To provide the full range of facilities operational support activities for all Information Services sites across the University.
3. Main Responsibilities
All messengers may be expected to carry out some or all of the undernoted tasks at some point :
Front desk : 42%
Provide a security presence at the front desk, monitoring users entering and leaving the Library, ensuring Library policies are adhered to
Respond to everyday enquiries, for example location of rooms, referring to others (e.g. Helpdesk) as necessary
Reception Duties : 2%
Occasional Reception duties, verifying credentials of student, non-student or staff users. Using Front Office or Thank Q databases to verify student or alumni details.
Issue Visitor Badges and Day Passes as appropriate.
Respond to everyday enquiries (e.g. location of photocopiers or toilets).
Mailroom Duties 13%
Receipt and sorting of external mail and courier deliveries, receipt and sorting of mail from other University sites. Delivery of such mail and packages throughout the Library and other local IS sites
Collections from locations throughout the Library and other local IS sites, sort and appropriately frank outgoing mail.
Packaging of books being sent on loan to other Libraries across the world
Acceptance of deliveries of materials, furniture, computers, etc.
Daily manual handling activities are associated with this role in line with the collection / delivery of materials
Driving Library Van 13%
On a rota basis, distributing books and other items to IS sites throughout the University
Planning of ad-hoc uplifts and deliveries
General Duties 14%
Distribute stationery and other supplies, moving of books, shelving, furniture and equipment within and around Library and IS sites
Participate in the recycling of materials, collection and disposal of recyclable materials from the Library and local sites
Prepare rooms for meetings and seminars, to predefined plans
Basic maintenance tasks, e.g. to Library trollies, putting up frames for notices, ensuring facilities information notices are current
Erecting and dismantling shelving; moving books, shelving, furniture and other equipment
Any other appropriate duties as directed by Line Manager
Opening building in the mornings, occasional clearing and closing of building at night
Undertake building patrols to maintain good order and security of Library users, stock, equipment and users
Occasional playback of CCTV footage, in the event of a Security incident
Liaising with University Security in the event of any incidents
Monitoring Building Usage 3%
Undertake headcounts throughout the Library, recording these counts and exit counts on pre-set Excel spreadsheet
Incidents & Emergencies 2%
React and assist in the event of incidents and emergencies e.g. floods, emergency evacuation of buildings, operation of the emergency Evacuation Lift, supervision of emergency exits
Participate as required in compliance activities such as fire drills and fire alarm testing across local IS sites
4. Planning and Organising
A rota is in place to ensure cover for routine tasks
Any additional tasks are assigned to the job holder by the Senior Library Messenger or Building & Services Manager
The Messenger on van driving duties is expected to work with limited supervision, planning and organising the scheduling of ad-
hoc collections and deliveries.
The Messenger on Mail Room duties is expected to work within the confines of the role, scheduling their time to ensure both incoming and outgoing mail is dealt with timeously.
5. Problem Solving
Identifying and reporting on building faults plus security, health and safety concerns in the Library
Following the Library’s admissions procedures.
Ensuring building users are aware of the policies and procedures of the Library.
Supporting security personnel and / or emergency services personnel who have been called to an incident by staff or students.
Taking remedial action for routine problems, e.g. cordoning off entrance gates in the event of mechanical failures, bringing any recurring issues to the attention of the Senior Library Messenger or Building and Services Manager.
6. Decision Making
The job holder makes decisions about how to deal with a range of enquiries or problems which arise in their normal delivery of services (e.
g. what queries need to be referred to the helpdesk team)
Deciding when to escalate issues within the department
7. Key Contacts / Relationships
Visitors to and users of the Library : making sure they make appropriate use of the Library within the operating procedures.
University staff, visitors, members of the public.
Contractors / Suppliers for deliveries, maintenance, and compliance visits (e.g. Security, H&S etc.).
8. Knowledge, Skills and Experience Needed for the Job
Qualifications / Training
Full Clean driving licence You will be expected to carry out daily driving duties associated with this role.
First Aid Qualified
Recognised Health and Safety Qualification ie IOSH Working Safely
Building security and safety procedures.
Experience in the operation of Mailroom equipment e.g. franking machine (although training will be given)
Experience of front line public and customer service in a busy and demanding environment.
Experience of working within a library environment and or Facilities Enquiry Helpdesk
Procedural experience of dealing with fire alarms / intruder alarm system
Knowledge, Skills and Competencies
Awareness of appropriate book handling procedures.
Basic IT skills (e-mail, word processing etc.).
Experience with working within a managed stockroom
Library Helpdesk Knowledge
Ability to communicate effectively and with tact and diplomacy
Self- motivated and a team player.
A flexible attitude, not afraid to multi-task or take on new activities
Responsible to : IS Facilities Supervisor
Responsible for staff : No
Staff in Main Library : Over 200 IS colleagues, Student Services, Accommodation Services, and Estates & Building staff work in the building,
Study Spaces : 2200 study spaces.
The post involves front-line customer service, and as such the post holder will be expected to deal with different situations in a professional manner.
The post holder could be deployed to other IS buildings at short notice so will encounter a large number of students and staff.
The post holder will be recognisable by their uniform as the face of IS and therefore should seek to ensure that every interaction with staff, students and visitors leaves a god impression.
10. Job Context and any other relevant information
The post will be based in the Main Library which is one of the University’s largest buildings