Senior Customer Experience Assistant

Communities

Heritage, Libraries & Arts (HLA)

**Ref**: 000543

**Contract**: Permanent

**Salary**: £27,711 - £30,060 (full time equivalent) plus 5% unsocial hours allowance

**Hours**: 18.33 per week

**Actual Salary**:£13,856 - £15,030 per annum (Grade 4)

**Location**:Oldham Library & Lifelong Learning Centre, Greaves Street, Oldham, OL1 1AL

**Closing Date**:Thursday 13th February 2025

**Shortlisting & Interview Dates**: TBC.

**Role Overview**:
To assist with the development and delivery of an excellent customer experience across the Heritage, Libraries, Arts and Archive service for all users, partners and stakeholders

**Key Responsibilities**:

- To provide line management support for Customer Experience Assistants and volunteers; including support for induction, motivation, performance, learning and development and welfare in accordance with Council policies and procedures
- To be responsible for the delivery and development of excellent visitor services which enhance the customer experience and provide a safe, accessible and welcoming environment.
- To monitor and maintain the security of buildings and liaise with the corporate landlord and contractors regarding repairs and maintenance issues and to be responsible for routine administration, including petty cash and banking of income.
- To ensure that all administrative duties, sickness and annual leave records and statistical returns are carried out efficiently in accordance with Council procedures. To support performance improvement by collating data and assisting with target setting and performance reporting.

**Key Requirements**:
To succeed in this role, you will need as a minimum:

- Experience of working in a library, museum, gallery, heritage, visitor, leisure attraction or customer services environment
- Experience of supervising and motivating staff and volunteers both as individuals and a team
- Excellent interpersonal and communication skills with the ability to engage with a diverse customer base and manage the expectations of different customer groups and individuals.

Oldham Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

**Diversity and Inclusion**:
At Oldham Council, we are committed to creating a fair and inclusive workplace that is as diverse as the communities we serve. We aim to develop a culture of respect, where differences are recognised regardless of background. We aim to be an employer of choice by engaging in fair and open recruitment processes and Applications are encouraged from all communities across the borough to create a workforce that represents the diversity of our population.

**About Us**:
Oldham is committed to developing a Co-operative future; one where citizens, partners and staff work together to improve the borough. Anyone joining the council is coming into an ambitious organisation with big plans. We are working hard to build a brighter future for our borough and we need people from a wide range of backgrounds to continue delivering the best for our communities.

The Council has a clear set of Behaviours, which outline how we do business and we share these borough wide with our residents, partners and businesses. Internally we have translated these into five cooperative behaviours which outline the priority areas of focus for all staff at all levels. You can view these Behaviours, along with staff benefits on our Greater.Jobs pages Working for Oldham

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