Library Assistant – Customer Services

Student and Academic Services (SAS)

Newcastle University, Newcastle upon Tyne, UK


  • Posted on: 03rd Aug 2021
  • Salary: £19,133 with progression to £21,236 per annum, pro rata
  • REF: 8542
  • Closes: 01st January 1970
  • Contract Type: Permanent
  • Hours: Part Time

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Salary: £19,133 with progression to £21,236 perannum, pro rata

Closing Date:17 August 2021

The Role

As a member of the Library’s Customer Services team you will assist in providing high quality information enquiry and circulation services to support University teaching and research. You will do thisby providing help and advice on a range of library enquiries, registering library users, and issuing smartcards to staff, students and other users of the University Library service.

You will possess a minimum of 5 GCSEs at grade C or above or equivalent and have an awareness of the use of IT in library services. Possession of a City and Guilds Library Assistant’s Certificate and/or an NVQ Level 2 or equivalent qualification would be desirable.

Further information is available at:

This is a part time role for 18.5 hours per week. Weekend and evening work, including bank holidays and University closure days, will be required.

Informal enquiries to Anne Middleton,, 0191 208 5180

Key Accountabilities

  • Dealing with enquiries at the service and reception desks, as the first library public service point of contact. This includes dealing with visitors to the Library and answering enquiries from the general public
  • Undertaking enquiry work at library service points as well as answering e-mail, telephone and online user enquiries. Enquiries will include detailed subject enquiries, and individual instruction of library users, requiring an extensive knowledge of print, internet and other electronic information
  • Issuing smartcards to all members of the University requiring them for security or access, using the University smartcard system. This involves ensuring eligibility, dealing with lost/stolen cards and resolving queries with the help of Customer Services supervisors
  • Registering library members to enable them to borrow library material. This involves using the library management system, entering data and resolving queries where possible
  • Providing help and advice on circulation matters to library members, in person and by phone, to support University teaching and research. This ranges from dealing with queries regarding reservations and loan enquiries to photocopying and catalogue enquiries
  • Issuing and returning library materials using the library management system, to support University teaching and research
  • Handling payment of library fines, membership fees, photocopying credits, invoices for lost books and other library charges. Sending collected cash to the Library Accounts Section
  • Assisting in the administration and development of one or more of the following areas: Student Texts Collection; Inter-Library Loans; registration; enquiry services; notices and overdues; holds service; reading lists including ordering and digitization of course materials; CLA scanning; library promotional activities
  • Assisting in training new staff in library procedures, use of the library management system and smartcard database
  • Assisting in the opening and closing of the Library building and undertaking emergency evacuations
  • Shelving, tidying, filing, processing and moving of library materials and monitoring equipment to ensure it is readily available for library users
  • Ensuring the good order of the Library, by monitoring and carrying out Incidental cleaning, troubleshooting basic problems with library equipment, and, where applicable, reporting faults
  • Assisting in library induction and outreach activities, including group and individual library tours to explain the services and facilities available to staff, students and visitors
  • Other duties as assigned by the University Library Senior Library Assistants, consistent with the agreed range of duties for Library Assistants
  • Will be required to work at any of the Library’s sites. Weekend and evening work, including bank holidays and University closure days, will also be required

The Person (Essential)

Knowledge, Skills and Experience

  • Good awareness of the range of library services and subject resources both printed and electronic that are available
  • Awareness of the use of IT in library services
  • Ability to work independently using one’s own initiative whilst working effectively as a team member
  • Good IT skills using Microsoft Office packages; highly developed web searching skills and information searching/retrieval skills
  • Understanding of, and commitment to, excellent customer service
  • Good interpersonal, organisational and communication skills
  • Good customer care skills
  • A minimum of one year’s experience of working in a Library or equivalent busy face-to-face customer service environment, e.g. retail, financial services
  • Mobility and physical fitness consistent with the need to handle large numbers of books and to move equipment
  • Ability to work accurately and under pressure

Attributes and Behaviour


  • Chooses communication tools appropriately e.g. selective
  • Use of emails and other channels of communication
  • Uses face to face communication regularly


  • Shares relevant and useful information with others
  • Supportive of team decisions
  • Respects the value that different views bring to the team

Understanding Others

  • Adapts own response to take into account cultural differences, behaviours and perspectives
  • Uses open-ended questions to open up discussions

Delivering Services

  • Co-operates with others in achieving targets
  • Takes responsibility for achieving own targets
  • Has a positive attitude for doing things better


  • Minimum of 5 GCSEs at grade C or above, or equivalent

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.

Requisition ID: 8542

Employer Achievements:

company award