Graduate Intern, Library Customer Services

Durham, United Kingdom
£18,777.50 per annum
07 Jun 2022
End of advertisement period
14 Jun 2022
Contract Type
Fixed Term
Full Time


SPOT: - £18,777.50 per annum
Fixed Term - Full Time
Contract Duration: Until 31 August 2023
Contracted Hours per Week: 35
Closing Date: 14-Jun-2022, 6:59:00 AM

Durham University

Durham University is one of the world's top universities with strengths across the Arts and Humanities, Sciences and Social Sciences. We are home to some of the most talented scholars and researchers from around the world who are tackling global issues and making a difference to people's lives.
The University sits in a beautiful historic city where it shares ownership of a UNESCO World Heritage Site with Durham Cathedral, the greatest Romanesque building in Western Europe. A collegiate University, Durham recruits outstanding students from across the world and offers an unmatched wider student experience.

Durham University seeks to promote and maintain an inclusive and supportive environment for work and study that assists all members of our University community to reach their full potential. Diversity brings strength and we welcome applications from across the international, national and regional communities that we work with and serve.

It is expected that all staff within the University:

  • Contribute to our learning culture by engaging in mentoring, training and coaching.
  • Positively contribute to fostering a collegial environment; as well as demonstrating commitment to equality, diversity and inclusion.
  • Have due regard to Health and Safety requirements appropriate to grade and role.

The Department

In January 1833 Bishop William van Mildert donated 160 volumes to found the University Library, located on Palace Green.

Today Library & Heritage Collections offers spaces, collections, expertise and services supporting education, research, the wider student experience and cultural and educational outreach. Collections and services operate across a wide estate of libraries, museums, galleries and exhibition spaces, including the UNESCO World Heritage Site on Palace Green. Our nationally and internationally recognised collections span early books and manuscripts, museum objects and art, print and electronic materials and include a repository of digitised materials, research outputs and research data.


This Internship for a graduate, from any discipline, will serve as preparation to undertake an archive or library qualification or apply for future roles in the sector. During the Internship the post holder will obtain experience of customer services, including user experience, within the setting of an academic library. There will also been an opportunity to learn about other areas of work within Library and Collections

The Customer Services team provide all front-line customer, visitor and enquiry services at our libraries and museums. This includes supporting customers and answering enquiries both in person and online through our virtual enquiry desk manage the circulation of stock. They also lead on social media, marketing communications and the user experience for the department.

The intern will be involved in a wide range of activities to support customer services to our users. This will include working at the main library Help and Information desk, answering enquiries through the virtual enquiry desk and responding to live chats. You will work closely with our User Engagement Officer, designing and producing publicity materials, communications and contributing to our social media channels. You will support engagement activities such as induction, open days, displays and student focussed campaigns, including World Book Day, wellbeing related and different national awareness weeks on various subjects.

The intern role is for fixed term until 31st August 2023 attracting a salary of £18,777.50 per annum, plus 27 days holiday and excellent benefits.

For further information on the Intern position or to arrange an informal discussion please contact: Maria Carnegie, Head of Customer Services maria.a.carnegie@durham.ac.uk or Katharine Davidson-Brown Customer Services Manager j.k.davidson-brown@durham.ac.uk.

Job Purpose

This internship presents an ideal development opportunity for an individual wishing to pursue a career in the archive or library sectors.

The post-holder will undertake a range of activities, delivering services to customers and gaining experience including (indicative listing only):

  • Providing direct customer service by assisting students in the library, answering enquiries in person, electronically, and by telephone.
  • Supporting circulation activities
  • Supporting digitising and scanning work.
  • Administrative activities including: opening and closing routines, creating lists, and recording and collating statistics.
  • Assisting with collections management work such as labelling and packaging of documents, undertaking stock-checks of book collections, etc
  • Participating in short-term working groups and project work.
  • Creating posters, images and video for communication and engagement purposes.
  • Participating in staff development activities, including formal training sessions and self-directed learning, to develop skills and knowledge appropriate to the post.


This is a full-time post, working 35 hours per week with a holiday entitlement of 27 days per annum.

The work pattern of the role includes one weekly evening shift until 8pm (evening to be mutually agreed) and occasional weekend and bank holiday work as business demands.

The post is an on-site role, based at the Bill Bryson Library in Durham, but will also be expected to work on occasion at other University sites in Durham.

Application is by CV, covering letter and a document providing supporting evidence of how you meet the essential and desirable criteria (preferably in a grid format using the different criteria as headings).

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria

  1. Excellent oral and written communication skills.
  2. Proven IT skills, including use of Microsoft Office.
  3. Educated to degree level (or equivalent).
  4. Evidence of personal development to improve skills and knowledge.
  5. Experience of working as part of a team in a customer focussed service to ensure the delivery of high quality services.
  6. Experience of managing time in order to meet deadlines.
  7. Experience of providing advice and guidance to a range of customers and colleagues.
  8. Confident in using social media for communication, and creating material or images on use with social media.
  9. Demonstrable interest in undertaking an archive or library qualification and/or pursuing a career in libraries focussed work.

Desirable Criteria

  1. Ability to solve problems as part of a team and resolve straightforward issues.
  2. Relevant experience in a similar role / environment.
  3. Experience of using initiative within a team environment.
  4. Digital media skills, for example video creation and editing

DBS Requirement: Not Applicable.