About the role
This role is a 6 month fixed term contract (18.5 hours per week).
Do you want to be part of a team providing excellent customer service to the local community? Do you want a role where no two days are the same, where you can make a real difference to people’s lives? Are you a confident communicator with keen listening skills? If so, this might be the role for you.
We have an exciting opportunity to join our LibraryPlus team as a Customer Advisor to deliver a wide range of services and events to the local community. North Northamptonshire Council Libraries are community hubs and our Customer Advisors are at the heart of the frontline assisting customers to develop IT skills, coaching volunteers and dealing with a variety of enquiries. With a wide range of events on offer, our Customer Advisors have the opportunity to plan, organise and deliver events in line with the service plan to a wide audience including adults, families and children.
What will you be doing?
1. 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. Understand and deliver the Quality Standards for Presentation and Behaviour which contribute to the customer care ethos. Ensure that volunteers and partner organisations are aware of and adhere to these standards in day-to-day activities.
2. Be familiar with the current offer provided by partner organisations, including the internal partners such as Adult Learning and Registration Services, to support them in delivering their services and to refer and signpost customers effectively.
3. Promote volunteering opportunities. Recruit, coach and mentor volunteers and newer members of the team to ensure the delivery of excellent customer service.
4. Provide and support activities and services for the whole community including those for families with children under 5 (such as Rhymetime).
5. Undertake tasks and activities relating to the day-to-day operation of the library and 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. Comply with all policies and procedures relating to health and safety within the service.
6. Be knowledgeable and effective in the use of a variety of IT systems to:
o Understand the benefits of social media to develop new audiences and engage with service users.
o Support customers to be confident in using online services, to build a digitally confident community.
o Support business need including promotion of the service and data monitoring.
o Deliver library services to our customers using the Library Management System.
7. Be responsible for self-development ensuring an awareness of North Northants Council and LibraryPlus strategies in order to contribute to the continuous improvement, culture, and consistency of service delivery.
8. Be aware of all targets set for the library and be proactive in supporting the generation of income for your library.
About you
This role is based at Kettering Library in its temporary location of Cornerstone Kettering. This role will require alternative Saturday working and candidates will need to be flexible to the business needs of the service. This post requires an ability and willingness to travel to and to work at other libraries within the area if required.
Next steps:
If you like what you have read and want to know more about the role, please contact Kirstie Stevens by email at kirstie.stevens@northnorthants.gov.uk.
If you wish to apply, please do so via the Recruitment Hub, paying particular attention to the Person Specification attached to complete the Supporting Statement to demonstrate how you meet the requirements.
Closing date for applications is Wednesday 12th February.
Provisional interview date will be Tuesday 25th February.
Why choose us?
We offer a vibrant working environment with:
* a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
* lots of opportunities to develop your skills, knowledge and potential in a large unitary council.
* generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days.
* hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.
We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.
About us
Our Values and Behaviours
Our values define who we are and how we operate, forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery: Customer-focused, Respectful, Efficient, Supportive, Trustworthy.
We are proud to be a recognised Disability Confident Employer and are committed to providing an inclusive recruitment process, offering an interview to disabled applicants who meet the essential criteria for the role.
North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024, highlighting the Council’s pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and is currently working towards achieving Gold status.
We aim to be a carbon neutral Council by 2030.
Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk).
* Closing Date: 12 February, 2025
* Job Category: Libraries
* Location: Kettering Library, United Kingdom
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