Job Description

Job Title: Library User Service Coordinator Medicine

Department/Division/Faculty: Library Services
Campus location: Designate Campus Library, but may be required to work at other
campuses, as appropriate
Job Family/Level: Professional Services level 3a (Salary scale)
Responsible to: Library Manager and Liaison Librarian (Medicine)
Line Management responsibility Library Assistants and Evening and Weekend Library Assistants
for:
Key Working Relationships Members of the campus library team, members of the wider
medicine team, the evening and weekend library assistants at the
(internal):
designated campus, User Services Team at Central Library, other
library teams
Key Working Relationships Members of the NHS, ICT, Registry, HR
(external):
Contract type: Full-time permanent

Purpose of the Post

You will assists with the provision of high quality, efficient and effective library services to meet the learning,
teaching and research needs of the Faculty of Medicine and to meet the needs of other users of the library
service. You will primarily be responsible for the issue desk and first line user support. They will supervise
and line manage a small team of Library Assistants. A high standard of customer care is required. In
addition the post holder will perform general library duties.

You will also play an active role in enhancing cross-campus collaboration as part of the User Services
Group.

Your usual hours will be 9-5 or 10-6 Monday – Friday but you may need to work outside these to fulfil duties.
It is an on-campus roles meaning work hours would usually be spent on site.

Key Responsibilities

Issue Desk

• To oversee the day-to-day running of an issue desk, supervising staff including preparation of issue
desk rotas, supervision of loan services and registration procedures. Liaising with colleagues and
departments on other campuses as appropriate

• To assist with ensuring that general library enquiries are answered, and documented where
appropriate, and that more complex or subject specific enquiries are escalated or referred to other
staff members as appropriate

• To assist with ensuring that procedures for issue/help desk services are carried out to agreed
standards, and that a high level of customer care is maintained

• To ensure that codes of practice and staff manuals used in the day-to-day running of issue/help desk
services are up-to-date, keeping staff informed of procedural changes and issues related to the issue
desk, providing training where necessary
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• To be responsible for overdue and missing items, involving maintenance of records, liaising with
departments, bibliographic checking, issuing of letters and bills, and receipt of money for payment of
bills

• To be responsible for the operation of access control, including dealing with access problems to the
appropriate level and regular backup of the access control system

• To be responsible for the timely running and processing of reports via the library management
system

• To be responsible for maintaining and providing appropriate usage statistics

• To participate in staffing the issue desk

• To assist with the provision of support, when required, for information skills training, including
conducting library tours and instructing users in the use of library services and resources

General Duties

The post holder will be required to undertake a range of general duties including some or all of the
following:

• To provide cover for senior library staff and other colleagues in their absence

• To line manage a team of Library Assistants and Evening and Weekend Library Assistants, including
professional development, performance management and allocation and prioritisation of their work.

• To supervise the provision of effective frontline library services, creating and managing a rota to
cover service points and coordinating activities across the team to ensure tasks are completed and a
good service is maintained.

• To provide cover for library information/service points at any campus as necessary

• To oversee the document delivery service

• To assist with administration of Leganto Reading Lists for relevant medicine programmes

• To assist with stock selection and stock maintenance, including bibliographic checking, book
processing, and the relegation and disposal of unwanted material, in consultation with other staff and
according to agreed disposal policy

• To deal with general library enquiries received in person, via email or online enquire management
system, ensuring library users receive a swift and satisfactory response

• To regularly shelve and tidy collections

• To help maintain the upkeep and good order of the library environment

• To maintain library equipment, including ensuring that public workstations and printer/copiers are
clean and tidy and reporting any defects

• To maintain oversight of reported estates defects and ICT incidents, liaising with Estates and ICT
and escalating to the Library Manager and Liaison Librarian if required
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• To undertake photocopying, scanning and general clerical tasks

• To play an active role in the User Services Group, representing the local campus and working with
colleagues to ensure smooth and consistent frontline services across the campuses

• To participate in team and cross-library projects and groups

• To liaise closely with other staff to share knowledge and best practice in the development of
collections and services

• To pursue an active programme of self-development and continued updating of skills and

understanding of new technologies

Person Specification

Requirements Essential (E)/

Candidates/post holders will be expected to demonstrate the following Desirable (D)
• Education
Educated to ‘A’ level, or equivalent qualifications or experience E
Experience
Experience in a library environment, some of which should ideally have been gained in E
the higher education or healthcare sector
Experience of providing excellent frontline customer service including enquiry handling E
and first line support for service users
Familiarity with automated library systems such as Library Management Systems, self E
issue machines, room booking systems
Experience of using a range of printed and electronic information sources, including D
databases, ejournals and ebook platforms and supporting end users to access and use
them
Experience of supervising and/or managing staff D
Experience of supporting and training staff members and library users in person and D
online
Experience of working as part of a project team D
Experience of using Social Media tools in the workplace for targeted promotional D
campaigns
Skills & Abilities
Excellent oral and written communication, both face to face and via online platforms to E
communicate effectively internally and externally to a variety of colleagues and library
users
Good interpersonal skills including an ability to relate to and support different users with E
varying needs empathically and inclusively
Good organisational skills and an ability to prioritise workloads for you and your team E
and meet deadlines with a minimum of supervision
Good IT skills, including Microsoft Outlook, Word, Excel and Library Management E
Systems (LMS)
Active team member, flexible, co-operative, and dedicated to helping your team deliver a E
great service together
Ability to use initiative to solve day-to-day problems for yourself and end users and react E
creatively and positively when faced with new situations or opportunities for change
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Care and attention to detail and methodical approach to work E
Strong commitment to delivering services which are responsive to user needs E
Ability to train staff and provide guidance and support in person and via written D
instructions and procedures
Please note that job descriptions cannot be exhaustive, and the post-holder may be required
to undertake other duties, which are broadly in line with the above key responsibilities.

Imperial College is committed to equality of opportunity and to eliminating discrimination. All

employees are expected to follow the Imperial Values & Behaviours framework. Our values
are:
• Respect
• Collaboration
• Excellence
• Integrity
• Innovation

Employees are also required to comply with all College policies and regulations paying
special attention to: Confidentiality, Conflict of Interest, Data Protection, Equal Opportunities,
Financial Regulations, Health and Safety, Information Technology, Smoking, Private
Engagements and Register of Interests. They must also undertake specific training and
assume responsibility for safety relevant to specific roles, as set out on the College Website
Health and Safety Structure and Responsibilities page.

We are committed to equality of opportunity, to eliminating discrimination and to creating an

inclusive working environment for all. We therefore encourage candidates to apply irrespective
of age, disability, marriage or civil partnership status, pregnancy or maternity, race, religion
and belief, gender reassignment, sex, or sexual orientation. We are an Athena SWAN Silver
Award winner, a Disability Confident Leader and a Stonewall Diversity Champion.