Recruitment

Recruitment Role Profile Form (Template)Version 1.0Last amended: February 2011

THE UNIVERSITY OF NOTTINGHAMRecruitment Role Profile Form

Job Title: Support Assistant

School/Department: Libraries and Research and Learning Resources, Accommodation Management Section

Salary: £14,138 - £15,456 per 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 1

Contract Status: Permanent

Hours of Work: Part-time 18.75 hours per week:Djanogly Learning Resource CentreMon 8.30am-1pmWed 7.30am – 1pm (Term) or 8.30am-1pm (Vacation)Alt Sat (rota 2) 8.30am-1pm Alt Sun (rota 2) 9am-1pm

Business Library Fri 7.30am – 12:30pm

The post holder will also be required to work on one public holiday or University Closure day per annum. This will be agreed in advance, by mutual consent wherever possible, dependent on operational requirements. It may be in a different library from the normal place of work, and may be at a different time from the normal hours of work but will not exceed the longest shift in the normal work pattern.

Location: Djanogly Learning Resource Centre and the Business Library, Jubilee Campus. The post holder may be asked to work in other libraries.

Reporting to: Senior Information Assistant

Scope of role:The role holder will provide frontline library customer services as part of a team reporting to a Senior Information Assistant. This role can be physically demanding and involves working in a variety of different areas carrying out a range of tasks according to a rota. They include working at a library counter, at the reception or exit desk, standing at the self service machines helping users understand how they work, and sorting, shelving and tidying books. This means that you could be on your feet for long periods, bending, stretching and lifting.Staff must be flexible in their approach and able to work well under pressure. They must have good communication skills and a positive approach to customer service.The role is part of the Library Customer Services team providing lending and building support services and currently performs all tasks listed in the main responsibilities.

Purpose of the Role:To provide a variety of library services:

Main Responsibilities

1. Issue, return and renewal of library stock, interlibrary loans, AV and IT equipment on the library management system. Inputting accurate data onto the library management system. Taking payments by cash, card or cheque.

2. Promoting and supporting the use of a range of self service equipment including self issue and return, payment kiosks, photocopiers and printers, AV equipment. Replenishing consumables and reporting faults appropriately.

3. To interact with customers in a friendly and courteous manner at all times. To answer basic and directional enquiries, and provide access to our buildings. To refer enquiries to other staff as appropriate.

4. Assisting in the day-to-day management of the library stock. Processing new periodicals. Undertaking repairs and collecting material for binding. Amending records on the library management system. Processing course notes.

5. Shelving and shelf tidying library items, including heavy books. Retrieving and processing items that have been requested. Sorting and returning stock to the shelves. Carrying out stock moves. Receiving, checking and distributing mail. Packing material for delivery.Identifying, removing from shelves and sending for repair library stock to extend its useful life for library customers

6. Dealing with straightforward reading lists, marked-up catalogues and book requests from academics to ensure that material required for learning, teaching and research is available in the library in a timely and efficient manner.

7. Assisting with the ordering of new books for the library through the computer-based ordering system. Acquiring appropriate catalogue records and creating orders for books.

8. Operating the access management system and issuing visitor cards. Ensuring the security of library items at the exit. Opening and closing buildings. Switching equipment on/off.

9. Basic tasks such as photocopying, filing, tidying public areas.10 Ensuring that library customers adhere to the regulations about behaviour in

order to maintain an acceptable standard and a suitable learning environment in the library.

11 Maintaining book trolleys to ensure they remain in a safe and useful condition12 Undertaking 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.

13 Any other duties appropriate to the role and level.

Knowledge, Skills, Qualifications & Experience

Essential Desirable

Experience Some relevant experience in a face to face customer service role

Previous experience of working in a library

Previous experience of using a cash register and taking card payments

Skills/Training Written and verbal communication skills

Proven ability to work effectively and efficiently both when alone and in a team

Proven ability to work well under

An interest and awareness of university libraries and the services they offer

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pressure A commitment to deliver a high

quality professional service to students and staff

Ability to gain new skills quickly Flexible and adaptable Accuracy and attention to detail Working knowledge of Microsoft

Word, email and the webQualifications/ Education

Educated to at least GCSE level including Maths and English at grade C or above, (or equivalent)

Decision Making

i) taken independently by the role holderPrioritising own workload within supervisory guidelinesDeciding when to refer enquiries and complaints from customersWaiving small fines (less than £10) after discussion with customerExtending the hold period for a reservation when appropriateAltering and amending reservations when appropriate

ii) taken in collaboration with othersImprovements or changes to daily working routinesLiaising with other staff on completion of daily and routine tasks and procedures

iii) referred to the appropriate line manager (please name) by the role holderSpecialist lending procedure queries e.g. complex registration queries, reciprocal access schemes (Information Assistant or Senior Information Assistant)Specialist subject enquiries to more senior colleagues in the Faculty Teams (Information Assistant, Senior Information Assistant or Team Leader)Customer complaints which are becoming difficult or impossible to resolve (Information Assistant or Senior Information Assistant)Customer feedback (Senior Information Assistant)Requests to change working procedures (Senior Information Assistant)Day-to-day health and safety matters requiring attention (Information Assistant or Senior Information Assistant)

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