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Job Description

Library Customer Service Adviser

Inspire: Culture, Learning & Libraries

Grade 3

Job Purpose

To act as the public face of Inspire, proactively promoting, advocating, signposting, delivering and/or supporting the full range of Inspire Cultural, Learning, Library and Information Services to customers

Key Responsibilities

1. To engage with customers, providing direct help, support, guidance and high-quality customer service to enable them to fully access and benefit from the Inspire offer available at whichever library they are working in or sign post customers to the relevant Inspire Digital Services or other library venues as needed by the customer.

2. To carry out all support tasks and complete all administrative processes required for the delivery of and to ensure the quality of the Inspire offer

3. To organise, promote, deliver and report on centrally programmed events and locally created activities to existing customers as well as new and potential customers within and outside of the library building.

4. To work flexibly within libraries and across library locations under the direction of District and Site Managers to meet business needs and customer demand.

5. To train and support newly appointed staff, volunteers and participants in work experience programmes to perform their job or role under the direction of the District or Site Manager

6. To collaborate with volunteers and Inspire Members, recognising the value and distinctive contribution volunteers can make, to deliver enhanced service provision.

7. In the absence of the Site Manager, be responsible

a. to open, lock up and ensure the security of the library site as required

b. for the maintenance and working order of library equipment

c. for the management of the building including dealing with contractors and reporting any building and operational problems that cannot be resolved locally to appropriate colleagues

d. to carry out keyholder duties as appropriate for library buildings.

The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines, all funder’s contractual requirements, and professional best practice.

The post holder will perform any duties or tasks assigned by management required to meet service needs as appropriate to the role.

The post holder will assume the role of Appointed Person and/or First Aider as required

Education and Knowledge Required for the role

1. Comprehensive knowledge of the principles and practices of excellent customer service.

2. Knowledge of and interest in the Library Service and its services.

3. Knowledge of and interest in cultural and learning services

Skills and Experience

4. Experience of working in, and contributing to, a team and an understanding of teamworking.

5. Experience of working with the public of all ages, as paid employee or as a volunteer in a customer facing role.

6. Experience of organising your own work

Library Customer Service Adviser

Inspire Competencies

Grade 3

Competency

Level

How we work at Inspire

Customer Service

3

1. Demonstrates effective customer service skills – in person, online, email or on the phone - identifies and satisfies customer needs, adjusting their style with a friendly and professional approach as appropriate for the customer, respecting confidentiality, equality & diversity and prioritises the customer over tasks where appropriate

2. Responds positively to customer concerns, acts to resolve or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague

3. Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate

Deliver the service offer

3

1. Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers – to meet their immediate needs and other services that could be of interest or benefit them

2. Embraces any changes to the offer and any associated changes to processes or working practices positively, takes responsibility for their own development and engages with and makes the most of development opportunities provided

3. Shares feedback about the Inspire offer with their line manager and contributes to meetings, discussions and related activities to ensure service delivery and/or improve our offer

Communicating Well

3

1. Communicates clearly and effectively in person, on the phone and in writing respectfully and in a style appropriate to the person and situation and uses and engages with Inspire’s online communications

2. Communicates effectively in a meeting or other group situation, respectfully and in a style appropriate to the group and situation with a solutions-based / can-do approach

3. Debates, positively challenges and/or discusses issues with colleagues and line manager, sharing views and acknowledging and respecting the views of others, seeks to reach agreement and respects the final decision made

Working Together

2

1. Adopts a friendly, helpful, supportive and respectful manner when working with others

2. Acts in a way that shows they are trustworthy, reliable and transparent in their dealings with others, respecting privacy and confidentiality as appropriate

Managing Others

N/A

Leading the Way

1

1. Incorporates the spirit of Inspire’s mission, vision and values in the work they do with customers, colleagues and stakeholders, plays their part in implementing Inspire policies and procedures and management decisions

Working

Efficiently & Cost

Effectively

2

1. Uses Inspire resources and their time effectively to meet service demand, objectives and/or targets

2. Plans ahead, making best use of time and resources available to achieve service delivery, maximising the use of technology available, minimising unnecessary travel or waste, prioritising work and working within spending limits

Skills and

Qualifications

2

1. GCSE (Grades 4-91 [previously A-C]) Inc. English and Maths or Level 2 Diploma (1st Diploma) Including: Demonstrable IT Skills (Inspire Recruitment Activity/test)

• Use of Internet – information searching, Microsoft Office – Basic Skills

• Good verbal and written communication skills