Library Assistant

Part-Time role (Saturday and Sunday) 7.5 Hours/ Week

Main purpose of the job

The post holder is part of a customer-facing team providing professional, high quality library services and support for the library's resources, learning spaces and facilities.

Duties and responsibilities

* Respond to customer enquiries online, through the live chat service (LibChat) and the enquiries management system (LibAnswers), and in person at the library help point or roving in the library, providing helpful and timely support and following documented procedures;

* Provide assistance to library customers using services including membership, borrowing and accessing online library resources, referring more complex enquiries to senior site staff or other specialist colleagues as appropriate;

* Assist with processes to support borrowing from all library collections including the Click & Collect service and items requested from the Wickford Store, or obtained through inter-library loan;

* After training, provide first-line assistance with IT enquiries from library customers and refer unresolved and complex enquiries to our IT help and support service;

* Assist with maintenance and troubleshooting support for technology in the library including self-service equipment, multi-functional devices for printing, scanning and copying, and laptop loans, escalating any issues that cannot be resolved;

* Assist with management of the print collections, following documented processes for dealing with new, withdrawn, lost or overdue items;

* Assist with marketing and promotion of library resources and services including provision of orientation tours to new library members. Share customer feedback and suggestions for improvement with the line manager;

* Help to ensure that the library spaces are maintained to a high standard and that any issues are reported and acted on promptly;

* Provide library assistant cover at other library sites as and when required to support service resilience across the department;