Library Customer Service Advisor

3 weeks ago

Loughborough, United Kingdom Inspire: Culture, Learning & Libraries Full time

**Hours**: 16 Hours Per Week

**Interview Date**: TBC

**Closing Date**: 10th December 2023

**Salary**: Grade 3 (£21,575-£22,369 FTE)

A lovely opportunity has arisen to join the teams at East Leake and Keyworth libraries.

We believe our Library Customer Service Advisors are key to our success in achieving our vision to inspire people across Nottinghamshire to read, learn and enjoy culture.

We are looking for a self-motivated, flexible, and dynamic individual to join the team at East Leake and Keyworth libraries. We are looking for someone who is professional, friendly and who shares our passion for reading, heritage, culture, and learning. You will be enthusiastic, energetic, and proactive in looking for ways to develop and improve library services and outcomes for customers. An interest in and knowledge of public library services, plus an interest in broader culture and learning are essential requirements of this post.

You will have experience of working with the public in either a paid or voluntary capacity and have excellent customer service skills. You will have the ability to treat all customers with fairness and respect. You will be able to use ICT competently and be willing to undertake any additional learning as required. You will be able to communicate effectively both verbally and in writing.

Flexibility to work at other times and locations is desirable as both libraries sit within the Keyworth Cluster which includes Keyworth, Ruddington East Leake and Sutton Bonington libraries. Visits to both libraries are encouraged.

If you think that you have what it takes to help Inspire deliver our excellent services, then we would love to hear from you

Interviews will take place in early January 2024

**Working pattern (avg 16 hours pw)**

Week 1 (Hours 18) Wednesday 9am-12.30pm - East Leake Thursday 9am-5pm - East Leake Friday 9.30am-1pm - Keyworth Saturday 9am-1pm - East Leake

Week 2 (Hours 14) Wednesday 9am-12.30pm - East Leake Thursday 9am-5pm - East Leake Friday 9.30am-1pm - Keyworth

**_Job Description_**

**Library Customer Service Adviser**

**Inspire: Culture, Learning & Libraries**

**Grade 3**

**Job Purpose**

To act as the public face of Inspire, proactively promoting, advocating, signposting, delivering and/or supporting the full range of Inspire Cultural, Learning, Library and Information Services to customers

**Key Responsibilities**
- To engage with customers, providing direct help, support, guidance and high-quality customer service to enable them to fully access and benefit from the Inspire offer available at whichever library they are working in or sign post customers to the relevant Inspire Digital Services or other library venues as needed by the customer.
- To carry out all support tasks and complete all administrative processes required for the delivery of and to ensure the quality of the Inspire offer
- To organise, promote, deliver and report on centrally programmed events and locally created activities to existing customers as well as new and potential customers within and outside of the library building.
- To work flexibly within libraries and across library locations under the direction of District and Site Managers to meet business needs and customer demand.
- To train and support newly appointed staff, volunteers and participants in work experience programmes to perform their job or role under the direction of the District or Site Manager
- To collaborate with volunteers and Inspire Members, recognising the value and distinctive contribution volunteers can make, to deliver enhanced service provision. In the absence of the Site Manager, be responsible
- to open, lock up and ensure the security of the library site as required
- for the maintenance and working order of library equipment
- for the management of the building including dealing with contractors and reporting any building and operational problems that cannot be resolved locally to appropriate colleagues
- to carry out keyholder duties as appropriate for library buildings.

The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines,
all funder’s contractual requirements, and professional best practice.

The post holder will perform any duties or tasks assigned by management required to meet service needs as appropriate to the role.

The post holder will assume the role of Appointed Person and/or First Aider as required

**_Education and Knowledge Required for the role_**
- Comprehensive knowledge of the principles and practices of excellent customer service.
- Knowledge of and interest in the Library Service and its services.
- Knowledge of and interest in cultural and learning services

**_Skills and Experience_**
- Experience of working in, and contributing to, a team and an understanding of teamworking.
- Experience of working with the public of all ages, as paid employee or as a volunteer in a customer facing role.
- Experience of organising your own wo

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