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Librarian - Service Point and Client Engagement (G227-18CA)

Library, Research, Academic and Enterprise

We have an exciting opportunity for a qualified librarian to contribute to leading our frontline client services team. This is an excellent career step for someone wanting to progress in a library leadership role, and we offer a stimulating and supportive environment.

Grade:Grade F
Salary:$48,719 - $68,838 pa
Applications close:11:45 p.m. on 31 July 2018

Position overview

Kia hiwa rā! Kia hiwa rā! E ngā mana e ngā reo e ngā karangatanga maha tēnā koutou katoa. Kei te wātea tēnei tūranga ki Te Putanga ki Te Ao Mātauranga ki Te Kunenga ki Pūrehuroa.
Ko ngā kōrero e whai ake nei he kōrero e pā ana ki te tūranga wātea.

Would you like to work in an attractive, spacious, and growing campus on Auckland's North Shore, with excellent facilities and ample parking? Massey University Library is looking for a Librarian, Service Point and Client Engagement to help support the teaching, learning, and research activities of students (both on-campus and at a distance) and academic staff.

We have an exciting opportunity for a qualified librarian to contribute to leading our frontline client services team. This is an excellent career step for someone wanting to progress in a library leadership role, and we offer a stimulating and supportive environment.

Reporting to the Manager, Service Point and Client Engagement, your responsibilities will include ensuring the provision of high quality enquiry, information, and circulation services across all opening hours, supervising a team of 12 part-time staff, preparing service point rosters and organising efficient and responsive workflows, and deputising in the manager’s absence.

To be successful in appointment you will have:
• A professional library qualification with relevant library experience
• Proven success in leading teams in a service-oriented environment
• A strong and proactive approach to customer service, and a commitment to fostering
positive working relationships
• A high level of digital literacy and an interest in educational technologies and the
opportunities they offer

Massey University is known for its distinctive mix of campus-based, distance and international teaching, groundbreaking research, and the applied nature of many of its teaching and research programmes.

This is a permanent, full-time position, working Monday to Friday, with the occasional need to be available after-hours.

Applications close on 31 July 2018.

For further information about the position, please contact:

Rohini Subbian
Manager, Service Point and Client Engagement
Albany Library, Massey University
Auckland, New Zealand
Phone: (09) 213-6459

Job description

Purpose statement

• To assist and support the Manager, Service Point and Client Engagement in the delivery of
high quality, responsive and client focused services, which enhance the experiences of
students and staff when interacting with the library.
• To assist and support the Manager, Service Point and Client Engagement with administrative
tasks that support the smooth operation of the library.

Responsible to

• Responsible to Manager, Service Point and Client Engagement
• Albany staff
• Library staff at other campus libraries

Massey University Library is committed to high standards of customer service and teamwork; expected work behaviours are outlined in the Guiding Principles for Customer Service and Teamwork. Staff are also required to adhere to Massey University regulations including Health and Safety policies and the Email and Internet Use policy.

Massey University Library is committed to the principles of the Treaty of Waitangi and to being a bicultural organisation.

Massey University Library staff are expected to commit to and support the Library’s vision, mission and values available here (

Key accountabilities

• Provide support in resolving escalated lending, information and IT related queries and
provide assistance to clients from the Service Point
• Provide high quality information, circulation and help services help both physical and online
at a professional level

• Assist the Manager in the implementation of new initiatives, policies and procedures for
lending and document supply services
• Assist with the recruitment of staff
• Contribute to the shelving operation for the library including planning for shelving
• Assist the Manager in ensuring staff are best deployed at all times
• Monitor lending and document supply processes and recommend changes where
• Ensure agreed procedures and service standards are maintained

• Oversee the operation of all functions undertaken by Lending and Document Supply
• Monitor daily workflows and reallocate tasks where required
• Prepare weekly roster for the Service Point
• Contribute to an induction programme for new staff
• Contribute to an ongoing training programme for staff
• Maintain positive working relationships across the team and others co-located at the
service point
• Contribute to library team dynamics by participating in meetings, sharing key tasks, and
covering for other staff during peak times or during absences.
• Effectively participate in and contribute to project teams and working parties
• Actively support fellow team workers
• Be prepared to share in duties to support the efficient and effective operation of the library

• Report any escalated issues referred by staff working afterhours to ensure the library is
well presented to clients
• Undertake any other administrative duties as required to support the efficient and effective
operation of the Albany Campus Library
• Act as the Team Leader in the Manager’s absence

Person specification


• Degree
• Professional Library qualification


• Relevant library experience, including staff supervision and training, is highly desirable

Personal attributes and behaviours

• Strong customer centric service excellence
• Excellent organisational and time management skills
• Ability to organise an efficient and responsive workflows
• Ability to work calm under pressure and meet deadlines
• Good listening and communication skills
• Good digital literacy skills and intermediate or advanced levels of knowledge in the use of
MS Office software
• Good judgement, initiative and an innovative approach
• Ability to work with both others with transparency, warmth and respect and independently
with impeccable judgement
• Attention to detail
• Flexibility to work evening and weekend hours as required


At Massey we are Tiriti-led, upholding Tiriti o Waitangi principles through our practice, we:
• Demonstrate awareness of Tiriti o Waitangi and its contribution to New Zealand culture
and society.
• Understand the relevance of Tiriti o Waitangi in relation to the work of the University and
the people we serve.
• Embrace the principles of partnership, participation, and protection and apply these
principles in our workplace through manaakitanga, rangatiratanga, and kaitiakitanga.
Embracing Te Reo in relevant and practical ways in our work place interactions and
engagement with external stakeholders, giving expression to Tikanga Māori and protocols
that demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. We:
• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Keep ourselves and others safe, working with the University’s health, safety and wellbeing
policies, procedures and programmes.

At Massey we are future-focused, results-oriented and strive for excellence. We:
• Take ownership and responsibility for delivering results to support achievement of
University objectives.
• Provide the best quality services to our customers (internal and external) ensuring our
students/stakeholders are at the heart of everything we do.
• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and
commit to ongoing personal and professional development.
• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University
and the communities we serve.
• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.


Massey Contact Centre Mon - Fri 8:30am to 5:00pm 0800 MASSEY (+64 6 350 5701) TXT 5222 Web chat Staff Alumni News Māori @ Massey