Job Description

We are looking for proactive and dedicated individuals with the skills to deliver high quality service in a customer facing environment, to support the delivery of our frontline services in a sector-leading Higher Education library committed to continuous improvement.

King’s has set out a compelling vision to ‘make the world a better place’ in its strategy for 2029. As part of this ambition Libraries & Collections (L&C) have created a plan, Library Evolution, which will enable us to transform our services, resources and spaces.

The post holders will actively contribute to Library Evolution and the work of the Frontline Services team by supporting the delivery and operation of our enquiry service across Libraries & Collections; enabling users to access our resources, services and facilities and maintaining library spaces. Library Assistants act as an identifiable, visible and welcoming presence for our users, and are to have a broad understanding of Library Services and the breadth of its work in order to respond, signpost or refer enquiries effectively and promote our services.

This position is expected to play an active role in the development of Frontline Services. Library Assistants collect, collate and monitor data and statistics to support the evaluation and design of Libraries & Collections’ service, contribute to the creation of guidance and procedural documentation, and are expected to engage with new technologies and adapt working practices as necessary.

Library Assistants will carry out key frontline activities as delegated by the Library Frontline Coordinator, including site admin duties. They will assist users with self-service facilities, carry out timely and accurate shelving and shelf tidying, and take responsibility for stock and circulation tasks. Assistants also resolve or escalate issues regarding building and maintenance, health and safety, security and wellbeing (of colleagues and service users) ensuring the library space is safe, clean & tidy.

There are 3 Library Assistant posts available. There are currently hybrid working roles with both work from home and on campus. The roles are based in our department with different home sites across King’s campus’.

Regular working patterns differ from post to post and are either:

Mon-Fri 09:00-17:00 @ New Hunt’s House

Tue-Sat 09:00-17:00 (Sat - 10:00-18:00) @ Denmark Hill.

Sun-Thur 09:00-17:00 (Sun – 10:00-18:00) @ Denmark Hill.

However, due to the service nature of these posts, regular evening and weekend working is required for all.

This post will be offered on an INDEFINITE CONTRACT.

These are FULL-TIME posts.

Key responsibilities

• Take responsibility for handling customer enquiries, responding promptly and referring complex enquiries as appropriate
• Take personal accountability for the data quality of records, ensuring they are accurately inputted and maintained
• Ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity, maintaining an up-to-date knowledge of data protection and copyright requirements
• Organise own calendar and workload priorities alongside contributing to timetabled activities
• Contribute to the development and improvement of the service, and associated service processes, through identifying and suggesting improvements based on user feedback, colleague insight and own knowledge and experience
• Assist with training, coaching and induction of new staff members
• Work co-operatively and collaboratively in a team environment
• Work flexibly as part of Libraries & Collections, supporting other teams in times of high-volume activity
• Share experiences that have worked well in order to contribute to a collaborative understanding of best practice
• Take responsibility for own performance and development, through agreeing clear performance objectives, maintaining professional awareness and reflecting on own performance
• Role-model a positive, proactive, flexible and committed approach that encourages others
• Consistently role model King’s Principles in Action

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, Knowledge and Experience

Essential criteria 

1. Excellent oral and written communication skills
2. Excellent organisation and time management skills
3. Good numeracy and analytical skills to inform decision-making
4. Proactive, responsive and flexible approach to work
5. Methodical, detail-oriented approach to work, maintaining a high level of accuracy
6. Ability to work with a broad range of customers in a professional and assured manner
7. Ability to work as part of a team in a fast-changing environment
8. Ability to work effectively and proactively with other teams and stakeholders
9. Commitment to personal accountability and continuous improvement, driving own professional development
10. Strong interpersonal skills, with the ability to effectively question and understand user needs and enquiries

Desirable criteria 

1. Experience of working in a customer-oriented environment
2. Experience of using library catalogues and resource discovery tools
3. Ability to work under pressure and meet deadlines
4. Experience of or proven interest in working within higher education environment

Further Information

Please submit a personal statement when applying for this vacancy, clearly setting out how you meet the essential criteria, as this is how we shortlist applications