JOB DESCRIPTION 1. JOB TITLE: Graduate Trainee 2. HR REFERENCE NUMBER HR14168 3. ROLE CODE: GTLR 4. DEPARTMENT: Learning and Information Services provides library, information and media services and therefore plays a key role in the learning, teaching, research and administrative functions of the University. The department promotes a strong customer service ethos and staff are required to keep up-to-date with the latest technologies in order to support high quality traditional and electronic services for our users. Our helpdesks provide a single point of contact for walk-up, telephone and email service requests and incidents. 5. ORGANISATION CHART: Reports to the timetabled supervisor 6. JOB PURPOSE: To provide high quality, customer focussed frontline IT and library support to all Learning and Information Service users. The Graduate trainee post is intended for recent graduates who wish to follow a post-graduate course in librarianship and information science and wish first to gain some experience in a library, ideally on a recognised training programme. The post provides experience and training in major areas of learning and Information services, including user support. 7. BACKGROUND INFORMATION: The post adheres to the training guidelines set by the Society of College, National and University Libraries and the Chartered Institute of Library and Information Professionals (CILIP) 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively The role holder frequently receives, understands and conveys information relating to library and information services from colleagues, service users and external library users. The role holder should be approachable with good communication skills and a good telephone manner. At the Helpdesk the role holder regularly responds to student or staff queries about library or IT services, demonstrating the use of systems (e.g. RFID Issue and return of materials) and explaining LIS policies. 8.2 Leadership and Working Collaboratively The role holder is required to participate in and deliver their contribution to the following teams:
The Learning and Information Services team as a whole - to contribute as a team member to the achievement of the Department s objectives. The Helpdesk team - to work regular sessions answering front line queries with colleagues, under the direction of the Helpdesk supervisor. The Acquisitions team - to work under the direction of the Acquisitions Manager to ensure high standards are maintained in this area. 8.3 Liaison and Networking The role holder is required to carry out standard day-to-day liaison using existing procedures in order to pass information on and to ensure work is completed effectively. 8.4 Delivering a High Quality Standard of Service The role holder is expected to be involved in the following front line services either via walk-up, email or telephone: Initial diagnosis and resolution of basic front-line enquiries such as how to use the library catalogue changing passwords and basic MS office queries. Referring more in depth Library and IT enquiries on in accordance with Helpdesk procedure. Facilitating the issuing and returning of library items via RFID self service machines, issuing and returning a range of audio visual equipment and other items; dealing with till transactions; initial enquiries regarding reservation requests, recalled books, inter-library loans, registration of readers, overdue fines, answering reception, directional and routine operational enquiries relating to the use of Learning and Information Services, systems and equipment. Shelving returned books, journals and other resources; maintaining the good order of all collections. 8.5 Effective Decision Making The role holder makes decisions about all frontline issues whether they can resolve them, whether they can talk the user through resolving them, or whether they can help to a degree but need to refer higher. They advise about troubleshooting equipment, basic search techniques, and routine service delivery. 8.6 Planning and Organising Self and Others The role holder works to existing processes, but may alter the order of these in consultation with the supervisor dependent upon changes in demand 8.7 Innovation and Improvement (Effective Problem Solving) The role holder is expected to engage in first line diagnostics in terms of identifying problems/enquiries and resolving them. They will engage in basic reference ing in establishing the root cause of problems and will use their initiative in identifying solutions. These problems/enquiries happen regularly (every day) e.g. changing passwords. The role holder will attempt to resolve them but then refer them via the Helpdesk software to more specialist teams.
