Senior Customer Service Agent
4 weeks ago
You will work as part of a team, where you will use your customer-facing skills to deliver a wide range of frontline LibraryPlus services to a high standard, including the provision of activities and services for communities, children, and families. As well as joining new borrowers and answering enquiries about books, you will also assist customers with West Northants Council queries such as Blue Badge and concessionary bus pass applications, making this an ideal opportunity for an excellent communicator. Supporting, mentoring, and coaching, you will promote and enable a diverse range of volunteering opportunities in the library and wider community.
This role will require regular weekend working and candidates will need to be flexible to the business needs of the service, including the ability to travel to other locations as required. This post is full time. Provide a first point of customer service for a diverse range of customers and enquiries. Be familiar with the current offer provided by partner organisations to support partners in delivering their services and to refer and signpost customers effectively.
Recruit, coach and mentor volunteers and junior members of the team in order to ensure the delivery of excellent customer service.
To provide and support activities and services for the whole community and particularly for those families with children under 5 (such as Rhymetime).
To be responsible, in the absence of the Library Manager, for making decisions and taking appropriate actions to ensure the health, safety and security of users and the building.
To be responsible for self-development ensuring an awareness of West Northants Council and LibraryPlus strategies in order to contribute to the continuous improvement, culture and consistency of service delivery.
Be aware of all targets set for the library, and be proactive in supporting the generation of income for your library.
Can you provide excellent customer service to all visitors to Brackley Library?
• Are you creative and excited about delivering and supporting memorable activities for children and their families?
• Are you passionate about serving your local community and seeking partnerships with local organisations to benefit library customers?
Generous annual leave entitlement starting at 28days annual leave per year, 29days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
Cycle to Work scheme.
Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
Car Lease scheme
Payment of professional subscription / membership - If your job description requires that you are registered with or area member ofa professional body, WNC will pay for your professional subscription or membership fees.
Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
Ongoing training and development opportunities.
A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.
At West Northants Council, it’s about our people. Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.
We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner
The following film was created by us to communicate our intentions- watch WNC colleagues explain what DEI means to us .
If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.
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