LIBRARY ASSISTANT CUSTOMER SERVICES

TEAM (PART-TIME)
Job Ref: S-562575
Department: University Library

Location: University Campus

Salary: Depending on qualifications and experience

Range: 19,828 22,912 pa (pro rata)

Tenure: Permanent

Grade: 4

Hours of work: Part-time - Wednesday: 1.30pm 5.00pm; Thursday and Friday 9.00am-5.00pm
Closing Date: 20 January 2016
Interview Date: To be confirmed
____________________________________________________
Informal enquiries to Mark Ramsden 0151 794 43926, email: mramsden@liv.ac.uk

Application Procedure
Applications should comprise a completed Application Form for Support Staff and an Equal Opportunities
Employment Form.
If you have any particular requirements should you be invited to interview, please make this clear in your
application.

Submitting Applications
Applications may be submitted by e-mail to jobs@liv.ac.uk or by post or in person to: Human Resources
(Recruitment), The University of Liverpool, Hart Building, Mount Pleasant, Liverpool L3 5TQ
100 Application Limit- APPLY EARLY. Please note that due to the large volume of applications for
support posts it is necessary to apply an application limit. If 100 applications are received in
advance of the closing date this post will automatically close.
ROYAL MAIL Postal Pricing System. Please ensure that postal applications carry the correct postage according to the weight and
measurement of the item, as items with insufficient postage will be held and delayed by the Royal Mail. Details of their pricing system are
available online at www.royalmail.com or from a Post Office branch.

Acknowledgement of Applications
Please note that we are unable to acknowledge postal applications. If you would like an acknowledgement
please enclose a stamped addressed card or envelope, and place it at the front of your application. If you e-mail
your application you will receive an automated acknowledgement.

Shortlisting and Interviews

Shortlisting and interview arrangements are the responsibility of the recruiting Department. Please contact Carol
Kay on 0151 794 2687 if you have a query after the closing date.

Outcome of Applications
Vacancies at the University often attract a large number of candidates and it is not always possible to respond
individually to every application. If you have not heard from the recruiting department by end February 2016
please take it that your application has not been successful.
Job Ref: S-562575
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Asylum & Immigration

The University will comply with the Immigration, Asylum and Nationality Act 2006, which requires all employees to provide
documentary evidence of their legal right to work in this country prior to commencing employment. Candidates will be
required to bring their passport (and visa if applicable) to interview so that it can be copied and verified by a member of the
Selection Panel.
For support staff vacancies, it is not likely that the University would be able to make a successful application for a
Certificate of Sponsorship. For this type of post, it is unlikely that we would be able to appoint an individual who is not
currently eligible to work in the UK.
Further information about Certificate of Sponsorship and eligibility to work in the UK, can be found at:
www.ukba.homeoffice.gov.uk/employers/points
National Insurance Number
All employed individuals must possess a UK National Insurance Number. Further information and how to apply for a unique
National Insurance Number can be found at: https://www.gov.uk/apply-national-insurance-number
Diversity and Equality
The University of Liverpool is committed to diversity and equality of opportunity. All employees and applicants for jobs
will be considered on their abilities and will not be discriminated against on the grounds of age, caring responsibilities,
colour, disability, employment status, gender, gender identity, marital status, nationality, race or ethnic origin, religion or
belief, sexual orientation, socio-economic status or any other irrelevant distinction. Training is available to support career
progression within the University.
Two Ticks Disability: Guaranteed Interview Scheme (GIS)
The University of Liverpool is committed to the employment of disabled people, and as part of our commitment, we
guarantee to interview all disabled applicants who meet the essential criteria for a post and consider them on their
abilities. If your disability prevents you completing the application form by the specified closing date, or when the
vacancy closes early, due to a high volume of applications, please call the Recruitment Team as soon as possible to
discuss alternative arrangements.
To apply for a post under the disability GIS, you must disclose your disability (as defined by the Disability Discrimination
Act, 2005), and mark X in the yes box on the Equal Opportunities Employment Form. This form must be returned with
your application form. http://www.liv.ac.uk/working/jobvacancies/guaranteedinterviewscheme/
Volition Programme
The University of Liverpool supports the Liverpool Anglican Cathedral Volition Programme. Applicants who have
successfully completed the programme and meet the essential criteria for the post will be offered a guaranteed
interview. Please note that individuals will be confirmed through the Volition Programme directly.
To apply for a post under Volition, please mark X in the yes box on the Equal Opportunities Employment Form. This
form must be returned with your application form.
Accessibility
If you require copies of documentation in alternative formats, for example, large print or Braille, please contact
jobs@liv.ac.uk or telephone 0151 794 6771.
If you have any other requirements which will help you access the application or interview process or employment
opportunities at the University of Liverpool, please let us know by contacting jobs@liv.ac.uk or telephone 0151 794
6771.
Pension
The Occupational Pension Scheme associated with this appointment is the University of Liverpool Pension Fund (ULPF).
You are encouraged to familiarise yourself with the full particulars of the scheme which can be found here.
Role Description and Employee Specification
The attached Role Description outlines the duties and responsibilities of the position, and highlights the skills and
attributes which the post-holder would need to develop whilst in post.

