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LIBRARY ASSISTANT – CUSTOMER SERVICES TEAM (PART-TIME) Job Ref: S-562575 Department: University Library Location: University Campus Salary: Depending on qualifications and experience Range: £19,828– £22,912 pa (pro rata) Tenure: Permanent Grade: 4 Hours of work: Part-time - Wednesday: 1.30pm – 5.00pm; Thursday and Friday 9.00am-5.00pm Closing Date: 20 January 2016 Interview Date: To be confirmed ____________________________________________________ Informal enquiries to Mark Ramsden 0151 794 43926, email: Application Procedure Applications should comprise a completed Application Form for Support Staff and an Equal Opportunities Employment Form. If you have any particular requirements should you be invited to interview, please make this clear in your application. Submitting Applications Applications may be submitted by e-mail to or by post or in person to: Human Resources (Recruitment), The University of Liverpool, Hart Building, Mount Pleasant, Liverpool L3 5TQ 100 Application Limit- APPLY EARLY. Please note that due to the large volume of applications for support posts it is necessary to apply an application limit. If 100 applications are received in advance of the closing date this post will automatically close. ROYAL MAIL – Postal Pricing System. Please ensure that postal applications carry the correct postage according to the weight and measurement of the item, as items with insufficient postage will be held and delayed by the Royal Mail. Details of their pricing system are available online at or from a Post Office branch. Acknowledgement of Applications Please note that we are unable to acknowledge postal applications. If you would like an acknowledgement please enclose a stamped addressed card or envelope, and place it at the front of your application. If you e-mail your application you will receive an automated acknowledgement. Shortlisting and Interviews Shortlisting and interview arrangements are the responsibility of the recruiting Department. Please contact Carol Kay on 0151 794 2687 if you have a query after the closing date. Outcome of Applications Vacancies at the University often attract a large number of candidates and it is not always possible to respond individually to every application. If you have not heard from the recruiting department by end February 2016 please take it that your application has not been successful. Job Ref: S-562575 Page 1 of 8 Asylum & Immigration The University will comply with the Immigration, Asylum and Nationality Act 2006, which requires all employees to provide documentary evidence of their legal right to work in this country prior to commencing employment. Candidates will be required to bring their passport (and visa if applicable) to interview so that it can be copied and verified by a member of the Selection Panel. For support staff vacancies, it is not likely that the University would be able to make a successful application for a Certificate of Sponsorship. For this type of post, it is unlikely that we would be able to appoint an individual who is not currently eligible to work in the UK. Further information about Certificate of Sponsorship and eligibility to work in the UK, can be found at: National Insurance Number All employed individuals must possess a UK National Insurance Number. Further information and how to apply for a unique National Insurance Number can be found at: Diversity and Equality The University of Liverpool is committed to diversity and equality of opportunity. All employees and applicants for jobs will be considered on their abilities and will not be discriminated against on the grounds of age, caring responsibilities, colour, disability, employment status, gender, gender identity, marital status, nationality, race or ethnic origin, religion or belief, sexual orientation, socio-economic status or any other irrelevant distinction. Training is available to support career progression within the University. Two Ticks Disability: Guaranteed Interview Scheme (GIS) The University of Liverpool is committed to the employment of disabled people, and as part of our commitment, we guarantee to interview all disabled applicants who meet the essential criteria for a post and consider them on their abilities. If your disability prevents you completing the application form by the specified closing date, or when the vacancy closes early, due to a high volume of applications, please call the Recruitment Team as soon as possible to discuss alternative arrangements. To apply for a post under the disability GIS, you must disclose your disability (as defined by the Disability Discrimination Act, 2005), and mark X in the yes box on the Equal Opportunities Employment Form. This form must be returned with your application form. Volition Programme The University of Liverpool supports the Liverpool Anglican Cathedral Volition Programme. Applicants who have successfully completed the programme and meet the essential criteria for the post will be offered a guaranteed interview. Please note that individuals will be confirmed through the Volition Programme directly. To apply for a post under Volition, please mark X in the yes box on the Equal Opportunities Employment Form. This form must be returned with your application form. Accessibility If you require copies of documentation in alternative formats, for example, large print or Braille, please contact or telephone 0151 794 6771. If you have any other requirements which will help you access the application or interview process or employment opportunities at the University of Liverpool, please let us know by contacting or telephone 0151 794 6771. Pension The Occupational Pension Scheme associated with this appointment is the University of Liverpool Pension Fund (ULPF). You are encouraged to familiarise yourself with the full particulars of the scheme which can be found