Customer Contact & Library Advisor

Ceredigion County Council; Aberaeron; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Flexible working

Training & development

Generous annual leave

LGPS

Staff wellbeing discounts

Bilingual workplace

Job summary

Ceredigion County Council in Wales seeks a friendly, motivated customer service assistant to support customers and library services across Ceredigion. You will be the first point of contact for enquiries, help access services, issue/return stock and validate documents such as DBS and Blue Badge applications.

Join a team that values bilingualism, Flexible working where service needs allow, with strong training, generous leave and LGPS pension.

Qualifications

• GCSEs (or equivalent) including English/Welsh and Mathematics.
• Welsh and English language skills at Level 4 across all competencies.
• Previous customer service experience.
• Excellent communication and interpersonal skills.
• Positive, flexible approach to work and a willingness to learn and develop.
• The ability to work effectively as part of a team while delivering high standards of service.

Responsibilities

• Provide a welcoming and professional first point of contact for face-to-face customer enquiries.
• Support day-to-day library operations, including issuing, returning and shelving library stock.
• Validate a range of documents, including DBS applications, Blue Badge applications, certificates and identification documents.
• Manage challenging situations with confidence, responding to enquiries and resolving complaints professionally.
• Process payments and accurately reconcile daily takings.
• Maintain accurate customer records using CRM and Library Management Systems (LMS).

Skills

Customer service experience

Communication skills

Team player

Bilingual (Welsh/English)

Education

GCSEs incl English/Welsh and Mathematics

Tools

CRM systems

Library Management System (LMS)

Job description

Are you passionate about helping people and delivering excellent customer service? We're looking for a friendly, motivated and adaptable individual to join our team, supporting customers and library services across Ceredigion.

This is a varied and rewarding role where you'll be the first point of contact for customers, helping them access services, resolve enquiries and make the most of their local library.

What You'll Be Doing

• Provide a welcoming and professional first point of contact for face-to-face customer enquiries.
• Support day-to-day library operations, including issuing, returning and shelving library stock.
• Validate a range of documents, including DBS applications, Blue Badge applications, certificates and identification documents.
• Manage challenging situations with confidence, responding to enquiries and resolving complaints professionally.
• Process payments and accurately reconcile daily takings.
• Maintain accurate customer records using CRM and Library Management Systems (LMS).

The successful candidate will have:

• GCSEs (or equivalent) including English/Welsh and Mathematics, or relevant experience.
• Welsh and English language skills at Level 4 across all competencies.
• Previous customer service experience.
• Excellent communication and interpersonal skills.
• A positive, flexible approach to work and a willingness to learn and develop.
• The ability to work effectively as part of a team while delivering high standards of service.

We offer a range of benefits designed to support your career and wellbeing, including:

• Flexible working arrangements where service needs allow.
• Excellent training and development opportunities.
• Generous annual leave entitlement.
• Local Government Pension Scheme.
• Staff wellbeing support and employee discounts.
• An inclusive workplace culture that values diversity, equality and bilingualism.

Join us and help deliver high-quality services that support communities across Ceredigion.