Library Customer Service Advisor

3 weeks ago

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

**Hours**: 6 Hours Per Week

**Term**: Fixed until 31st March 2026

**Interview Date**: 30th April 2024

**Closing Date**: 14th April 2024

**Salary**: Grade 3 (£23,500-£24,294 FTE)

We think that our Library Customer Service Advisors are at the heart of our library service, and we have a great opportunity to join our small team at Mansfield Woodhouse Library.

We’re looking for someone with excellent customer service skills who loves helping others and who would welcome the chance to inspire people to read, learn and enjoy culture. Our libraries offer a wide range of services and you will make sure that everyone’s experience with us is a positive one.

With training, you will deliver regular Rattle Rhyme Roll sessions for babies and toddlers and their parent/carers. You will be enthusiastic, self-motivated, energetic and proactive in looking for ways to develop and improve library services and outcomes for customers. You will also be committed to supporting the delivery of arts, cultural and learning services delivered through libraries. You will have experience of working with the public in either a paid or voluntary capacity and be able to work using your own initiative as well as part of a team. You will also have experience of using computers and should be able to use ICT competently and safely.

An interest in and knowledge of public library services, plus an interest in broader culture and learning are essential requirements for this post.

The weekly timetable is Mon 9.30-12.30 & Fri 9.30-12.30

**Library Customer Service Adviser**

**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
- 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
- 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
- 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

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
- Knowledge of and interest in the Library Service and its
- 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
- Experience of working with the public of all ages, as paid employee or as a volunteer in a customer facing
- Experience of organising your own work

**Inspire Competencies**

**Customer Service (Competency Level 3)**
- Responds positively to customer concerns, acts to resolve or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague
- Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate

**Delivery the service offer (Competency Level 3)**
- Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers - to meet their immediate needs and other services that could be of interest or benefi

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