Assistant Librarian - Customer Support

  • Job Reference: RGU04437
  • Date Posted: 13 October 2021
  • Recruiter: Robert Gordon University
  • Location: RGU Garthdee, Aberdeen
  • Salary: £31,406 to £34,304
  • Sector: Higher Education
  • Job Type: Permanent, Full-time

Job Description

Robert Gordon University is proud to be a leading, modern, university with a track record of established success in learning and teaching and a rating of Gold in the UK Government’s Teaching Excellence Framework.

The Library Service supports the university by delivering a customer focused service that ensures we provide high quality support and relevant resources for students, staff, and the community. The post of Assistant Librarian for Customer Support is essential in delivering this service. 

You will have day-to-day responsibility for front-facing Library services and facilities, managing staff and the environment and ensuring we are meeting the needs of our customers. You’ll lead a team of Customer Support Supervisors, Library Assistants and Receptionists, across daytime and out-of-hours, to provide excellent customer service and ensure that the library is welcoming and accessible to all.

You will be enthusiastic with a proactive approach and a desire to help students. You will have excellent communication, management, and interpersonal skills. You will also be able to work as part of a team and independently.

This is a permanent full-time post working 37 hours per week. Exact start and finish times to be arranged but will normally be between 0830-1730, however a certain amount of flexibility will be required to manage the out of hours team.

The post will be based on RGU's Garthdee campus in Aberdeen. There may be an element of home working initially, but it is anticipated that the post will revert to being fully campus-based in the future.

Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered.

Job Description

JOB TITLE Assistant Librarian Customer Support

RESPONSIBLE TO Information Services Librarian

RESPONSIBLE FOR Customer Support Supervisors, Library Assistants, Receptionists, Library Ambassadors

PURPOSE OF POST To manage the delivery of front-line services at RGU Library including out of hours, ILLs, circulation, enquiries, and 24/7. The postholder will ensure consistency of operation and high standards of customer service, focusing on the needs of the Library user and the delivery of an excellent and responsive student experience.


  • Proactively manage the operation of all Customer Support services including enquiries, interlibrary loans, circulation, out of hours and 24/7 
  • Ensure a student-centred approach to the day-to-day operation of front-line services, leading on the provision of high-quality customer service
  • Maintain oversight of daily activities and operations, planning appropriate staffing levels throughout the year, ensuring sufficient and relevant staffing provision at the welcome desk and service points throughout the Library, and that enquiry services function effectively
  • Direct line-management of the Customer Support team consisting of a range of full and part-time roles (including evening/weekend staff). Line management includes recruitment and selection, participation in the appraisal process, staff development, performance management, dealing with issues concerning discipline and grievance, and a commitment to continuous training and skills development of the team
  • Ensure a good working knowledge of modules relevant to Customer Support within the Library Management System to carry out circulation tasks and provide guidance, training, and troubleshooting
  • Take responsibility, in the first instance, for any student conduct issues within the Library, escalating as appropriate
  • Contribute to Library social media with primary responsibility for providing ad-hoc information, communicating changes, and responding to feedback
  • Manage memberships and use of the Library by external visitors including alumni, Sconul, community members, FE college students and school pupils along with members of the public using the walk-in service
  • To be the first point of contact with Estates, IT Services, and other internal departments on issues affecting front-line service delivery in the Library
  • Maintain an awareness of processes, support mechanisms and services available from other university departments to support student enquiries requiring further referral
  • Act as the first point of contact for students referred by the Disability and Inclusion service, providing support to use front-line services and forwarding enquiries to other Library teams as appropriate
  • Oversee the operation of the inter-library loans service and support the Information Services Librarian in service development to meet future needs
  • Support the Information Services Librarian to develop the enquiry services to ensure a consistent, knowledgeable, and inclusive experience for customers
  • To take the lead on short-term projects as relevant to front-line services and appropriate to the grade
  • Contribute to the planning and development of Library services to ensure consistent service delivery and continuous improvement
  • Collate data and report on analysis and evaluation of service provision and impact to the Library's senior team and contribute to evidence-based decision making for the Library's front-line services
  • Keep up to date with continuing professional and technical developments in customer services and front-line service engagement and use these to inform service development
  • Any other duties as appropriate to the grade

Person Specification



  • Educated to degree level, or equivalent, in librarianship, information science or a related discipline.

Knowledge and skills

  • Substantial knowledge and experience of working in a customer service environment.
  • Knowledge of current web and social media applications and their potential for enhancing Library services. 
  • Ability to set up processes and procedures and make improvements as appropriate.
  • Ability to communicate detailed and complex information effectively and professionally with a wide range of people.
  • Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality customer focussed service is delivered.
  • Evidence of ability to solve expansive problems using initiative and creativity, identifying and proposing solutions, and resolving problems with a range of potential outcomes.
  • Evidence of ability to plan the work of a team, reacting to changes in workload and priority.
  • Demonstrable understanding of, and commitment to, equality and diversity and it’s practical application
  • Demonstrable commitment to CPD with a willingness to participate in training activities, including IT.
  • Excellent interpersonal abilities and relationship building skills.
  • Ability to develop and gather data to analyse and present recommendations.
  • Excellent organisational skills with the ability to coordinate activities.


  • Substantial experience of working in an HE library or information service.
  • Substantial experience of line managing others and developing staff, including performance and welfare issues.
  • Demonstrable experience of using IT applications such as Microsoft Office, email, and the Internet, including knowledge of a Library Management System e.g. ALMA.


For more information and to Apply, please click on the Apply button.

Closing date: 31/10/2021