Library

Grade 2: - £19,863 - £20,134 per annum
Open-Ended/Permanent - Part Time
Contracted Hours per Week: 19
Closing Date: 09-Jan-2023, 7:59:00 AM
Disclosure and Barring Service Requirement: Not Applicable.

The Role and the Department 

The Customer Services Team is part of University Library and Collections. We provide all front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and user services in our Libraries and study spaces, including 24/7 term-time opening.

Customer Services Assistants play a vital role in delivering a high-quality experience to our customers. Work can include engaging with customers in a reception role, through to shelving returned library materials, processing new books to moving materials between sites. The role is key in maintaining an excellent work and study environment, conducting furniture checks, ensuring the replenishment of multi-functional devices, and keeping the buildings tidy and safe for our customers.

Customer Services Assistants work Monday to Sunday, working early morning, day, and evening shifts as part of a standard rota, covering between 7.45am and 10pm, including Bank Holidays at any of our library and collections sites. Current shift patterns for this post include one weekend shift and up to three evening shifts per week. Part time roles could be worked over 5 days.

Library work involves considerable manual handling and physical activity, for example: packing and lifting books, lifting boxes, and pushing trolleys. Appropriate training will be provided.

The role holder will be required to drive University vehicles including vans. 

The University

At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community.  We inspire our people to do extraordinary things and we invite you to join our fantastic team.

Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.

At the University we promote and actively champion equality, diversity and inclusion.  It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  For more information on our EDI strategy and values, click here.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:  

• Pro rata 27 Days annual leave per year (in additional to 8 public holidays and 4 customary days per year), a total of 39 days. 
• No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.  
• Discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.   
• On site nursery and children’s clubs during the summer holidays.  
• Lots of support for health and wellbeing including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.   
• The opportunity to take part in staff volunteering activities.  
• Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers)   
• If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.  
• Generous pension schemes.       

What you need to demonstrate when you apply

When you apply it is important that you let us know what skills/experience you have from a similar role (this does not have to be in a library setting) and/or what skills/experience you have which would make you right for this role including: 

1. Good oral and written communication skills.
2. Digital skills including the ability to use core digital tools including internet and email as well as the ability to learn new digital tools.
3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience)
4. Ability to, and experience of, working collaboratively as part of a team.
5. * Experience of working in customer focussed role or environment.
6. * Ability to, and experience of, managing time in order to meet deadlines.
7. Ability to follow instructions, written or oral, accurately.
8. Clean driving licence, and willing and able to drive a university vehicle (manual transmission van).
9. Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.

Desirable

Evidence of personal development to develop skills, or the desire to undertake personal development

How to Apply

We prefer to receive applications online.  When you apply you need to submit a statement that tells us your experience and gives examples of how you meet the criteria above.

We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.

Who to contact for more information

If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Katharine Davidson-Brown, Library Customer Services Manager would be happy to speak to you -j.k.davidson-brown@durham.ac.uk.

Typical Role Requirements

Service Delivery

• Contribute input within a service team to provide a responsive service for stakeholders. 
• Contribute input to deliver a stakeholder-focussed service. 
• Follow documented service procedures, referring to more experienced colleagues with less straightforward issues. 
• Demonstrate some pre-employment familiarity with the techniques, and processes used in the service area. 
• Learn about the hazards and risks within own area of work and report incidents in accordance with recognised procedures and protocols.  
• Operate everyday domestic, office, maintenance tools and equipment. 
• Follow procedures to determine how to record information or use resources within the role. 
• Learn and adhere to specific risk assessments when delivering specific tasks within a variety of work environments. 
• Wear and use protective equipment and clothing to carry out tasks on a day-to-day basis. 
• Carry out a range of tasks that require a more than standard level of physical, manual and sensory dexterity, following training, for short periods of time. 
• A commitment to equality, diversity and inclusion and the University’s values.

Teamwork

• Contribute to team effort with more straightforward tasks during peak workflows.
• Assist team members to manage and maintain tools, appliances, equipment and resources safely, securely and according to hygiene and quality standards. 

Communication/Personal

• Respond to straightforward requests for information from stakeholders. 
• Communicate with supervisor, team members, other staff, students and visitors in person or using electronic tools and applications. 
• Learn new skills and techniques on the job working alongside more experienced team members. 
• Complete necessary skills training to deliver a foundation service in a retail, catering or leisure environment. 
• Any other reasonable duties. 

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement https://www.durham.ac.uk/about-us/governance/information-governance/privacy-notices/privacy-notices/job-applicants/ which provides information on the collation, storing and use of data.  

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.