The Libraries and Research & Learning Resources (RLR) department plays a key role in providing library facilities and learning technologies to support this world-class institution. Our services range from state-of-the-art learning and teaching facilities to frontline library and lending services. The department has approximately 183 FTE staff distributed around the University’s campuses in the UK and an operational budget of around £11 million. In addition, the Libraries & RLR department is responsible for the provision of library and learning technology services at the University’s campuses in Asia.

We currently provide resources and services to around 40,000 students, postgraduates and staff in the UK.

These include:

  • over 1 million books and journals in 8 libraries
  • 330,000 electronic books
  • 4 million manuscripts including special collections of national importance

In addition, services are provided for about 10,000 students and staff at our campuses in Asia.

The department is responsible for many customer-facing activities, support of the University’s library resources (print and electronic) and the provision of Learning technologies, including:

  • frontline lending and enquiry services for libraries
  • managing a variety of study spaces
  • ensuring library and IT resources are accessible to students and staff with disabilities
  • managing and promoting printed/electronic information resources for research, learning and teaching
  • delivering eLearning services and development of new technologies
  • acquiring/managing digital and print library collections, including Manuscripts and Special Collections
  • hosting the Nottingham Centre for Research Communications
  • hosting the Centre for International ePortfolio Development

THE UNIVERSITY OF NOTTINGHAM
Recruitment Role Profile Form

Job Title:Information Assistant

School/Department:Libraries, Research and Learning Resources, Library Customer Services

Salary:£16,540 - £19,606per annum (pro rata), depending on skills and experience. Salary progression beyond this scale is subject to performance

Job Family and Level:Administrative, Professional and Managerial, Level 2

Contract Status:Permanent

Hours of Work: Part-time12 hours per week:Wednesday 2.30 pm – 5.30pm, Friday 5 pm– 10pm, Sunday 9am – 1pm.

The post holder will be required to work on one Bank Holiday or University Closed Day/holiday every year. This will be agreed in advance, by mutual consent wherever possible, dependent on operational requirements. It may be in a different library from their normal place of work, and may be at a different time from their normal hours of work but will not exceed the longest shift in their normal work pattern.

Location:James Cameron-Gifford Library, Sutton Bonington. The post holder may be asked to work in other libraries.

Reporting to:Senior Information Assistant

Scope of Role

This post is one of a team that plays a key part in proactively supporting a broad range of customers wanting to access the wide variety of library and IT services offered within the James Cameron-Gifford Library. The post holder will therefore need to have good IT skills and be able to direct customers to a wide range of both library and University contacts when appropriate.
The post holder will report to a Senior Information Assistant (SIA) providing support and contributing actively to co-operative team working. The SIA will not necessarily be present throughout all their working hours and the Information Assistant will be expected to work independently and show initiative and to deputise in the absence of the SIA, including advising and allocating work to Support Assistants.
A welcoming, positive and creative approach is essential in order to make a real impact on the quality of service we can offer. The post holder must be confident dealing with University members at all levels as well as the public, and advising them on a wide range of queries. They must be prepared to actively update their knowledge and skills, and to use their initiative within guidelines.
The Information Assistant will be well placed to spot areas where support can be improved or where new services would be welcomed. We would expect them to collate information about such areas and make suggestions for improvement.

Purpose of the Role:

To provide a variety of library services:

