Library Assistant

The role

This role offers an exciting opportunity to join the Library Customer Services Team to provide accessible and inclusive front-line services to students and researchers across the University. You will answer and refer on questions received face-to-face and online, including the library’s virtual chat service, working across teams to resolve customer issues as necessary. This will include triaging IT issues to enable students to flourish in a blended learning context. There are eight libraries including the Veterinary Sciences Library at Langford and you may be required to work at any site across the week to support operational requirements.

The role is split across two areas of the Customer Services Team and will include working three days within the Library Support Service. This will include supporting disabled and dyslexic students to use both physical and digital resources for study and research. You will support students in using the physical spaces on campus to ensure a positive customer experience.

Work Pattern:

Sunday – Wednesday: 9am-5pm

Thursday: 12pm-8pm

This includes all Bank Holidays and University Closure Days that fall within the work pattern and additional exceptional UK Bank Holidays.

Please note 3 days of this role will be working with the Library Support service.

The dual nature of this role makes it unsuitable for job share. It is split across two teams and has been specifically created to spread skills and knowledge between teams and to enable more flexible, efficient cross-team working, as well as creating variety for the postholder. They cannot work in the same way when the two roles are separated, or when each job share partner only spends small percentage of their FTE per week in each role.

What will you be doing?

You will be supporting delivery of excellent customer service by helping students and academic staff to navigate print and online collections, use self-service book kiosks and return points and offering support by triaging basic IT (Information Technology) enquiries to enable students to flourish in a blended learning context.

You will play a vital role in ensuring that all library users have a successful visit and get the best from the facilities provided. You will carry out roving to support maintaining a pleasant study environment and to be available to help library users at the point of need. You will work with other teams help promote library services and events across the year. You will work as part of the team to provide answers to questions via live chat and the library enquiries mailbox.

When working within Library Support you will provide additional support through book collection and scanning. You will help to obtain or create accessible library resources to support access for disabled students.  Responsibilities include meeting students recommended for services via face-to-face or online meetings and dealing with enquiries and referrals for support via a busy mailbox. 

Responsibilities include assisting with Library Support events, workshops and tours to help promote and demonstrate the service.

You should apply if

You have excellent communication & customer care skills and the ability to work in a fast-paced, front facing service environment.  You have a keen interest & enthusiasm for using technology apps & tools to support student learning.

Additional information

For informal queries about the role, please contact:

Mary Lockwood (Customer Services Manager) - mary.lockwood@bristol.ac.uk or

Jez Stein (Library Support Supervisor) - jez.stein@bristol.ac.uk

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