Information Assistant

at  Durham University

Information Assistant (Job Number: 24001847)
University Library and Collections
Grade 3: - £16,185 - £16,770, which is pro rata the full-time salary of £22,659 - £23,478
Open-Ended/Permanent - Part Time
Contract Duration: Open ended
Contracted Hours per Week: 25
Working Arrangements: To be agreed locally by Department
Closing Date: 03-Nov-2024, 5:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.

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.

WHAT YOU NEED TO DEMONSTRATE WHEN YOU APPLY

To be considered for this role, here are the skills/experience we’re looking for:

QUALIFICATIONS/EXPERIENCE

1. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
2. Relevant experience in a customer services role/environment
3. Experience of working in a team delivering customer focussed services
4. Ability to, and experience of, managing time to meet deadlines.

SKILLS/ABILITIES/KNOWLEDGE

1. Excellent spoken and written communication skills.
2. Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems, and social media platforms.
3. Committed to training/continuing professional development.
4. Ability to, and experience of, solving problems as part of a team and resolving straightforward issues.
5. Demonstrable ability to provide advice and guidance to a range of colleagues and customers.
6. Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.

THE ROLE AND 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 visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces, including 24/7 term-time opening.
This role actively contributes to the frontline customer service provision, ensuring that all customers have a high-quality experience, through working on information points, answering queries, proactively providing information and assisting customers. Specific tasks include working on our Help and Information Desk answering queries and assisting customers, user engagement, supporting special events, circulation tasks including book returns and some reshelving, maintenance of the collections, undertaking opening and closing routines and maintaining study spaces.
Further information about the role and the responsibilities is at the bottom of this job description.

TYPICAL ROLE REQUIREMENTS

Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.