Post Number: /
Job Description
School/Department: / Library, Winchester School of Art (WSA)
Post Title: / Senior Library Assistant – Customer Support Services
Please enter Level under appropriate Career Pathway / ERE / TAE / MSA / CAO / R.Nurse / Clinical
2B
ERE Category / Academic Posts / Non-Academic Posts
Academic
(mixed) / Research
only / Teaching
only / Enterprise / Education Development
Posts Responsible to (and Level): / Academic Liaison Librarian (4)
Head of Library and Archive Collections for Art and Design (6)
Posts Responsible for (and Level): / Library Assistants contributing to the delivery of Customer Support Services at Winchester School of Art Library
Job Purpose: To organise and assist in the provision of Customer Support Services for students, staff and all other library users at WSA, and to contribute to library processes in support of their needs.
Key Accountabilities/Primary Responsibilities
· To ensure the provision of quality Customer Support Services, as part of the ‘welcome’ to all library users at the site. This encompasses the day to day support of staff working in this area, within the context of a detailed understanding of Loans Services, maximising service quality, efficiency and continuity. Duties include identifying service priorities; supporting the Loans staff with advice, assistance and training as required; resolving related issues and queries independently, recommending alternatives as appropriate and referring when necessary and preparing the Loans Service rotas and timetables.
· Maintain regular communication and liaison with University Library Customer Support Services in order to keep up-to-date with developments and priorities in this area. Ensure good practice and integration with the University Library’s policies and procedures. Actively participate in and contribute to the work of the WSA Library staff meetings and briefings to ensure that these Customer Support Service requirements are understood and applied consistently to ensure an effective, high standard support service.
· Ability to use initiative and problem-solve a priority in order to maintain service quality and continuity. At WSA this may include, for example, regular liaison with Estates over identifying and resolving agreed maintenance issues, and iSolutions, over support for MFDs and printing issues. Ensure that University Library changes in service provision are identified and implemented. Responsible for ensuring a good physical environment within the WSA Library public spaces and offices is maintained on a day to day basis.
· Primary responsibility for debt checking for overdue, missing and lost items; liaising with colleagues at other library sites and other Professional Services. This includes implementing finalist procedures. Required to process money received and handle petty cash.
· Make effective use of the Library management system and related software applications to deliver a range of services including loans, returns, over-dues, reservations, inter-library and inter-site loans.
· Receive, and respond to enquiries. Initiate communication to and all library users through a variety of platforms, including social media, within agreed University Library frameworks. Ensure communication provides a positive individual experience to all library users.
· Organise and maintain record keeping for Health & Safety for the site, for example, training records, physical inspection reports and risk assessments.
· Assist with special projects as required, for example, the re-organisation of stock and the implementation of new customer services. / % Time
40
10
10
10
5
10
10
5
Internal & External Relationships: (nature & purpose of relationships)
· WSA Academic Liaison Librarians participating in the delivery and implementation of services
· WSA and University Library staff in the context of Customer Services including Circulation Management
· Staff and students at WSA as related to Customer Support Services
· Professional and service relationships with University staff and students
Special Requirements:
Some late evening duties and Saturdays during semesters
The right is reserved to redeploy staff throughout the University Library system
Person Specification
Criteria / Essential / Desirable / How to be assessed
Qualifications, Knowledge and Experience:
Educated to NVQ 2 or equivalent
Computer skills
Experience of working in a library or customer service environment
Interest in the visual arts
Interest in the use of social media in a work context / *
*
* / *
* / Application
Application/
Interview
Application/
Interview
Application/
Interview
Application/
Interview
Planning and organising:
Ability to plan and organise workload
Ability to follow through administrative tasks and keep effective records / *
* / Interview
Interview
Problem Solving and Initiative:
Aptitude for working without close supervision / * / Interview
Management and Teamwork:
Ability to work well in a team-based environment
Ability to supervise library assistants in supporting the work with customer support / *
* / Interview
Interview
Communicating and Influencing:
Good interpersonal skills / * / Interview
Other Skills and Behaviours:
I.T. skills
Helpful and friendly manner with users / *
* / Interview
Interview
Special Requirements:
Knowledge of the visual arts / * / Interview
Job Hazard Analysis Form - Appendix to Job and Person Specification
School/Department: / WSA LibraryPost Title: / Senior Library Assistant
Post Number:
Please tick one of the following statements:
This post is an office-based job with routine office hazards e.g. use of VDU / *This post has some hazards other than routine office e.g. more than use of VDU
Please tick all those that apply, and put N/A if not applicable
Environmental Exposures / O* / F / COutside work / N/A
Extremes of temperature (e.g. fridge/ furnace) / N/A
Potential for exposure to body fluids ## / N/A
Possible Contact with patients in a clinical/home setting ## / N/A
Noise (greater than 80 dba- 8 hrs twa) ## / N/A
Exposure to hazardous substances (e.g. solvents, liquids, dust, fumes, biohazards, animals). Specify ………………………………………….. ## / N/A
Frequent hand washing / N/A
Ionising radiation. / N/A
Equipment/Tools/Machines used
Food Handling ## / N/A
Driving university vehicles(e.g. car/van/LGV/PCV) ## / N/A
Use of latex gloves (note: prohibited unless a specific clinical necessity)
## / N/A
Vibrating tools ( e.g. strimmers, hammer drill, lawnmowers) ## / N/A
Physical Abilities
Load manual handling. / *
Repetitive Crouching/Kneeling/Stooping / *
Repetitive Pulling/Pushing / *
Repetitive Lifting / *
Standing for prolonged periods / N/A
Repetitive Climbing i.e. steps, stools, ladders / *
Fine motor grips (e.g. pipetting) / N/A
Gross motor grips / N/A
Repetitive reaching below shoulder height / *
Repetitive reaching at shoulder height / *
Repetitive reaching above shoulder height / *
Psychosocial Issues
Face to face contact with public / *
Lone working / *
Shift work/night work/on call duties ## / N/A
O – Occasionally (up to 1/3 of time); F – Frequently (up to 2/3 of time); C – Constantly (more than 2/3 of time) ## denotes to HR the need for a full PEHQ to be sent to all applicants for this position.
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