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Librarian / Customer Service Administrator

5 months ago

Tower Hamlets, United Kingdom Cleantech People Full time

**What's involved with this role**:
**Job Ref: Tower Hamlets RQ1230487**

**_Enhanced DBS disclosure is listed as a requirement for this role_**

The team requires a Librarian / Customer Service Administrator to join the Library and Adult education service to provide a high quality, efficient, responsive, and cost-effective frontline Customer Service support.

You will be responsible for the provision of an excellent and outstanding front-line library, learning and information service providing information, advice and assistance to customers both residential as well as those internal to the organisation, directing to the most appropriate resource where necessary.

Knowledge and understanding of the purpose of modern public library and/or adult learning provision is required for this role.

**Key Responsibilities**:

- Be the first point of contact in providing customers with assistance, sign-posting and positive solutions either face to face, over the telephone or through digital means.
- Provide a high quality of library, learning and information services that achieve customer satisfaction and maintains the highest level of service standards to all customers across the council.
- Working as part of a team of Customer Service Advisors and Assistants, contribute to the day-to-day running of the Idea Store.
- Welcome and greet Idea Store users, taking a positive role in promoting Idea Store services and stock, making customers feel welcome and at ease, and ensuring high customer service standards are met.
- Deal with customers in a polite, courteous, efficient, and effective manner at all times to achieve the highest standards of customer care.
- Provide assistance to callers whilst considering their individual needs and give general advice on other Council services as appropriate
- Provide a high level of customer care and always promote a good external perception of the Council.
- Ensure all customers are dealt with efficiently and effectively and help is offered to those customers with special needs who might require assistance.
- Support the Idea Store objectives through covering the shop floor and implementing the Library Bye Laws and regulations in association with security staff and other colleagues.
- Assist in case of staff shortages, working flexibly as required to ensure the smooth running of services.
- Carry out shelving duties, removal of stock, process new items, promotion, and assist in the stock taking process in line with procedures and guidance.
- Register new members in accordance with the Idea Store protocols and assist customers using self-service systems

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

**Skills & experience**:

- Knowledge and understanding of the purpose of modern public library and/or adult learning provision.
- Knowledge of all aspects of running a busy service point.
- Proven knowledge of and demonstrable interest in books.
- Knowledge of how equality of opportunity principles impact on service delivery in a multicultural environment.
- Ability to demonstrate excellent engagement with all customers - including children, in the context of the Idea Store
- Ability to demonstrate excellent engagement with all customers - including children, in the context of the Idea Store.
- Excellent verbal, written and interpersonal communications skills.
- Experience in coaching new team members - desirable

Am **Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please