8.8 Analysis and Research As part of the placement the role holder will carry out a special project which may involve working to established research methods. Depending on the nature of the project it may involve ing, literature searching, information retrieval or data analysis. The role holder will be expected to present their findings in an appropriate manner. 8.9 Sensory and Physical Demands The role holder will use standard office equipment MFD, PC and some AV equipment.. They will be required to roam the library floor for periods of up to 2 hours, offering help and assistance as required. Trolleying and shelving of books will be required. The role holder is expected to participate in moving stacks of withdrawn newspapers and books, etc outside the building for recycling 8.10 Work Environment The role holder is required to work in an environment which is relatively stable and has little impact on the role holder in which work is completed. The role holder needs to adhere to lifting and handling procedure when dealing with large and heavy boxes in Acquisitions. The role holder works with supervisors to maintain a safe and secure environment. 8.11 Pastoral Care and Welfare The role holder is occasionally required to show sensitivity to those who may need help or in extreme cases are showing signs of obvious distress; initiate appropriate action by involving relevant people. While working on the Helpdesk the role holder routinely deals with customer enquiries and complaints, referring issues to the relevant member of staff or department if necessary. 8.12 Team Development The role holder is occasionally required to advise or guide new starters working in a similar role on standard information or procedures. The role holder may be asked to act as a mentor for new members of the team. 8.13 Teaching and Learning Support The role holder is required to contribute to LIS student inductions adopting standard documentation and procedures. Offers guidance and advice to LIS users on the range of services available. 8.14 Knowledge and Experience See attached person specification 8.15 General 8.15.1 To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you. 8.15.2 To take responsibility for upholding and complying with the University s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all. 8.15.3 To comply with all University Health and Safety policies.
Job Title: Graduate Trainee PERSON SPECIFICATION Department: L.I.S. Criteria / Desirable Method of identification Qualifications: 5 GCSEs grade A-C or equivalent, including Maths and English Honours degree 2.1 or above ECDL Proven Experience: Experience of office work and administrative processes. Experience of dealing with the public Experience of working in a Higher Education environment Computer literacy and good knowledge of Microsoft Office Experience of working with IT/AV equipment Delivering academic and service excellence: Excellent IT skills Effective communication skills. Ability to work accurately and pay attention to detail Desirable Desirable certificates certificate certificate test test Managing self and inspiring others: The ability to prioritise and use resources effectively. Interview/ Test Working together: The ability to work effectively with others as a competent team member. Organisational and stakeholder awareness: Ability to solve standard problems in accordance with procedures. Interest in library and information work / Test Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Desirable Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.
UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT LEARNING AND INFORMATION SERVICES GRADUATE TRAINEE FIXED TERM CONTRACT FROM 1 ST AUGUST 2015 UNTIL 24 TH JULY 2017 SALARY SCALE University Scale OS3, points 7-10, 16,131-17,528 per annum payable monthly in arrears. RESIDENCE REQUIREMENT It is a requirement of this post that within 12 months of appointment, the post-holder should live within a 30 mile radius or within a one hour travelling time by public transport from the University. HOURS OF WORK 36.5 hours per week to be worked as follows:- Monday to Thursday 9.00am - 5.30pm Friday 9.00am - 4.30pm (less one hour for lunch each day) One early morning and one evening duty are essential requirements for this post. A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. HOLIDAY ENTITLEMENT 22 days per annum (pro-rata during the commencement and cessation years), rising to 27 days after five years' continuous service. Two extra statutory days per annum during the Christmas period. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University operates two pension schemes for support staff: The default scheme is the Higher Education Defined Contribution Scheme (HEDCS), which is administered by Friends Life. The Cheshire Local Government Pension Scheme, to which the University is an admitted body. All support staff are entitled to participate in one of these schemes. Some staff will be automatically enrolled into a scheme, depending on their age and earnings, but if they do not wish to remain a member of the scheme, they will be entitled to opt out after enrolment. EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY The University operates a No-Smoking policy.
PROBATIONARY PERIOD A nine months' probationary period applies to all University posts. CLOSING DATE Candidates should apply for this vacancy via our online recruitment website (https://jobs.chester.ac.uk/wrl/) by Monday 23 rd March 2015 quoting reference number HR14168.