Job Description /
Job Details
Job Title: / Information Assistant, Public Services
School/Dept/Institute & Centre: / Student and Academic Services
Reports to: / Team Leader
Grade: / 3 / Full Time/Part Time: Varies according to contract
Appointment period: / Fixed Term Appointment
Current Location: / WS / WH / ME
Job Context
Information Assistants apply knowledge and understanding of the library’s collections and facilities to the provision of customer focused services in a number of different teams across the library within Queen Mary University of London. Role holders contribute to the delivery of a wide range of resources and services in support of teaching, learning, research and clinical practice by NHS partner institutions.
Job Purpose
A key role is their contribution to frontline help, support and general enquiry services in both physical and online learning environments. In addition, Information Assistants assist with the preparation and delivery of induction and information literacy skills training programmes. As well as providing direct support and assistance to library users, Information Assistants are also responsible for managing information resources and maintaining records and data within the library management systems that support the use of library services either in person or from a distance. Information Assistants play a key role in the supervision and support of other staff particularly in the public services team.
Main Duties & Responsibilities
-Enhances the overall service provided to users by developing expertise in the daily routines and procedures of at least one of the following teams: acquisitions, electronic services, collections, public services, academic services. Be familiar with a variety of technologies and software applications that are required to carry out the tasks associated with the teams.
-Works closely with team leader and colleagues to identify weekly priorities within the team
-Creates and maintain records and data within the library management systems to a high standard, following agreed guidelines
-Carries out a variety of work to assist with the management of information resources within area of expertise
-Uses knowledge, experience and initiative to identify where improvements can be made; to contribute ideas and provide feedback to team leader
-Provides a high level of frontline support and assistance to staff, students and visitors that are using information resources, library facilities or learning environments
-Ensures application of user access policies ensuring correct use of the electronic access control system
-Troubleshoots and generally deals with difficult situations arising through user behaviour, disturbance of users by noise (etc.), enforcement of access policies.
-Acts as the supervisor for a team, organising and prioritising their work on a day to day basis, meeting with them regularly to provide support, encouragement and training. Participates in recruitment and selection, carries out induction, acts as probation supervisor and carries out appraisals. Explains work practices and routines to new members of the team. On occasion acts as supervisor for other staff
-Takes charge of the building in a situation where no senior member of staff is present
-Carries out duties of an Information Support Assistant when required to support service delivery
-Applies knowledge and understanding of the library’s collections and facilities in order to answer general information enquiries as part of the help zone team and/or via telephone and online enquiry services
-Takes personal responsibility for developing knowledge and awareness of all areas of the library service and its resources to be able to support a wide range of users
-Uses experience and judgement to refer users to a member of the Academic Services team for more specialist help
-Assists in the preparation and delivery of induction and information literacy skills training programme
-Promotes the library by explaining and demonstrating the resources, services and facilities available
-Develops expertise in a range of library systems that are used to delivery library and information services
-Supports library users in their use of library IT and AV facilities, including related software applications
-Participates in library project work as identified by team leader
-Provides formal and informal information and study skills training to students.
-Determines own workload and to schedule tasks appropriately to meet deadlines, work objectives and agreed team priorities
-Participates in the day-to-day work of the acquisitions, electronic services, collections, public services or academic services team
-Generates staff rotas for a service or to timetable staff under their supervision
-Decides, with minimal supervisory control, the urgency/importance of matters arising, taking appropriate action or referring this to relevant member of staff as appropriate.
-Assists with the planning and prioritising of work for a project in line with manager’s general instruction
-Provides advice and guidance on policies associated with the work of the team, using skill, judgement and reference to library and QMUL procedures, referring to senior colleagues as required.
-Contributes to frontline support and enquiry services on a timetabled basis to ensure cover is available across library opening hours
-Answers general information enquiries as part of the help desk team and/or via telephone and online enquiry services
-Liaises with other members of the Library, Professional Services and University to ensure good communications and with suppliers and service providers to respond to queries arising as appropriate
-Manages the efficient use of resources within remit to ensure activities are completed accurately and on time
-Offers input into the resource planning process to ensure resources are appropriately and efficiently managed
-Follows established procedures for handling and recording fine payments and other cash transactions
-Keeps records of usage statistics, financial transactions and other management information relevant to the work of the team
-Provides and maintains documentation of financial transactions; undertaking purchasing of information resources through the library management systems
The above list of responsibilities is not exhaustive and the jobholder may be required to undertake other duties commensurate with the level of the role, as reasonable requested by their line manager.
This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of the responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the post.
Information Assistant – Reviewed by HR (LD) – May 2017
Job ProfilePerson Specification /
This table lists the essential and desirable requirements needed in order to perform the job effectively. Candidates will be shortlisted based on the extent to which they meet these requirements.
Requirements / Essential / DesirableQualifications /
- Educated to A Level standard or equivalent (with GCSE grade C English and Maths)
- Higher relevant academic or vocational qualification
Knowledge, /
- Relevant experience in an academic library or similar library / information environment
Skills and /
- Experience of dealing with the public in a service environment
Experience /
- Experience of working with information systems or relevant IT software and applications
- Experience of supporting others in their use of IT
- Experience of supervising staff
- Awareness of the higher education environment
- Knowledge of academic library and information services
- Customer oriented with the ability to relate to staff, students and colleagues in a pleasant and confident manner
- Good numeracy skills
- Good attention to detail and high level of accuracy
- Good IT skills, including spreadsheets, email, word processing and databases (Microsoft Office)
- Ability to prioritise a varied workload and meet deadlines
- Excellent written and verbal skills
- Good organisational and interpersonal skills
- Able to work unsupervised and exercise initiative
- Ability to understand and follow detailed instructions
- Customer focused, with a desire to help and a positive and mature attitude to providing a service.
- Flexible and co-operative; ability to work in a team
- Ability to learn new skills
- Ability to remain calm and to act in a professional manner whilst dealing with a difficult customer and/or non-routine work situations
- Expected to develop expertise in at least one section but will be required to contribute across teams and business areas regularly to support services
- May be required to work at other sites
- Commitment to participate in personal development
E – Essential: Requirements without which the job could not be done.
D – Desirable: Requirements that would enable the candidate to perform the job well.
Information Assistant – Reviewed by HR (LD) – May 2017