Weekend Information Assistant

Saturday and Sunday – 7:00am – 15:00pm

Start: 14th Mar 2022

End: 9th Sept 2022

Main purpose of the role

Information Assistants provide first-line support for enquiries, learning spaces and technology within the Student Centre. Working as part of a team, you will work at service points and throughout the Student Centre, depending on service requirements on a shift basis. You will offer excellent customer help and support at the point of need and facilitate the learning environment whilst roving within the spaces managed by the library team.

Duties And Responsibilities

Customer Service and Enquiries

• Deal with customer enquiries either while working at service points or roving within the space, ensuring customer satisfaction with services provided at the point of need.
• Possess a knowledge of the most frequently asked questions relating to Library Services, the Information Services Division and the Student Support and Wellbeing Service with an ability to either answer enquiries immediately or forward them on as appropriate.
• Understand customer needs, communicating effectively – in person, by telephone, post, email and social media – regarding services provided within the Student Centre.
• Deal professionally and in an approachable manner with Student Centre customers, providing information directly, or where necessary referring queries to the appropriate staff.
• Promote new initiatives provided within the Student Centre to customers.
• Share user feedback and suggestions for improvement with relevant teams and managers to ensure continuous service improvement.

Technology Support

• Assist with the maintenance, trouble-shooting and problem solving of technology, such as but not exclusively, laptop loans, smart lockers, Wi-Fi and Desktop PCs .
• Escalate issues which cannot be resolved to the Service Desk.
• Managing the learning environment.
• Identify customers in need of assistance and offer help at the point of contact.
• Patrol the Student Centre to ensure that users are adhering to regulations governing the use of the building.
• Ensure that learning spaces are maintained to a high standard, are clean and any issues with the fabric of the building or furnishings are dealt with efficiently, without undue disturbance caused to users.
• Undertake weekly, monthly and quarterly Health and Safety inspections.

PERSON SPECIFICATION

• Experience of working in a customer service environment.
• Experience of working in a library/information environment.
• Excellent communication skills, both verbal and written, with an ability to convey information intelligibly to customers, including many from outside and those whose first language is not English. Able to give basic factual information about services in a timely and accurate manner.
• Excellent interpersonal skills.
• Excellent IT skills including a good working knowledge of Microsoft Office applications.
• Ability to use initiative and resolve problems independently.
• Ability and willingness to acquire new skills as required for service delivery in a changing environment.
• Ability to work as part of a team: able to work towards common goals and to take on, share and relinquish tasks as appropriate and necessary.
• Contributing to keeping the workplace running smoothly and efficiently.
• Being a collaborative member of the team.