Library Customer Experience Specialist

Customer Services Assistant

Permanent, Part Time

£25,959 per annum

Location: Shenfield

Working Style: Operational field-based worker

Come and join us in Libraries where we're starting to reimagine what our libraries are going to be and help our present and future customers have the best experience possible.

Opportunity

Our Customer Service team are at the heart of what we do - they are the face of our libraries and our driving force. To join them you'll need to be confident helping a diverse range of customers, with demands that change daily. We have an inclusive environment - your experience, your age and your perspectives are welcome in our team.

Key Responsibilities

• First and foremost - you like helping people. If you've got some IT skills - self taught or not - that's ideal. We use self service equipment, and our customers need your empathy and patience all the time.
• Deliver engaging story and rhyme sessions to groups of parents and toddlers in the library.
• Health & Safety is key to what we do. We'd like you to be the kind of person who sees things that need sorting and helps sort them out.
• Help with promotional activities - we generate income in all our libraries and value your ideas, especially ones that can be rolled out across all Libraries.
• Assist customers with the library catalogue and help them learn to use the full library offer.
• Ensure seamless stock circulation and management, involving sorting, shelving, tidying, and handling reservations, fines, and membership activities.
• Use data to look at the business in different ways, ensuring that we focus on the customer and staff to improve what we offer.
• In smaller libraries, help with unlocking/locking up and act as a trusted keyholder.

Experience and Qualifications

• Possession of a Driving Licence
• Demonstrated ability to use IT systems, or the ability to learn them
• Customer service experience in any area
• Confidence in speaking to customers and signposting them to Library services, other parts of the Council services, and partner organisations
• Enthusiasm and ideas
• Enjoy working within a team to make us as brilliant as possible

Due to the different areas where you may work, the role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle. Expenses are paid in accordance with council policy.

All qualified applicants will receive consideration for employment.