Main Responsibilities
1. / To provide an enquiry service for a wide range of students, staff and members of the public wanting to use Information Services. To have a good knowledge and understanding of frontline services and be able to answer a broad range of basic enquiries, both library and IT, by phone, email and face to face. To offer help and advice in a friendly and efficient way. To respond to customer complaints in an appropriate manner, and referring to others when necessary.
2. / To actively provide advice and support for customers wanting to use both library and IT resources and services. To advise and support the use of print and electronic resources as well as a broad range of associated equipment. To maintain printed and web-based guides to library services.
3. / To be the first point of reference for queries from frontline staff. To advise and guide them in their work, allocate tasks and arrange cover, within guidelines set by the Senior Information Assistant. To deputise for the Senior Information Assistant when required.
4. / To use the library management system for a wide range of basic tasks as well as having expertise in more specialised areas. To deal with reading lists and book requests from academic schools and departments to ensure that books and other materials required for learning, teaching and research are made available in the library in a timely and efficient manner.
5. / To understand how the Library interacts with other University stakeholders e.g. Academic Support, Security, Estates, Nottingham Hospitality. To know who the key contacts are across Libraries and the University, and know when and how to refer to them.
6. / To actively demonstrate a commitment to excellent and continually improving customer service. To develop good working relationships with key contacts to promote the seamless provision of services. To highlight any discrepancies or improvements that might be made to existing services or documentation. To suggest new services arising from customer feedback.
7. / To actively keep up to date with the services that the Library provides and any new developments. To pursue a programme of continuing personal development, including development of specialist skills and knowledge required for the particular service/subject area. Attendance outside the role holder’s normal working hours may be required.
8. / To ensure that library customers adhere to the regulations about behaviour in order to maintain an acceptable standard and a suitable learning environment in the library.
9. / Any other duties appropriate to the role and level

Knowledge, Skills, Qualifications & Experience

Essential / Desirable
Qualifications/ Education / Good standard of education evidenced by GCSEs/A-levels, including GCSE Maths and English at grade C or above, or equivalent /
  • City and Guilds Library Assistant’s Certificate or equivalent
  • European or International Computer Driving Licence (ECDL/ICDL)

Skills/Training /
  • Good IT skills (confident with Microsoft Office applications, email and the web)
  • Confidence dealing with IT enquiries
  • A commitment to deliver a high quality professional service to students and staff
  • Excellent communication skills at all levels
  • Effective time management and organizational skills
  • Ability to work well under pressure
  • Ability to work on own initiative and as part of a team
  • Flexible approach to working
  • Ability to work accurately and pay attention to detail
  • Ability to gain new skills quickly
/
  • IT troubleshooting skills
  • Good knowledge of basic reference sources and techniques
  • Good knowledge of electronic journals and bibliographic databases
  • Good knowledge of Aleph or a comparable library management system

Experience /
  • Significant relevant library experience in a face to face customer services role
  • General enquiry work
  • Experience of supporting high demand frontline equipment
/
  • Experience of supervising and/or training staff
  • Experience of supporting customers using Microsoft Office applications, email and web
  • Relevant experience in an academic environment
  • Previous experience of using a cash register

Decision Making

i)taken independently by the role holder

In the absence of the Senior Information Assistant to take most decisions related to the day to day running of service.
Responding to general enquiries and deciding which resources to use to provide the best answer
Prioritise requests for support from customers
Proactively offer support to customers experiencing difficulties
Assessing equipment problems and deciding on the best course of action
Judging when to refer more complicated queries and deciding who is the appropriate contact
Organising and prioritising competing demands within their own workload. Organising frontline staff, allocating tasks and arranging cover as delegated by the Senior Information Assistant or Team Leader
Taking action on minor breaches of regulations
Adjusting fines and copy/print credit as appropriate, according to guidelines
Resolving minor complaints from customers, according to guidelines

ii)taken in collaboration with others

Liaison with other staff across Libraries and the University to find the best solutions to problems.
Suggestions for improved procedures or policies.

iii)referred to the appropriate line manager (please name) by the role holder

Complaints that cannot be resolved at the frontline (Senior Information Assistant)
Difficult situations with customers that cannot be resolved at the frontline (Senior Information Assistant)
Serious breaches of regulations (Senior Information Assistant)
Suggestions for procedural or policy changes (Senior Information Assistant)
Problems with staff performance (Senior Information Assistant)
Purchasing decisions (Head of Section via SIA)

Please quote reference number LD15318

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