Information Assistant
Contract: 7 Months
Location: London, UK (on-site)
Working shifts: Full time (Monday to Friday - 1pm to 9pm)
Job Overview
We are seeking a proactive and customer-focused Information Assistant to provide first-line support for enquiries, learning spaces, and technology within our flagship library building. This role is central to ensuring a welcoming, well-managed, and supportive learning environment for students, staff, and visitors.
Working as part of a collaborative team, the Information Assistant will operate at service points and actively patrol library learning spaces to provide assistance where needed. The successful candidate will deliver excellent customer service, support library technologies, and help maintain a safe, clean, and productive study environment.
Key Responsibilities
Customer Support & Enquiries
Provide first-line assistance to customers at service desks and while roving across learning spaces.
Respond to enquiries promptly and professionally to ensure a high level of customer satisfaction.
Demonstrate strong knowledge of frequently asked questions relating to Library Services, the Information Services Division, and Student Support and Wellbeing Services, providing accurate guidance or escalating queries where appropriate.
Communicate effectively with users in person, via telephone, and through email.
Deliver clear and helpful information to a diverse user community, including visitors and individuals whose first language may not be English.
Promote new initiatives, services, and resources offered by Library Services.
Learning Space Support
Patrol library learning spaces to ensure users adhere to building policies and regulations.
Help maintain a positive, inclusive, and productive study environment for all users.
Monitor learning areas to ensure they remain clean, organised, and suitable for study.
Report or address issues related to furniture, equipment, or the building infrastructure in a timely and efficient manner.
Technology Support
Assist users with troubleshooting and basic technical support for library systems and equipment, including:
Print services
Laptop loan systems
Smart lockers
Wi-Fi connectivity
Desktop PCs
Escalate technical issues to the relevant teams when necessary.
Health, Safety & Compliance
Conduct weekly, monthly, and quarterly Health and Safety inspections across learning spaces.
Assist with emergency procedures, including supporting the safe evacuation of building users, particularly those with accessibility needs.
Essential Requirements
Qualifications, Experience & Knowledge
Minimum of 5 GCSEs (A-C) or equivalent qualification*.
Previous experience working in a customer service environment.
Skills & Competencies
Excellent verbal and written communication skills, with the ability to explain information clearly and effectively.
Strong interpersonal skills and the ability to interact positively with a diverse range of users.
Proficiency in Microsoft Office applications and general IT systems.
Ability to use initiative and solve problems independently.
Willingness and ability to learn new skills and adapt within a dynamic service environment.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
