JOB DESCRIPTION
Post Title: Information and Engagement Assistant
Hours: 5 hours every Sunday
Directorate: Managed Services
Reporting to: Assistant Curator/Assistant Librarian
Job Purpose:
• Contribute to the delivery of an integrated high quality library and museum service, which meets the need of local communities, fosters and encourages a love of books, collections, reading, history, creative activity and supports lifelong learning.
• Assist in delivery of daily operations, activities programme, security and supervision of the library and museum
• Assisting customers with enquiries for the library and the museum including facilitating interaction with the museums, library and archives collections, databases, exhibitions and digital resources.
• Promote a positive, welcoming and helpful image of library and museum services to all service users including residents of and visitors to the Scottish Borders.
• Assist with income generation for the services including promotion of retail, commission exhibitions, donations, events, group visits and learning programme opportunities.
Responsibilities:
• Assist in day-to-day delivery and supervision tasks to develop access and participation within the library and museum, including maintaining the security of the Chambers Institute building, security of information/databases and undertaking key holder duties as required.
• Carry out day-to-day library and museum routines and processes to management direction.
• Provide guidance, assistance and support to enable service users to make best use of ICT facilities, digital resources and learning opportunities.
• Work with service users to develop their confidence and ability to use new technologies, carry out independent research and develop their information literacy and creative skills.
• Assist with organizing, setting up and delivering a variety of events and activities- online and face to face both In the Chambers Institute and as outreach in wider community. (e.g., seasonal events, holiday activities for children; schools workshops, behind the scenes visits, health/wellbeing groups, digital projects, storytelling, author visits IT taster sessions, Book bug sessions, guided walks and private views for exhibitions.)
• Assist with organizing, setting up rooms/spaces and delivering a variety of events and activities within Chambers Institution museum/library and Burgh Hall shared spaces in liaison with halls/caretaking team and building cleaners.
• Assist in developing, upselling and delivering profitable retail operations including seeking cash and online donations to support income generation and charitable giving.
• In line with legal and operational guidelines, process cash, cheque and card transactions.
Assist with banking returns, statistical gathering of customer/audience data, Patron base bookings, audience surveys, stock taking, cash, credit card income, retail & donations returns and complete daily and weekly visitor stats/ income records.
• Dealing with general enquiries whether face to face, by telephone or via email, etc. Deal with and record all enquiries and requests, ensure responses are delivered courteously, responsively and efficiently, with the aim of resolving the maximum number of enquiries and requests at the first point of contact.
• Take personal responsibility for achieving high standards of customer care and customer service and assist with maintaining standards of quality required to meet Museums Accreditation and Visitor Attractions Quality Assurance Scheme. Use good judgement on whether to deal with queries personally or to seek advice from service/line managers, curatorial team, archives colleagues, libraries’ specialised staff and repairs/maintenance team within Live Borders.
• Liaise on day to day basis with the Assistant Curator and Assistant Librarian for Peebles/Tweeddale (or other supervisory/project staff as may be designated by the Museums Manager/Libraries Manager), regarding matters relating to displays, collections care, environmental controls, health and safety and authorised use of facilities as per normal operating procedures. This work will involve manual handling, moving and lifting tasks including working to support teams and external contractors on site for a range of purposes.
• Access and maintain records including museum entry record paperwork, loan agreement, service computer systems, museums/archives CALM collections database and Live Borders booking systems, ensuring that all transactions and borrower information are recorded accurately and correctly in line with meeting GDPR/data protection and corporate security of information protocols.
• Build and maintain good working relationships with colleagues within the organisation and external colleagues/partners, stakeholders, artists/makers and community groups.
• Ensure that services are delivered with a customer-focused ethos -ensuring that respect, dignity, confidentiality, safety and well-being needs are adhered to and seeking advice when handling any complexities.
• Comply with, and ensure compliance with, all Live Borders policies and procedures
• Ensure services and working practices meet Health and Safety Requirements and adhere to Risk Assessments, safety/security systems and the safe operation of machinery, equipment and plant as outlined and established by Live Borders
This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake such other duties as may be required by Heads of Service/ to meet the needs of Managed Services and Live Borders.
Willingness to work at other sites by discussion and agreement in advance (e.g to provide project support, assist with cover during holidays/sickness absence, to provide support at events/activities and outreach projects organised by Live Borders or to attend meetings or learning/training activities presented in other parts of Live Borders and its facilities.
Other details:
As elements of this job will be physical candidates must be prepared to undertake work of this type including lifting, moving, carrying and occasional use of ladders, tools and equipment.
Requirement to work out of hours or weekends – on occasions, evening and weekend work will be required.
Lone working
Key holding for access/locking up and to cover alarm or emergency call outs including winter safety checks, as required (with additional set payments for emergency/alarm call outs).
