Customer Advisor

About the role

IMPORTANT INFORMATION FOR CANDIDATES:
What will you be doing?
- Provide a first point of customer service for a diverse range of customers and enquiries. Using enquiry skills, identify customer needs and the appropriate resolution.
- Be familiar with the current offer provided by partner organisations to support partners in delivering their services and to refer and signpost customers effectively.
- Promote volunteering opportunities. 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 knowledgeable and effective in the use of a variety of IT systems.
- 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.
- To undertake tasks and activities relating to the day to day operation of the library.
- Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.
- Carry out any other duties which fall within the broad spirit, scope and purpose of this job description.

About you
- Can you provide excellent customer service to all visitors to Towcester Library?
- Are you motivated and enthusiastic with a proactive approach?
- 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?

If so, you might be the person we are looking for.

About us

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: 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**.

**West Northants Council, where careers thrive.**

Our benefits
We offer a wide range of benefits to our employees, these include:

- **Generous annual leave entitlement** starting at 28 days annual leave per year, 29 days 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 are a member of a 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.
- **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 co