HADLOW COLLEGE
JOB DESCRIPTION
Post Title:
Learning Resource Centre Assistant/Front of House Advisor
Department:
Canterbury
Division:
Student Support Services/College Information & Recruitment
Services
Reporting to:
HE Co-ordinator
Grade:
C
Working Hours:
27 Hours per week, all year. (Rota to suit curriculum delivery at
site and may include late evenings/Saturdays. Subject to annual
change) Flexibility will be required to cover for annual and sick
leave.
To assist with developing a responsive, customer focused library
and information service and to act as part of the College Front of
House Ambassador Service. The emphasis is on working with a
customer first attitude and providing prompt, efficient and
courteous services to all customers, visitors, students and staff at
the College’s Canterbury Site.
Job purpose:
Main duties and responsibilities
Learning Resource Centre (LRC)
1. Present a welcoming and positive image of the LRC to staff and students at all
times
2. To engage with students working in the LRC. Support them to make the best use
of hard copy and electronic resources with reference to senior colleagues as
appropriate and maintain an environment conducive to learning in line with agreed
policies and procedures
3. To participate in the full range of circulation activities, (including the issuing and
discharging of lending materials, shelving returned items) and shelf tidying. To
follow agreed procedures when dealing with all matters relating to LRC resources.
4. To be a pro-active member of the LRC Team, participating in induction and other
promotional activities to increase knowledge and use of the service in general or
of selected resources.
LRC Assistant/ Front of House Advisor (Part-time)
March 2014
5. To be a contact on site for all matters relating to the College Learning Resource
Centres.
6. To be prepared to visit and work at Hadlow College main site if required to do so,
supporting the college wide provision of a modern LRC service
7. To assist senior members of the cross college LRC team with specialist and ad
hoc projects.
Front of House Advisor
1. Provide a highly professional customer focused front of house service ensuring
that the College’s standards of service are met through the effective processing of
students and visitors to the College.
2. Co-ordinate all incoming calls through the College switchboard, providing the
highest possible level of customer service. Ensuring accurate routing of incoming
calls, according to College and Front of House Ambassador Standards.
3. Contribute to the College's good image and facilitate potential business by dealing
promptly and courteously with customer enquiries at all times.
4. Undertake to ensure that the Reception environment is maintained at all times to
the highest possible standards, including the co-ordination of student behaviour in
the area, the location and positioning of reception furniture, updating and checking
the appropriateness of notice boards and the general cleanliness of Reception
area.
5. Ensure that all visitors to the site are accurately signed into the College and
provided with the appropriate health and safety information and visitor’s badges /
signs, in line with established policies and procedures, including audit of
departures;
6. Undertake the Initial Assessment and Welcome talk during student interviews, if
required.
7. Assist with the co-ordination of recording a wide range of enquiries to the College
and student activities, by use of the Customer Relationship Management (QLv4
Enquiries) system, within agreed service standards;
8. Assist with the distribution of prospectuses and other College Information Services
related information, through mailshots and other activities, within agreed service
standards;
LRC Assistant/ Front of House Advisor (Part-time)
March 2014
9. Assist the Student Attendance Monitoring practices at all sites, to assist with
maintaining an accurate record of student absence and attendance from registers,
in conjunction with the Register and Retention Adviser.
10. Assist with College Information Services wide activities, including follow up calls to
students and customers, including undertaking telephone surveys and data entry,
from time to time
11. Undertake other tasks in support of the administration and related activities of the
College Information Services department, including data or administrative work, as
directed by the line manager;
12. To demonstrate flexibility and a willingness to work as a team with other
colleagues;
13. Assist with the maintenance of accurate telephone directories for internal staff.
Additional Responsibilities
14. Participate in the College Staff Appraisal, Personal Action and Development
Planning Programme, agree objectives with the line manager and ensure they are
achieved.
15. Liaise with all College staff to ensure the effective use of College resources to
achieve its mission, and to ensure the smooth and effective operation of the
College.
16. Work to promote and contribute to the College's Equality Policy.
17. Contribute and promote safeguarding at all times, to ensure the safety and
security of children, young people and vulnerable adults.
18. Comply with the College safeguarding policy and procedure in addition to the
safeguarding responsibilities within the scope of the role.
19. Undertake such other duties as may be reasonably required.
20. To ensure the Health and Safety of staff within the area of responsibility detailed in
the College's Health, Safety and Welfare Policy.
21. To support the college in ensuring compliance with the requirements of the Data
Protection Act and support the Data Protection Officer for the College
LRC Assistant/ Front of House Advisor (Part-time)
March 2014
HADLOW COLLEGE
PERSON SPECIFICATION
Post title:
LRC Assistant and Front of House Advisor
Grade:
C
Qualifications and Experience
Essential
An excellent communicator, with commitment to providing the highest
possible levels of customer service skills

Current awareness of library services

At least one years’ experience related activities in a similar working
environment.

Good information technology skills, including Microsoft Office packages
and familiarity with web-based information sources

Excellent verbal and written communication skills

Good administrative skills with experience of maintaining computerised
record systems

Ability to communicate effectively and professionally with industrial,
educational and professional contacts as well as students at all levels.

Desirable

Knowledge of Further or Higher Education sectors and an interest in
Academic Library Services
Ability to work within a team

Understanding of health and safety requirements within the working
environment

Ability to demonstrate initiative within a workplace environment with the
ability to be self motivated and manage own workload

Suitable to work with children, young people and vulnerable adults.

Understanding of equality issues within an educational context

An understanding of safeguarding and its importance within a College
environment.


A recognised customer service qualification at Level 2/Library &
Information Services Level 2 or willingness to work towards it
Recognised English and maths qualifications at level 2 or a willingness
to work towards them

LRC Assistant/ Front of House Advisor (Part-time)
March 2014