In cooperation with the other members of your team, your role is to :
assist the Library Operations Manager / Assistant Library Operations Manager with the day to day supervision and operation of the library;
support the provision of an effective service for customers including issuing, returning, and requesting items. This could be via self-
service or at the desk. This will include moving books and emptying book return bins and delegating these tasks where appropriate;
take responsibility for the order and tidiness of the library and its collections, delegating shelving and other tasks where necessary;
actively support library customers by helping to resolve basic IT and library queries, dealing with those that are more complex and those referred by Library Assistants and referring any queries that cannot be resolved immediately to the appropriate technical support staff;
guide customers in the use of electronic resources, e.g. e-books, electronic journals and databases;
support the use of mobile devices;
support customers via the online chat service dealing with basic and more complex library queries and referring any that cannot be resolved immediately;
participate in library service working and project groups;
handle cash and card payments for a range of library activities;
assist with the operation of printing, photocopying and scanning equipment;
assist with the effective operation of soft binding and laminating equipment;
collect, collate and analyse data to inform decision making for library operations;
assist with the instruction of library users in the use of resources, such as providing tours for new students and / or assisting with Information Literacy workshops;
assist with collection management and development within the library, which may include removing old editions, checking reading lists and stock checking;
take operational responsibility for specific administrative tasks;
ensure that the University Library Service (ULS) Regulations are observed;
participate in a continuing programme of training and development;
liaise with other parts of the library service, other departments and Academic Schools to fulfil service needs;
actively contribute to the provision of outstanding / excellent customer service in line with the University Library Service’s Customer Care Promise and Customer Service Excellence Award.
Training and support will be provided.
Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties
Abide by University policies on Safety, Health and Environment and Equality and Diversity
Perform other duties occasionally which are not included above, but which will be consistent with the role
You may be required to work in more than one library site during the course of your employment.
Important note :
It is the University’s policy to use the person specification as a key tool for short-listing. Candidates should evidence that they meet ALL of the essential criteria as well as, where relevant, the desirable.
As part of the application process you will be asked to provide this evidence via a supporting statement.
Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below.
Your application will be considered based on the information you provide under each element.
When attaching the supporting statement to your application profile, please ensure that you name it with the vacancy reference number, e.
g. Supporting Statement for 8871BR
NVQ 2 or GCSE Level A-C or equivalent, or equivalent relevant experience.
Proven ability to communicate information, both orally and in writing, to a wide range of people. Ideally the successful candidate should be able to communicate in Welsh and where necessary we will support individuals into developing these skills.
Proven ability to deal with customers face-to-face, over the telephone, online or via email promptly, calmly, effectively and courteously.
Evidence of an ability to plan, prioritise and organise own work flexibly, working unsupervised to deadlines.
Proven ability to deal with referred requests, solve problems using initiative and to know when to refer more complex queries.
Evidence of working effectively as part of a team, providing guidance and support to other team members where necessary.
Evidence of working effectively in a library service or customer service role.
Demonstrable experience of using IT applications such as Microsoft Office, email and the Internet.
Demonstrable commitment to Continuing Professional Development (CPD), with a willingness to participate in training activities, including IT.
Evidence of a flexible approach to a continually developing role.
11. A-levels or equivalent.
12. Successful completion of the European Computer Driving Licence (ECDL) or equivalent IT qualification.
13. Knowledge of electronic resources e.g. e-books, electronic journals and databases.
14. Knowledge of mobile technologies.
15. Experience of working in a Higher Education (HE) environment.
ULS Values and Behaviours
We encourage feedback from our customers
We treat customers and colleagues with respect
We are solution-focused
We listen to staff at all levels
We work effectively together to deliver professional services
We are consistent, fair and approachable
We value honest, transparent and clear communication
We take pride in delivering excellence
We encourage and support our staff to achieve their full potential
We anticipate future needs
We embrace change and innovate
We review our performance to drive change
We put the customer at the heart of the improvements
We learn from and share best practice
The University Library Service is one of nine departments within Cardiff University’s Professional Services.
The University Library Service is part of the University’s Department of Academic and Student Support Services.
The University Library Service consists of 14 libraries across Cardiff University, providing access to 1.4 million printed books, 21 thousand journals (most of which are available electronically), and an extensive range of rare and historical books and archives.
Each library operates in close co-operation with its academic schools to ensure that the services they offer continue to meet the needs of all teaching, learning and research groups.
The University Library Service also delivers services to Cardiff and Vale University Health Board, Velindre University NHS Trust, and the NHS Wales Library Service Partnership.
As well as housing printed and electronic books and journals, the libraries also offer many services to enable specialist research, including the SURE team of systematic reviewers and unique research collections such as Special Collections and Archives, the European Documentation Centre, and other archive facilities.
The online library catalogue provides easy access to library services, including locating resources, checking library borrowing, and requesting items.
The University Library Service is committed to excellent customer service. The Library Service has been awarded the 'kitemark' of the UK Government's national Customer Service Excellence ® standard, which recognises that customer service is at the centre of our services.
We are committed to providing a service which is friendly, helpful and responsive to the needs of our customers and do everything reasonably possible to ensure the reliability of our services.
In addition, Cardiff University is one of the largest organisations in Wales to be awarded Investors in People accreditation.
Admin / Clerical, Library Services