Details
1088842
University of Warwick
18/11/2024
2 Months
Monday – 13:30 to 8pm (with 30-minute break) Tuesday – 13:30 to 8pm (with 30-minute break) Saturday – 8am to 14:30pm (with 30-minute break) Sunday - 13:30 to 8pm (with 30-minute break)
Smart Casual
Pay
£12.18
£1.47
Description
Role
This is an opportunity to join this front facing Library team responsible for enquiry handling and customer support in both the Main Library and University Archive (Modern Records Centre). The successful candidates will provide support for a range of face to face and virtual enquiry services. It’s an opportunity to support the operational delivery and development of excellent frontline customer services, including all the Library’s diverse customer communities.
Duties and responsibilities
- To act as the central point of contact for Library services across all Library managed spaces, providing a reception and room booking service and provision of an excellent (first line) customer enquiry and information service, in person and online, referring specialist and/or complex enquiries to other Library and University teams as appropriate.
- To complete a variety of activities within the Library as required to ensure materials are available to meet the customers’ requirements in a timely and efficient manner, following agreed procedures ensuring pre-allocated financial criteria are maintained. For example: o the processing of Reading Lists received from academic departments, (e.g. inputting, reviewing/updating lists on the Reading List system and linking to the material) o activities enabling access to required materials, (e.g. reservations/click and collect, ‘Get it for me’ services including document supply, scan and deliver, postal loans and interlibrary loans)
- To proactively manage customer behaviour and space availability in accordance with agreed procedures to help maintain the study environment and to report and refer/escalate incidents appropriately.
- To support the administrative functions of the Library frontline service, including adherence to University and Library financial procedures and audit requirements, particularly in respect of credit card transactions, invoicing for lost books/non returned items etc. To maintain accurate and up-to-date information on resources and users ensuring all library systems are current and appropriate representations of the Library’s stock holding, Library membership and/or Library transactions/activity, including supporting the availability of stock for customers
- Participating in Library projects and activities as appropriate, supporting and helping at events such as Open Days, Welcome Week, inductions, school visits etc.
- Supervision and support of customers and provision of general and administrative support for the running of the archives service.
- To assist with promotion of the Library’s enquiry and information service internally within the Library, University and externally, contributing to the Library website and other student communication channels as required and providing service updates.
- To collect, record and maintain management information and Library statistics providing accurate information on service delivery/performance and to enable Library managers to make informed decisions.
Skills and experience
- Educated to GCSE level, including English and Mathematics or relevant experience.
- Proficient interpersonal skills together with the ability to work with a diverse range of people.
- Good written and verbal communication skills.
- Evidence of effective team-working skills.
- Proficient IT skills including the ability to use Microsoft Office packages
- Evidence of working to a high level of accuracy with good attention to detail.
- Well-developed organisational, time management skills and the ability to work under pressure.
- Willing to learn, keen to take on new challenges, accepts and reacts flexibly to change, able to use initiative.
- Seeks to exceed customer expectations, demonstrating a commitment to outstanding service.
- Highly self-motivated, enthusiastic, maintaining commitment over long periods of time.
- Relevant experience in a front-line, face-to-face diverse customer-based environment.
- Recent experience of working in a Library or an information service setting.
Location
On Campus - Univrsity of Warwick Library
Benefits
Candidates working at the University of Warwick on internal assignments are entitled to:
- Eye care vouchers when they have been working for 12 weeks or more and regularly use VDU displays
- Staff car parking rates
- Access to apply for internal job vacancies at the University of Warwick
- Access to the University of Warwick Library
- Access to staff rates for Warwick Sport Memberships
Additional information
Closing Date: 04/11/24