We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process.
We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.
If you are unable to complete your application via our recruitment system or would like to discuss any reasonable adjustments to support you in the application process, please get in touch with us on e.recruitment@durham.ac.uk
Job Description – Customer Services Assistant (26001341)
Job Description
Job Number:
26001341
University Library and Collections
Grade 2 : – £13,431.37 – £13,585 which is pro rata the full time salary of £24,752 – £25,025
Open-Ended/Permanent – Part Time
Working Arrangements : To be agreed locally by department
Closing Date
21-Oct-2026, 10:59:00 PM
Disclosure and Barring Service Requirement : Not Applicable.
The University
At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinarythingsand we invite you to join our fantastic team.
Across the University, we havea huge varietyof roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.
At the University we promote and activelychampionequality,diversityand inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy,secureand proud to be a part of Durham. We are looking for the same values in you.
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. For more information on our EDI strategy and values, click here
The Role
The Customer Services Team is part of University Library and Collections. We provide front-line (face to face and virtual) customer,visitorand enquiry services across ourdepartment. This includes visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces 7 days a week, including 24/7 opening during part of the academic year.
Customer Services Assistants play a vital role in delivering ahigh qualityexperience to our customers. Work can includeengagingwith customers in areception roleenabling entry and exit to the libraryandsupporting withUser Experience (UX)activities,throughtoshelvingreturned library materials; processing new books to moving materials between sites. The role is key inmaintainingan excellent work and study environment, conducting furniture checks, ensuring the replenishment of multi-functionaldevicesand keeping the buildings tidy and safe for our customers
Customer Services Assistants work Monday to Sunday, working early morning,dayand evening shifts as part of a standard rota, covering between 7.45am and 10pm, including Bank Holidays at any of our Library and Collections sites.Working pattern to be agreed locally but will include weekend working every week.
Library work involves considerable manual handling and physical activity, for example: packing and lifting books, lifting boxes, and pushing trolleys. Appropriate training will be provided.
Any role holders who hold theappropriate UKdriving licence mayberequiredto drive University vehicles including manual transmission vans.
Further information about the role and the responsibilities is at the bottom of this job description.
The Department
In January 1833 Bishop William van Mildert donated 160 volumes to find the University Library,locatedon Palace Green. Today the University Library and Collectionsoffersspaces, collections,expertiseand services supporting education, research, the wider studentexperienceand cultural and educational outreach. Collections and servicesoperateacross a wide estate of libraries, archives, museums,galleriesand exhibition spaces, including the UNESCO World Heritage Site on Palace Green. Our nationally and internationally recognised collections span early books, archives and manuscripts, museum objects and art, print and electronic materials and include a repository of digitised materials, researchoutputsand research data.
We are an ambitious and developing team with a focus on providing the best experience for our students,researchersand the wider community. We are valued partners working with students, professional services and academics across the University, and professionals and organisations regionally,nationallyand internationally.
The University Library and Collections is made up of six sections: Collections; Customer Services; Education, Learning and Engagement; Research and Systems; Museums, Galleries and Exhibitions; and Finance and Administration.
Working at Durham
- You’llreceive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 dayspro rata.The University closes between Christmas and New Year.
- No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
- You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
- Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
- We provide wide-ranging health and wellbeing support including discounted membership for ourstate-of-the-artsport and gym facilities and access to a 24-7 Employee Assistance Programme.
- We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
- Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (andlikely aboveand beyond many employers).
- If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills,coursesand apprenticeships.
- We offer generous pension schemes with varying contribution amounts to help you plan for your future.
Discover more about our total rewards and benefits package here .
What you need to demonstrate when you apply
To be considered for this role, here are the skills/experience we’re looking for:
Good spoken and written communication skills.
Digital skills including the ability to use the internet and email,as well as the ability to learn new digital tools
Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience)
Ability to, and experience of,workingcollaboratively as part of a team.
Ability to, and experience of,managing time to meet deadlines.
Experience of working in a customer-focused service*
Ability to, and experience of,followinginstructions, spoken or written, accurately.
Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.
Evidence of personal development to develop skills, or the desire to undertake personal development
Full UKdriving license, and willing and able to drive aUniversityvehicle (manual transmission van).
Who to contact for more information
If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process,Katharine Davidson-Brown, Library Customer Services Manager would be happy to speak to you. j.k.davidson-brown@durham.ac.uk .
Typical Role Requirements
Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.
Service Delivery
Provide an excellent service to our(students, your colleagues and anyone else you come across as part of your role)by carrying out your tasks using the relevant procedures (which we will provide training for).
Look after yourself and others by following health and safety regulations including correctly wearing any protective clothing or equipment provided (e.g. safety shoes), being aware of any hazards and risks and reporting any incidents.
Carry out some tasks that may require specialist skillsand may be physically demanding
Operate everyday tools and domestic equipmentincludingladders, kick stools, trolleys.
Log and record routine information.
Teamwork
Help and cooperate with the rest of your team.
Help your colleagues whenrequiredwith other key activities undertaken within your service.
Help colleaguesmaintaintools and equipmentsafely and hygienically.
Learn new skills and practices from more experienced colleagues.
Bring any problems to the attention of more senior colleagues.
Communication/Personal
Contribute to equality, diversity and inclusion, and the University’s values.
Respond to routine requests for information.
Use digital devices and apps (such as emailand Microsoft Teams) to communicate with students, your colleagues and anyone else you come across as part of your role.
Learn the skills needed to deliver a foundation service in acustomer service environment.
Any other reasonable duties.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Job Applicants/Potential Job Applicants – Privacy Notice which provides information on the collation, storing and use of data.
Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website .
We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process.
We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.
If you are unable to complete your application via our recruitment system or would like to discuss any reasonable adjustments to support you in the application process, please get in touch with us on e.recruitment@durham.ac.uk
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