for events; checking layouts of furniture, ensuring that IT equipment is in place and reporting problems which require the attention of colleagues in IT Services and other teams, supporting events and ensuring a high quality customer experience.

• Ensuring that services, spaces and facilities provided within the Main Library are well maintained and that they are clearly signposted and navigable within the building and in printed and online resources; referring building maintenance , security, health and safety issues to the Facilities Co-ordinator or other appropriate colleagues.

• Supporting and participating in preparation of events, displays, exhibitions about Library Services and within the Main Library building; this will include preparation of display material, notices and signage
• Supporting customer relationship activity such as surveys, feedback channels and customer events.

Person Specification

• Education to at least A level standard or equivalent
• Relevant recent experience of dealing with the public (especially face to face) in a frontline service environment.
• Excellent interpersonal and verbal communication skills
• A friendly, outgoing, customer oriented approach
• Demonstrable ability to work both independently and as part of a team
• Ability to work flexibly in a busy environment
• Ability to ensure accuracy, even when performing routine tasks, and to demonstrate attention to detail
• Strong IT skills and a willingness to learn/adapt to new technologies