here. Role Description and Employee Specification The attached Role Description outlines the duties and responsibilities of the position, and highlights the skills and attributes which the post-holder would need to develop whilst in post. Job Ref: S-562575 Page 2 of 8 The Employee/Person Specification outlines the criteria to be used in the selection process. Applicants are advised to concentrate in their applications on demonstrating how they meet the selection criteria. DL/30 November 2015 Job Ref: S-562575 Page 3 of 8 UNIVERSITY LIBRARY LIBRARY ASSISTANT – CUSTOMER SERVICES TEAM (PART-TIME) GRADE 4 POST We are seeking a Library Assistant to work as part of the Customer Services Team, providing high quality, customer-focused services to library users at the Help Desk and Reception and providing assistance to the Roving Support Team as required. You will contribute to the development of student centred services as a member of Customer Services Section. You should have 3 GCSEs at Grade C or above (or equivalent) including English Language and relevant work experience dealing with the public in a busy service environment. The position entails training for, and working with, the Library’s management system, Innovative Sierra, and you should have a good working knowledge of Microsoft office applications. Tasks such as lifting and carrying books, pushing and pulling fully loaded trolleys and bending and stretching to re-shelve material are also requirements. You will be a well-motivated individual, comfortable working in a busy public environment and able to respond helpfully to all library users in person and by telephone. PRIME OBJECTIVE You will contribute as part of a team, to the development and delivery of Reception, Help Desk and Roving services. DUTIES  To staff the Reception Desk, providing a welcoming and helpful first point of contact to users of the Library on entering the building; dealing with membership and registration enquiries; providing basic library information for users entering the building  To operate the Sentry card access control system ensuring accuracy of information in liaison with the University’s Student Administration Services  To deal sensitively with students excluded from the Library as debtors, refer individuals to and liaise with the University Finance Office as appropriate Job Ref: S-562575 Page 4 of 8  To work, as required, on the Help Desk, acting as a first point of contact for all queries relating to the operation of the Library, face to face and via telephone and email, referring enquiries to other staff as necessary, applying the Library’s rules and regulations in a reasonable manner  To take money for fines and sales (card and cash payments) and to assist with the laptop loan service  To perform other clerical duties as required, including administering and developing the Library’s reservation and recall, missing item, or invoice procedures  To contribute to the Roving Support service, including the provision of assistance to users accessing eresources; the referral of more detailed enquiries; providing assistance with the operation of MFD units; providing a basic IT support relating to the Managed Windows Service, VITAL, Spider and other University systems; providing help with networked MS Office applications and with file management  To patrol the public areas of the Library, control noise and disturbance as necessary, ensure appropriate use of facilities; report hardware faults, faulty or damaged furniture, fittings and equipment; ensure a clean and tidy environment; liaise regularly with library staff, Computing Services Department staff, Building Managers, etc, as required; provide support to users with the operations of the Library’s selfservice functions  To lead introductory Library tours for new students  To participate in schools liaison activities in conjunction with the Customer Services Manager  To participate in Library and Customer Services team meetings and activities, including contributing to cross-Library project teams, as required  To participate in staff training as necessary, keeping up to date with changes and developments  To perform other duties as may reasonably be required; to work at other library sites as required Please note:  You will be expected to agree to your professional details being made available on the Library’s website, to wear a name badge indicating your role as a member of the Library staff and to adhere to the Communication Standards for Library Staff  New appointments to the Library will be made at the lower end of the pay scale, depending on qualifications and experience  Attached is a copy of the Employee Specification by which candidates will be short listed for interview  The neatness and accuracy of the completed application form, together with any additional supporting statement will be taken into account when shortlisting candidates MANUAL HANDLING The post involves bending, stretching and the manual handling of loads up to 15kg. A system to control the risks is in place. Appointment will be subject to Occupational Health screening THE UNIVERSITY Job Ref: S-562575 Page 5 of 8 The University of Liverpool was incorporated as University College in 1881 and reconstituted as the independent University of Liverpool in 1903. It has approximately 18,000 students including 1,800 graduate students. There are three Faculties and about 2000 academic staff. Most departments are located on the 85acre University precinct, which lies on the edge of Liverpool City centre and stretches across to include the Royal Liverpool University Hospital. At the core of the University's mission statement is the aim to be recognised as a world-ranked centre of excellence in higher education in pure and applied research and an efficient and effective Library service is essential to the fulfilment of the mission; the Library intends to remain central