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Librarian, Service Point and Client Engagement (G239-18CA)

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.

Location:Palmerston North
Grade:Grade F
Salary:$48,719 - $68,838 pa
Applications close:11:45 p.m. on 29 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 a beautiful campus in affordable Manawatū, 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, supporting a team of 15 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

Massey University is known for its distinctive mix of campus-based, distance and international teaching, ground-breaking 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 29 July 2018.

For further information about the position, please contact:

Leigh Bryant
Manager, Service Point and Client Engagement
Manawatū Library, Massey University
Palmerston North, New Zealand
Phone: (06) 951 6685

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.

Responsible to

Manager, Service Point and Client Engagement

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, both physical and online, at a
• professional level

• Assist the Manager in the implementation of new initiatives, policies and procedures for
• services and client maintenance
• Assist with the recruitment and training of staff
• Contribute to the de-selection and shelving operation for the library, ensuring that correct
• system processes are followed and including planning for shelving requirements
• Assist the Manager in ensuring staff are best deployed at all times
• Monitor lending and client maintenance processes and recommend changes where
• Ensure agreed procedures and service standards are maintained

• Oversee the operation of all functions undertaken by Lending Services
• Monitor daily workflows and reallocate tasks where required
• Prepare weekly rosters for the Service Point and Lending team
• Contribute to an induction programme for new staff
• Contribute to an ongoing training programme for Service Point 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
• for other staff during peak times or during absences.
• Effectively participate in and contribute to project teams and working parties
• Actively support and mentor fellow team workers to ensure a positive and responsive work
• environment and a cohesive team culture
• Be prepared to share in duties to support the efficient and effective operation of the library
• Assist the Manager by reporting all referrals and complaints and regularly communicating with
• the Manager to achieve positive outcomes for both clients and staff

• 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 Manawatū Campus Library
• Act as the Team Leader in the Manager’s absence

Person specification


Degree and professional Library qualification
(minimum qualification)


Experience working in a busy clien focused environment; 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 efficient and responsive workflows
• Ability to work calmly under pressure and meet deadlines
• Excellent 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 others with transparency, warmth and respect and also independently
• with impeccable judgement
• Accuracy and attention to detail
• Flexibility to work evening and weekend hours as required
• An understanding of, and commitment to, the Treaty of Waitangi

Additional Pre-employment Checks



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