CANDIDATE BRIEF

Overview of the Role

You will be working as part of a team providing high-quality front-line support to the University’s staff and students, and to external customers across our libraries as required. Main duties include ensuring our Libraries are welcoming spaces for visitors as well as answering enquiries and assisting our customers in getting the most out of our spaces and services.  

You will be allocated to a particular Library as your base site. You will from time to time be required to work across other campus library sites to provide cover for Service points in line with operational needs.   

Main Duties and Responsibilities

• Staffing Library service points (reception, enquiry desks, online enquiry points), dealing with customers and general enquiries, signposting to other University buildings/services as appropriate;  
• Supporting customers to access Library services and respond to any issues/enquiries they may have, escalating to a Customer -Services Co-ordinator or Manager as required; 
• Undertaking administrative tasks using our library management system such as processing memberships, over dues, and reservations;  
• Maintaining a visible, helpful presence around the library and ensuring customer compliance with agreed standards of behaviour;  
• Processing and shelving stock and helping to set up meeting rooms (which may involve moving furniture and equipment) when necessary. This will require manual handling and some working at height; 
• Monitoring the fabric of the building, reporting faults, and troubleshooting equipment; 
• Opening, securing and locking library buildings, following established procedures; 
• Working with colleagues to improve and develop our services, including supporting with the delivery of cross-service operational activities/tasks; 
• Supporting with the induction of new staff. 

These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

Qualifications and Skills

• Experience of working in a customer facing role
• Ability to engage positively and proactively with customers including dealing with difficult situations
• The ability to effectively deal with enquiries from a range of customers across a variety of mediums (i.e., email/face-to-face/over the phone)
• The ability to use email, operate information and management systems and use web applications
• The ability to understand and interpret written policies, procedures and instructions
• Excellent interpersonal communication skills with the ability to make a positive contribution to the team and work collaboratively with others
• A flexible approach, with an ability to work under pressure in a busy environment, using own initiative to solve problems within given boundaries and procedures
• Attention to detail, understanding the need for accuracy and able to spot errors and anomalies, and take the appropriate action
• Commitment to continuous improvement, learning and personal development

• An ability to arrange stock according to a classification scheme

Additional Information

Working Time

Saturday and Sunday all year round: 9am until 5pm x2 or 4.30pm until 12.30am x1

Working at Leeds 

We are a campus based community and regular interaction with campus is an expectation of all roles in line with academic and service needs and the requirements of the role.  We are also open to discussing flexible working arrangements. To find out more about the benefits of working at the University and what it is like to live and work in the Leeds area visit our Working at Leeds information page. 

Our University  

At the University of Leeds, we are committed to providing a culture of inclusion, respect and equity of opportunity that attracts, supports, and retains the best students and staff from all backgrounds. Whatever role we recruit for we are always striving to increase the diversity of our community, which each individual helps enrich and cultivate. 

We particularly encourage applications from, but not limited to Black, Asian, those who belong to a minority ethnic community; people who identify as LGBT+; and disabled people.  Candidates will always be selected based on merit and ability. 

Information for disabled candidates

Information for disabled candidates, impairments or health conditions, including requesting alternative formats, can be found on our Accessibility information page or by getting in touch with us at hr@leeds.ac.uk

Criminal Records

A criminal record check is not required for this position. However, all applicants will be required to declare if they have any ‘unspent’ criminal offences, including those pending.

Any offer of appointment will be in accordance with our Criminal Records policy. You can find out more about required checks and declarations in our Criminal Records information page.

Visa Eligibility

This role is not eligible for Skilled Worker visa sponsorship. Information on other visa options is available at: https://www.gov.uk/browse/visas-immigration/work-visas