Supply Library & Customer Service Assistant

1. We are recruiting supply staff to cover for holidays and other staff absences in our libraries.
2. The postholder will be part of a team supporting individuals with complex disabilities who live in their own home or shared accommodation in the community.
3. You will Deliver excellent customer services at the first point of contact, providing resolution as appropriate and signposting customers to the right person/department.

Job Reference: HCLO00007W3HRE

Location: Various Locations

Salary: Grade 5, £13.24 per hour

Hours: As and When Required

We are recruiting supply staff to cover for holidays and other staff absences in our libraries.

We are looking for enthusiastic individuals to deliver excellent library and customer service at our libraries.

An enthusiasm for books and reading, and a general knowledge of information sources is required, as well as an aptitude for assisting library users with digital services and reading activities.

The ability to speak Welsh and English fluently is desirable. The hours may include Saturday mornings. 

Job Purpose:

To deliver first class customer service, providing frontline library services, information and advice on all Council services and partner agencies at the first point of contact, using the most appropriate method to meet customer needs.

Principal Accountabilities & Responsibilities:

• Deliver excellent customer services at the first point of contact, providing resolution as appropriate and signposting customers to the right person/department.
• Deliver the wide range of library services, accurately identifying and satisfying customers’ needs by exploiting diverse resources, personal knowledge and creative solutions, constantly demonstrating a high level of customer care skills and confidentiality, and a broad knowledge of sources and the local area.
• Deliver an active reading service, providing advice and assistance to adults and children in choosing books and resources appropriate to their needs, creating effective book promotions, supporting reading groups and advocating the benefits of reading.
• Answer enquiries on a wide range of subjects including Council services, business and employment needs, and local history; and advise and support children and adults with their homework and learning needs.
• Encourage, assist and enable customers to access digital services and IT facilities for themselves, providing support and guidance particularly in relation to more vulnerable residents and the digitally excluded, to support channel shift.
• Undertake regular operational duties including financial transactions and cash handling, accurate use of specialist online library management systems, data input and handling, regular stock maintenance procedures, and IT problem-solving.
• Receive, issue and process payments for the Authority and collate the banking.
• Actively promote and market a welcoming and customer-focussed service to current and potential users through a range of activities and events, both online and in person, including organising and supervising activities for children.
• Take day-to day responsibility for the safety and security of customers, library buildings, stock, monies and equipment.
• Assist in ensuring that information provided by the Council and partner agencies for use in the delivery of services is updated as necessary.
• Monitor, identify and highlight customer trends to ensure continuous improvement in the delivery of Council Services whilst meeting the digital agenda and presenting the council in a positive light.