Library Client Services Assistant

at  Massey University

Job Description: Library Client Services Assistant
Position Purpose: Provide a consistently high level of customer service in response to enquiries
through the Library’s multi-channel service, by providing and enabling access to
quality resources which support the University’s learning, teaching, and research
goals
Department: Library
Location: Wellington
Reports to: Wellington Service Point and Client Engagement Manager
Responsible for: Nil
Delegations: Nil
Job Title: Library Client Services Assistant

Key relationships: Internal

• Staff and students; Library staff; Students and staff of other universities

External

• Members of the public; Other libraries and their communities

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.
We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.
Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
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on respect, trust and mutual benefit. Massey is not only defined by what
we do, but by how we do it.
Massey University Library is a trusted partner in research, teaching and
About this area:
learning. The Library provides outstanding service when and where the
customer needs it, spaces to connect and learn, and access to high quality
scholarly resources. Massey University Library staff are expected to
commit to and support the Library’s vision, mission and values available
here
https://www.massey.ac.nz/study/library/about-masseys-library/values-strategic-
direction-and-publications/
Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society.

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach.
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Keep ourselves and others safe; work together to embrace with the University’s health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.

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• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities
Customer Service and • Provide a consistently high level of customer service through all service

Engagement channels

• Demonstrate manaakitanga and ensure an inclusive and warm welcome

in all client interactions and deliver an excellent level of individualised
service that makes them feel valued, respected and well served by the

University

• Ensure all queries are handled promptly, delivered to a high

professional standard and enable positive outcomes for the customer,
referring to specialist services or other areas of the University as

required

• Assist with library engagement activities, including displays, orientation,

tours, events, and Library UX (User Experience) initiatives

• Identify library user problems or issues with library systems and

services, resolve and take appropriate actions, escalating as required

• Provide unsupervised core library services during weekends and

evenings (for staff who work those hours)

• Use specialist library systems to manage client enquiries and to assist

with access to information resources, including (but not limited to):
library helpdesk systems, discovery services and library services
platform, interlibrary loan and resource sharing systems, institutional
repository
Collection Access and • Advise clients on resource availability and access (in print and digital

Management formats) from within Massey’s Library collections and externally

• Fulfil requests for print resources through a variety of strategies, and

provide or assist clients with locating digital resources

• Manage high demand print items and queues to ensure equitable

access

• Circulate print resources, including timely and accurate shelving
• Ensure patron records are accurate
• Contribute to delivery, distribution and dispatch of mail, collection and

library resources

• Contribute to physical processing and preservation of print library

materials to ensure their accessibility and longevity

• Contribute to print collection related projects

Library Spaces • Assist with the creation and maintenance of engaging, well-presented

and user-friendly library environments

• Participate in the maintenance of a safe and healthy work environment

for self and others, and report hazards and issues as appropriate

• Carry out building evacuation procedures and act as Building Warden as

required

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• Undertake library opening and closing procedures as required to ensure

the security and safety of all Library users
Qualifications and Experience
Qualifications: An undergraduate degree, or working towards one, is desirable

Experience: • Experience working in a customer service role

• Working as part of a team to achieve necessary outcomes
• Experience working in a library, or a university is desirable

Capabilities Behaviour
Service Centric • Acts with the internal/external stakeholder or customer in mind, seeks

Essential to understand and deliver on customer perceptions and expectations

• Able to respond to common stakeholder queries and problems or

escalate if required

• Responds to unexpected stakeholder requests with a sense of urgency

and positive action

• Provides a level of customer service excellence that contributes to the

Library’s objectives
Communication • Conducts discussions in a respectful manner that are sincere and fully

Essential expressed

• Develops a clear, complete understanding of needs and problems

through careful listening, probing, reflecting, and summarising

• Communicates promptly using the appropriate style and method
• Able to present information clearly, concisely, and logically. Varies

content, style, and form to suit the subject
Working together • Works with key stakeholders internally and externally. Knows when to

Essential apply confidentiality.

• Adapts interaction style appropriate to different situations and

people

• Understands the factors of high performance, and creatives positive

partnerships and cohesive teams

• Works to understand alternative points to view to guide productive

working relationships
Capabilities Technical
Customer Service • Identifies key characteristics of effective customer services

Management

• Ensure identification of customer needs and priorities

Essential

• Able to advise on issue escalation process for unresolved issues
• Facilitates the resolution of customer queries, issues or concerns

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• Updates appropriate database with information required to provide

the best ongoing service
Accuracy and Attention • Identifies tasks or outputs that require accuracy and detail-level
to Detail attention

Essential • Processes large amounts of detailed information with good accuracy

• Productively balances speed and accuracy
• Evaluates and make contributions to best practices

Digital Skills • Able to use basic systems within Massey, such as Microsoft Office

Essential • Identifies and resolves common software and usage problems

• Ability to learn and use specialist library systems

Problem Solving • Describes problem reporting and escalation practices

Essential • Uses fact-finding techniques and diagnostic tools to identify problems

• Identifies and documents specific problems and resolution techniques
• Uses initiative to develop alternative techniques for assessing

accuracy and relevance of information

• Helps to analyse risks and benefits of alternative approaches and

obtain a decision on resolution

• Examines a specific problem and understands the perspective of each

involved stakeholder
Continuous • Implements new systems, procedures, and tools efficiently when
Transformation changes occur in the workplace
Essential • Works with agility, adjusting current working processes or adopting
new approaches in response to changes in the organisational

environment

• Seeks challenging opportunities or assignments to grow and develop

one’s own knowledge, skills and abilities

• Uses digital tools to innovate programme, processes, systems or

services

• Communicates and analyses assumptions about a particular issue with

colleagues to gain a new perspective for more effective solutions
Physical Mobility • Able to use a high degree of physical mobility and manual dexterity for
Essential standing, lifting, pushing and book handling
Scholarly • Awareness of basic research processes

Communication and

• Awareness of scholarly publication processes

Research

• Awareness of difference between scholarly and mainstream Desirable

publications
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Library Information • Awareness of basic information organisation and storage

Organisation and Access

• Awareness of cataloguing conventions (e.g. catalogue records,

Management
classification numbers etc)

Desirable

• Awareness of access choices for information, including subscribed vs

open resources
Information Literacy and • Awareness that active listening and questioning is a technique for
Reference Skills understanding user needs

Desirable • Basic awareness of discovery tools and accessing information

• Awareness of library services that facilitate access to information (e.g.

resource-sharing, consultations)
Pre-employment checks

Essential • Requirement to pass a Qualifications Validation Check.

• Requirement to pass a Criminal and Traffic Convictions (Security)

Check performed by the Ministry of Justice

• Working as part of a team to achieve necessary outcomes
• Experience working in a library, or a university is desirabl