Job Description

Library Services is responsible a range of services provided to staff and students of the University, including the provision of online resources and hard copy library material, photocopiers, IT support, printing, systems for obtaining books and journals from other organisations via inter-library loans, and access to general IT facilities for students. The management team consists of the University Librarian, and section Team Leaders. This post sits within the Hive Front of House and Student Support team and reports to one of the Hive Duty Team Leaders, who in turn report to the Library Services Manager at the Hive.


This is a demanding but exciting role in the Hive, the UK's first joint public and academic library (run in partnership by the University of Worcester (UW) and Worcestershire County Council (WCC), with the primary role being to help to make a success of the innovative 1st tier customer service model and contribute to Library Services more generally. The customer service staffing model which is in operation brings together staff from the partners to work as an integrated Customer Service team, who answer a very wide range of 1st tier enquiries relating to any of the Hive services and refer them onwards as appropriate.


This post will suit organised, confident individuals who have a real interest in providing excellent customer service in an innovative environment, and who enjoy challenges. They will also need to be able to take change in their stride, as we continue to adapt to multi-site working within a radical new service model.


This post is a combination of front of house customer service and back of house account and query handling. As such, the candidate will have a good eye for detail, a strong understanding of systems and analysing reports as well as an aptitude for understanding process.


The Hive is open from 8.30 am - 10.00 pm 7 days per week, (except for Bank Holidays and including University Closed Days), working a regular pattern of hours including a regular commitment to weekend/evening working.


We have 2 roles and the hours we currently have available are:

32 hours per week 18 hours per week

The selection process will consist of a group assessment day held on Tuesday 22nd July 2025 at The Hive. Candidates successful at the assessment day will be invited to attend a second stage formal interview which will be held on Friday 25th July 2025.

What's in it for you?

Annual incremental increase up to 23,961 pro rata per annum, with the opportunity to progress to 24,900 pro rata per annum 32 days of leave per year pro rata per annum (inclusive of bank holidays and University closure days) rising to 37 total days pro rata per annum after 5 years' continuous service Attractive Company Pension Scheme Access to our Staff Retail Benefits Scheme Wellbeing advice and support through our Employee Assistance Programme In-house training and development support A friendly, inclusive and supportive culture and work environment

For any informal queries about this role please contact Stephanie Jones via stephanie.jones@worc.ac.uk