Job Ref: S-562575

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The Employee/Person Specification outlines the criteria to be used in the selection process. Applicants are advised to
concentrate in their applications on demonstrating how they meet the selection criteria.
DL/30 November 2015

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UNIVERSITY LIBRARY
LIBRARY ASSISTANT CUSTOMER SERVICES TEAM (PART-TIME)
GRADE 4
POST
We are seeking a Library Assistant to work as part of the Customer Services Team, providing high quality,
customer-focused services to library users at the Help Desk and Reception and providing assistance to the
Roving Support Team as required. You will contribute to the development of student centred services as a
member of Customer Services Section.
You should have 3 GCSEs at Grade C or above (or equivalent) including English Language and relevant
work experience dealing with the public in a busy service environment. The position entails training for, and
working with, the Librarys management system, Innovative Sierra, and you should have a good working
knowledge of Microsoft office applications. Tasks such as lifting and carrying books, pushing and pulling fully
loaded trolleys and bending and stretching to re-shelve material are also requirements.
You will be a well-motivated individual, comfortable working in a busy public environment and able to respond
helpfully to all library users in person and by telephone.
PRIME OBJECTIVE
You will contribute as part of a team, to the development and delivery of Reception, Help Desk and Roving
services.
DUTIES

To staff the Reception Desk, providing a welcoming and helpful first point of contact to users of the
Library on entering the building; dealing with membership and registration enquiries; providing basic
library information for users entering the building

To operate the Sentry card access control system ensuring accuracy of information in liaison with the
Universitys Student Administration Services

To deal sensitively with students excluded from the Library as debtors, refer individuals to and liaise with
the University Finance Office as appropriate

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To work, as required, on the Help Desk, acting as a first point of contact for all queries relating to the
operation of the Library, face to face and via telephone and email, referring enquiries to other staff as
necessary, applying the Librarys rules and regulations in a reasonable manner

To take money for fines and sales (card and cash payments) and to assist with the laptop loan service

To perform other clerical duties as required, including administering and developing the Librarys
reservation and recall, missing item, or invoice procedures

To contribute to the Roving Support service, including the provision of assistance to users accessing eresources; the referral of more detailed enquiries; providing assistance with the operation of MFD units;
providing a basic IT support relating to the Managed Windows Service, VITAL, Spider and other
University systems; providing help with networked MS Office applications and with file management

To patrol the public areas of the Library, control noise and disturbance as necessary, ensure appropriate
use of facilities; report hardware faults, faulty or damaged furniture, fittings and equipment; ensure a
clean and tidy environment; liaise regularly with library staff, Computing Services Department staff,
Building Managers, etc, as required; provide support to users with the operations of the Librarys selfservice functions

To lead introductory Library tours for new students

To participate in schools liaison activities in conjunction with the Customer Services Manager

To participate in Library and Customer Services team meetings and activities, including contributing to
cross-Library project teams, as required

To participate in staff training as necessary, keeping up to date with changes and developments

To perform other duties as may reasonably be required; to work at other library sites as required

Please note:

You will be expected to agree to your professional details being made available on the Librarys website,
to wear a name badge indicating your role as a member of the Library staff and to adhere to the
Communication Standards for Library Staff

New appointments to the Library will be made at the lower end of the pay scale, depending on
qualifications and experience

Attached is a copy of the Employee Specification by which candidates will be short listed for interview

The neatness and accuracy of the completed application form, together with any additional supporting
statement will be taken into account when shortlisting candidates

