User Experience Assistant

As User Experience Assistant, you'll be responsible for the delivery of operational activity in support of the library's user experience services, delivering to the operational plan. You'll provide first line library support to users, working collaboratively to answer queries at service points, onsite and online, and offer guidance on navigating library services. You'll be responsible for maintaining a welcoming, safe and accessible environment, investigating and reporting any matters of concern, and contribute toward tidying and organising of library spaces. You'll work with colleagues to assist with induction activities, including providing introductory tours of the library.

This is a part time position, 21 hours per week. The working pattern for this role is Sunday: 9am - 5pm (7hrs) / Wednesday and Thursday: 1pm - 6pm (5hrs) / Friday: 9am - 1pm (4hrs). This role requires the post holder to be flexible within the working pattern to meet the business needs, including working evenings, weekends or extended hours.

Principal Accountabilities:

Working collaboratively, provide operational support for library spaces and user experience, delivering against operational plans and placing strong focus on continuous improvement to align with university priorities.

Deliver a general enquiry service, providing first line support and offering initial advice on finding and navigating resources and services, escalating as appropriate.

Maintain a welcoming, safe and accessible environment, observing, investigating and reporting matters of concern regarding security, safeguarding and health and safety.

Deliver circulation support across allocated sites, ensuring service points are fully staffed, throughout library opening times.

Build positive and effective relationships with colleagues across the Library, working collaboratively to resolve issues and complete tasks.

Capture data and feedback in respect of library spaces and user experience, in accordance with defined measures and benchmarks.

Work collaboratively across the Library to assist with induction activities, including introductory tours of the library spaces.

Regularly support the arrangement of stock and re-shelving of items and contribute towards tidying and organising library spaces.

Assist in the promotion of library resources, services and events and wear university-branded clothing provided at appropriate times and occasions in aid of this.

Have an awareness of the Library's provision of spaces for a variety of research and learning preferences.

Actively participate as a member of working groups across the Library and, where relevant, the wider University to develop and implement policies and procedures, contribute towards decision-making, resolve issues and implement assigned projects.

Actively promote and support inclusion through operational activities undertaken through the role.

Undertake continuous personal and professional development in support of the role.

Be flexible with working pattern and in working at different University sites and supporting other library teams, as required.

Ensure compliance with relevant University policies and procedures.

Person Specification:

Essential Criteria:

Qualifications: Level 3 qualifications or equivalent professional experience.

Experience: Experience of delivering user-focussed services with an emphasis on continuous quality improvement. Experience of delivering information, advice and guidance. Experience of building positive relationships and working productively in collaboration with a wide range of colleagues.

Skills, Knowledge & Abilities: Commitment to equality, diversity and inclusion with the ability to role model, adhere to and advocate the University's Equality, Diversity and Inclusion Policy. Confident and self-assured with the ability to actively listen, communicate confidently to resolve queries and respond to user feedback. Ability to plan, prioritise and organise work to achieve objectives on time. Confident in approaching new technologies and flexible approach to change.

Business Requirements: Ability to work across all University sites, as required. Ability to be flexible within the working pattern to meet the business needs, including working evenings, weekends or extended hours. Willingness to provide support at University events from time to time e.g., Graduation, Clearing and Open Days (some of these events occur outside of normal working hours, such as evenings and weekends).

Desirable Criteria:

Qualifications: Relevant customer service qualification. Relevant library and information qualification.

Experience: Experience of working within an academic library.

Benefits:

Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata). Local Government Pension Scheme. Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme. Access to a variety of staff discounts at high street retailers. Discounted onsite gym. Cycle to Work scheme. A flexible working environment. A commitment to personal and professional development.