Job Description

Role

Ringfenced to LJMU students & graduates only.

Library Services are looking for an enthusiastic, friendly and adaptable person to join our team providing front line library and computer user support for students and staff in our team. As a member of the Library Services team based in one of our libraries you will be comfortable supporting traditional library and information activities and first line support for computer users. Reliability and some flexibility are required to maintain the advertised opening hours. You should be qualified to GCSE level, or equivalent, Grades A-C/4-9 in five subjects, including English and Maths; candidates who lack formal qualifications but can offer significant, relevant experience may also be considered. You should have good communication, customer care and team working skills. A good working knowledge of Microsoft Office applications software, internet and email is essential as is the ability to relate this to user support. Experience of working within a customer focused environment in a front-line service and a willingness to acquire new skills as required is essential for this post.

Duties and responsibilities
Role Summary: The University Library provides a range of services to support the student experience, teaching & learning, research & scholarship and civic & global engagement at LJMU and delivers an outstanding level of service recognised by Customer Service Excellence. The Library Engagement team provides front line student support ensuring that excellent customer service standards are consistently offered. The post holder will provide an excellent standard of service to students, staff and visitors, encouraging them to explore and make use of all our services. Main Duties and Responsibilities:\xe2\x80\xa2 Provide a warm welcome to students, staff and visitors, creating a positive first impression.\xe2\x80\xa2 Provide a comprehensive and knowledgeable first-line service, answering a broad range of enquiries to deliver a high quality face-to-face and digital enquiry service. Making informed referrals as appropriate.\xe2\x80\xa2 Use relevant LJMU systems and digital resources to carry out tasks effectively and productively.\xe2\x80\xa2 Maintain a current awareness of the availability of digital library resources.\xe2\x80\xa2 Encourage Library users to develop their own skills and knowledge by showing them how to use services and directing them to digital resources and self-directed support. \xe2\x80\xa2 Contribute to the promotion and development of services to ensure service standards and satisfaction levels are maintained.\xe2\x80\xa2 Ensure a clean, tidy and safe environment is maintained by carrying out checks on facilities and equipment, taking appropriate action when required.\xe2\x80\xa2 Assist in maintaining an appropriate study environment for Library users by explaining and enforcing Library Services\' rules and regulations. Including the supervision of student behaviour and spaces.\xe2\x80\xa2 Assist in the day-to-day management of library materials.\xe2\x80\xa2 Undertake supporting activities such as induction, tours and events, promotion and displays etc.\xe2\x80\xa2 Attend and contribute to team meetings, briefings, and projects as appropriate.\xe2\x80\xa2 Any other duties commensurate with the grade as deemed necessary by the Director, Library Services.\xe2\x80\xa2 A commitment to LJMU\'s values and regulations, including Equal Opportunities Policy, the AUA Statement of Values and AUA CPD Framework.\xe2\x80\xa2 Liverpool John Moores University recognises and is aware of its Social, Economic and Environmental responsibilities, the post holder is required to minimise environmental impact in the performance of the role and actively contribute to the delivery of LJMU\'s Environmental Policy.\xe2\x80\xa2 The post-holder\'s mandatory Health and Safety responsibilities, which have been agreed by the University\'s Strategic Management Team, are contained in Section 2 of the University\'s Safety Management Code of Practice MCP1 Organisation for the Implementation of the Health and Safety Policy.

Skills and experience

Attainments\xe2\x80\xa2 5 GCSEs at grades A*-C/4-9 or equivalent qualification, or a proven track record of previous work experience in a relevant role/relevant life experience. This may include learning gained from short courses and/or formal training.

Experience\xe2\x80\xa2 Experience of working within a customer focused environment in a front-line service.\xe2\x80\xa2 Experience of using standard office applications, e.g. word processing, spreadsheets, email, chat, video conferencing, etc. to support your own work and to troubleshoot basic IT issues. Skills and knowledge\xe2\x80\xa2 Excellent customer care skills, committed to developing high standards of customer service.\xe2\x80\xa2 Excellent interpersonal and communication skills enabling you to work confidently and sensitively with library users.\xe2\x80\xa2 Ability to work under pressure, individually and as part of a team.

Personal qualities\xe2\x80\xa2 Confident manner, able to approach library users to offer support without needing to be asked and deal with a variety of customer service demands.\xe2\x80\xa2 Willingness to work flexibly to meet service demands.\xe2\x80\xa2 Willingness to acquire new skills as required for service delivery in a changing environment.

Location
Liverpool

Benefits

• 5 GCSEs at grades A*-C/4-9 or equivalent qualification, or a proven track record of previous work experience in a relevant role/relevant life experience. This may include learning gained from short courses and/or formal training.\xe2\x80\xa2 Experience of working within a customer focused environment in a front-line service.\xe2\x80\xa2 Experience of using standard office applications, e.g. word processing, spreadsheets, email, chat, video conferencing, etc. to support your own work and to troubleshoot basic IT issues.

Liverpool John Moores University