MANUAL HANDLING
The post involves bending, stretching and the manual handling of loads up to 15kg. A system to control the
risks is in place. Appointment will be subject to Occupational Health screening
THE UNIVERSITY
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The University of Liverpool was incorporated as University College in 1881 and reconstituted as the
independent University of Liverpool in 1903. It has approximately 18,000 students including 1,800 graduate
students. There are three Faculties and about 2000 academic staff. Most departments are located on the 85acre University precinct, which lies on the edge of Liverpool City centre and stretches across to include the
Royal Liverpool University Hospital. At the core of the University's mission statement is the aim to be
recognised as a world-ranked centre of excellence in higher education in pure and applied research and an
efficient and effective Library service is essential to the fulfilment of the mission; the Library intends to remain
central to the provision of information services to the University and the local community.
THE LIBRARY
The University of Liverpool is one of the major civic universities and its Library is over 100 years old. Today
there are two main libraries, at opposite ends of the University Precinct. The book stock is in the region of 2
million volumes and there is also a large collection of e-books and journals. The Library was awarded the
Customer Service Excellence standard in 2014.
SYDNEY JONES LIBRARY
The original building was opened in 1976, housing the main collections of arts and social sciences material
and the Special Collections and Archives department. A major extension and refurbishment programme was
completed in 2008. The Abercromby Wing opened in summer 2007 and refurbishment of the original library,
now renamed the Grove Wing was then carried out. This involved general refurbishment of the study and PC
areas and the re-location of the Special Collections and Archives department from the basement to the
ground floor. Material from the Archaeology, Civic Design, Law and Music departmental libraries were also
moved into to the SJL over the course of 2008-2009 The basement of the Abercromby Wing provides
expansion space for the book and journal collections in an open access store.
HAROLD COHEN LIBRARY
This building was opened in 1938 as the main University Library. It now contains the main collections in
science, medicine, engineering, veterinary science and dentistry. It can accommodate about 400 readers and
has eight discrete PC Teaching Centres with over 250 networked PCs. Off-campus there is a library at the
Veterinary Teaching Hospital on the Wirral. A major refurbishment project was carried out in summer 2014
OPENING HOURS
During semesters, the two main libraries are open 24 hours a day. Hours vary during vacations.
STAFFING
The Library has a staff of about 140. In addition to the Librarian, there are about 40 professionally qualified
librarians. The Library is organised into four main sections: Academic Liaison and Special Collections &
Archives; Collections, Content & Discovery; Customer Services, and Planning & Resources. The heads of
section together with the Librarian form the Strategic Leadership Team, which meets regularly.
The Library is committed to staff development. In-house training, including an induction programme for all
new members of staff, is well developed and newly-qualified staff can be supported through a CILIP
chartership programme.
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CUSTOMER SERVICES
Customer Services is responsible for the Librarys main service points including the reception and help
desks; stock circulation control and shelving; collection management; general printed and electronic
guidance; directional signage and notices; on-line enquiry monitoring, and the provision of a wide range of
assistance to users. The section is committed to delivering excellent customer service.
Building management, the physical environment, disability support, schools liaison and document supply are
also the responsibility of Customer Services
Customer Services has a key role to play, in conjunction with the other sections of the Library, in the
development, delivery and monitoring of new and existing services to anticipate and satisfy the needs of our
users.
The section consists of around 82 staff of which 13 are professional grade staff (10fte) 31 Library Assistants
(19fte); 10 Principal Library Assistants (6fte), 24 shelvers (12.5fte) and 6 Night Wardens.

EXTERNAL RELATIONS
The Library is a member of Liverpool Libraries Together which brings together the major libraries in the City;
the other members being Liverpool John Moores University, Liverpool City Libraries, Liverpool Hope
University, Liverpool Institute of Performing Arts, and the City of Liverpool College. There is close contact
between staff of all the libraries and the Directors meet on a quarterly basis.
As well as being a member of Research Libraries UK, the Library is also a founding member of NoWAL, a
consortium of 15 higher education libraries in the North West.
On-line presence:
http://www.liv.ac.uk/library/
@livunilibrary

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EMPLOYEE SPECIFICATION Shortlisting Criteria

Post Title: Library Assistant (Part-Time) Customer Services Team

Salary: 19,828- 22,912 pa (pro rata)

Department: University Library

Job Ref: S-562575

Attributes

No.
1.1

Essential Criteria

Desirable Criteria

(Identified from Application form/CV/Supporting

Statement/Interview/References)

(Identified from Application form/CV/Supporting

Statement/Interview/References)

Academic Library (or similar) clerical work experience

1.2
1.3

Relevant experience of team working in a busy customer service

environment
Experience of a variety of business or information IT systems
Customer service experience

EDUCATION
QUALIFICATIONS
TRAINING

2.1
2.2

3 GCSEs at Grade C or above (or equivalent) including English

Language

ECDL Qualification
Customer service training

3.

SKILLS, GENERAL
AND SPECIAL
KNOWLEDGE

3.1
3.2
3.3

Good awareness of Academic environment and priorities

Excellent interpersonal and communication skills
High standard of written and verbal communication skills

Experience using a Library Management System

Familiarity with using and supporting information systems

PERSONAL
ATTRIBUTES AND
CIRCUMSTANCES

4.1
4.2

Positive approach, helpful, enthusiastic and self-motivated

Able to work under pressure and apply Library rules firmly and in a
positive manner
Able to communicate effectively and knowledgeably, with
colleagues, customers and external organisations
Adaptable, with a flexible approach to work
Able to work well in a team and unsupervised
Able to bend, lift, carry and stretch, carry, push and pull fairly
heavy loads, use a keyboard, monitor, scanner, work with PCs,
answer telephones

Flexibility with hours of work

4.

1.

2.

EXPERIENCE

4.3
4.4
4.5
4.6

Job Ref: S-562575

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