Job Title: Customer Services and Communications Coordinator

Location: RCSI Dublin

Reporting to: Associate Librarian for Library Services Delivery

Term of office: Permanent position


The Customer Services and Communications Coordinator will play a key role in developing and delivering new and enhanced library services to RCSI students and staff. Working collaboratively with other library staff s/he will have responsibility for day to day delivery and quality of front line services including coordinating a team of paraprofessional staff to provide front of house customer services in a new library currently under construction, and coordinating communication & advertising of library services. This is a new position which offers an ambitious and motivated individual a significant opportunity to shape and evolve the role.

Specific Responsibilities include:
 Be the front of house contact point for all matters relating to the quality of the physical library environment and facilities, and plan for delivery of service in a new library in 2016/17
 Develop standards, policies and procedures for the consistent delivery of high quality customer services at service points including questions & answers, referral, document delivery and services to alumni, member and fellows of

 Supervise a customer service team of library assistants supplemented by part-time staff who provide information & support services onsite, online and via phone including scheduling, training and performance management
 Coordinate communications to promote library services, events, facilities, and resources using appropriate communication channels within the RCSI including website and social media.
 Encourage and monitor feedback and communication so the service meets customer needs and responds to changing needs and expectations
 Evaluating programmes and services
 Providing usage statistics and management information as required
 Building and maintaining strong strategic & working relationships with stakeholders and key support departments at
the appropriate level within RCSI and building strong working relationships within the library
 Performing other duties as set out by the Chief Librarian or nominee in response to specific opportunities and needs.
 Complying with statutory legislation and rules and requirements in furtherance of your own and general staff welfare and safety.
 Undergoing programmes of training and development relevant to the role and as may be required from time to time.
 Representing the best interests of RCSI at all times.

Person Specification:

 Relevant qualification in customer services, communication or library or information science at degree level. (Qualifications below degree level will be considered if applicants demonstrate solid relevant experience and evidence of commitment to continuing professional development)
 Evidence of commitment to CPD; membership of LAI or equivalent professional association highly desirable
 3-5 years’ supervisory experience in a customer services environment
 Experience of information services work
 Library experience highly desirable but evidence of relevant work experience in a comparable environment will be considered
 Self-motivated & self-directed, with strong service ethic & commitment, energetic and resilient
 Strong interpersonal, communication, leadership, project management and organisational skills

The Process:
Shortlisted candidates will be invited for a formal interview at our main campus at RCSI Dublin. This post is on the Assistant Librarian salary scale.

Particulars of Post
This post is a permanent appointment. The appointee reports to the Associate Librarian for Library Services Delivery

Informal Enquiries
Informal enquiries are invited in the first instance through Mags Browne, Human Resources Department on +353 (1)
4022528 (email: Specific enquiries about the nature of the post can be addressed directly to
Kate Kelly, Chief Librarian on +353 (0)1 402 2412 (email:

About RCSI Libraries

3.1. Scope of Service
RCSI libraries provide access to resources, facilities, research and academic services to support the teaching, learning,
research and clinical activities of the College. The library service is also responsible for the preservation and
exploitation of RCSI Heritage (Archives and Special Collections) and Records Management & Information Compliance.

3.2. Current Library Customer Service & Communications
Library staff are consistently rated highly for customer services in student and staff surveys. Services are delivered in
person, via phone, email and online. 3.5 library assistants supplemented by part-time staff are responsible for staffing a
service desk, supporting assistant librarians and contributing to social media and other communication channels. An
additional number of paraprofessional roles will come on stream post re-location.

3.3. Locations & Reporting Line
The main library is based at RCSI’s city centre location besides St Stephen’s Green,a hospital library is at Beaumont
Hospital, Dublin and a Learning Resource Centre in Bahrain. The library service reports to the Dean of the Faculty of
Medical and Health Sciences.

3.4. New Library & Academic Education Building
In 2017 the main library service with the exception of Archives, Special Collections and Records Management, will
relocate to a purpose built library in a new academic education building at RCSIs city centre location. Spanning three
floors with over 500 study spaces this new library is designed to support learning and teaching activities by providing
varied learning spaces in a high tech environment supported by access to specialist health sciences librarians and
support staff. This building is the largest redevelopment project in the city centre in recent years. As well as the library
the 120,000 sq ft building will comprise a state of the art surgical and clinical training suite containing a flexible wet lab,
mock operating theatre, clinical training wards, standardised patients rooms and task training rooms. It will also include
a 540 seat auditorium, and a sports hall and fitness suite.

3.5. Restructuring and Expansion
RCSI libraries have experienced increased significant growth and demand for services over the last five years. In
recognition of this the library service is undergoing a restructuring and expansion. This positon is one of a number of
new library staff positions which will come on stream in the next 18 months and will join a Dublin team comprising 20.7
FTE plus part-time, casual staff. This is an exciting time to be joining RCSI libraries and offers a career-significant
opportunity to evolve a role through innovation and best practice.

3.6. Commitment to Professional & Staff Development
We place a high value on library staff being professional active and engaged in the belief that exposure to peer and
best practice informs the continued standards and development of RCSI library services at all levels. Library staff are
variously members of associations such as Irish and UK Health Sciences Libraries Groups, EAHIL, MLA, UMHLG
among others and we are institutional members of CONUL (Consortium of National & University Libraries) Ireland and
SCONUL (Society of College, National and University Libraries) UK.
Further information about RCSI Libraries is on the library web site at

Royal College of Surgeons in Ireland

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