to the provision of information services to the University and the local community. THE LIBRARY The University of Liverpool is one of the major civic universities and its Library is over 100 years old. Today there are two main libraries, at opposite ends of the University Precinct. The book stock is in the region of 2 million volumes and there is also a large collection of e-books and journals. The Library was awarded the Customer Service Excellence standard in 2014. SYDNEY JONES LIBRARY The original building was opened in 1976, housing the main collections of arts and social sciences material and the Special Collections and Archives department. A major extension and refurbishment programme was completed in 2008. The Abercromby Wing opened in summer 2007 and refurbishment of the original library, now renamed the Grove Wing was then carried out. This involved general refurbishment of the study and PC areas and the re-location of the Special Collections and Archives department from the basement to the ground floor. Material from the Archaeology, Civic Design, Law and Music departmental libraries were also moved into to the SJL over the course of 2008-2009 The basement of the Abercromby Wing provides expansion space for the book and journal collections in an open access store. HAROLD COHEN LIBRARY This building was opened in 1938 as the main University Library. It now contains the main collections in science, medicine, engineering, veterinary science and dentistry. It can accommodate about 400 readers and has eight discrete PC Teaching Centres with over 250 networked PCs. Off-campus there is a library at the Veterinary Teaching Hospital on the Wirral. A major refurbishment project was carried out in summer 2014 OPENING HOURS During semesters, the two main libraries are open 24 hours a day. Hours vary during vacations. STAFFING The Library has a staff of about 140. In addition to the Librarian, there are about 40 professionally qualified librarians. The Library is organised into four main sections: Academic Liaison and Special Collections & Archives; Collections, Content & Discovery; Customer Services, and Planning & Resources. The heads of section together with the Librarian form the Strategic Leadership Team, which meets regularly. The Library is committed to staff development. In-house training, including an induction programme for all new members of staff, is well developed and newly-qualified staff can be supported through a CILIP chartership programme. Job Ref: S-562575 Page 6 of 8 CUSTOMER SERVICES Customer Services is responsible for the Library’s main service points including the reception and help desks; stock circulation control and shelving; collection management; general printed and electronic guidance; directional signage and notices; on-line enquiry monitoring, and the provision of a wide range of assistance to users. The section is committed to delivering excellent customer service. Building management, the physical environment, disability support, schools liaison and document supply are also the responsibility of Customer Services Customer Services has a key role to play, in conjunction with the other sections of the Library, in the development, delivery and monitoring of new and existing services to anticipate and satisfy the needs of our users. The section consists of around 82 staff of which 13 are professional grade staff (10fte) 31 Library Assistants (19fte); 10 Principal Library Assistants (6fte), 24 shelvers (12.5fte) and 6 Night Wardens. EXTERNAL RELATIONS The Library is a member of Liverpool Libraries Together which brings together the major libraries in the City; the other members being Liverpool John Moores University, Liverpool City Libraries, Liverpool Hope University, Liverpool Institute of Performing Arts, and the City of Liverpool College. There is close contact between staff of all the libraries and the Directors meet on a quarterly basis. As well as being a member of Research Libraries UK, the Library is also a founding member of NoWAL, a consortium of 15 higher education libraries in the North West. On-line presence: @livunilibrary Job Ref: S-562575 Page 7 of 8 EMPLOYEE SPECIFICATION – Shortlisting Criteria Post Title: Library Assistant (Part-Time) – Customer Services Team Salary: £19,828- £22,912 pa (pro rata) Department: University Library Job Ref: S-562575 Attributes No. 1.1 Essential Criteria Desirable Criteria (Identified from – Application form/CV/Supporting Statement/Interview/References) (Identified from – Application form/CV/Supporting Statement/Interview/References) Academic Library (or similar) clerical work experience 1.2 1.3 Relevant experience of team working in a busy customer service environment Experience of a variety of business or information IT systems Customer service experience EDUCATION QUALIFICATIONS TRAINING 2.1 2.2 3 GCSEs at Grade C or above (or equivalent) including English Language ECDL Qualification Customer service training 3. SKILLS, GENERAL AND SPECIAL KNOWLEDGE 3.1 3.2 3.3 Good awareness of Academic environment and priorities Excellent interpersonal and communication skills High standard of written and verbal communication skills Experience using a Library Management System Familiarity with using and supporting information systems PERSONAL ATTRIBUTES AND CIRCUMSTANCES 4.1 4.2 Positive approach, helpful, enthusiastic and self-motivated Able to work under pressure and apply Library rules firmly and in a positive manner Able to communicate effectively and knowledgeably, with colleagues, customers and external organisations Adaptable, with a flexible approach to work Able to work well in a team and unsupervised Able to bend, lift, carry and stretch, carry, push and pull fairly heavy loads, use a keyboard, monitor, scanner, work with PCs, answer telephones Flexibility with hours of work 4. 1. 2. EXPERIENCE 4.3 4.4 4.5 4.6 Job Ref: S-562575 Page 8 of 8