Customer Service Advisor (Towcester Library)

West Northamptonshire Council; Towcester; On-site; GBP 21,000 - 25,000; Full time

Job summary

West Northamptonshire Council is seeking a proactive library front-facing assistant for Towcester Library to deliver high-quality customer service and run engaging activities for communities, children and families.

You will greet visitors, handle enquiries, promote volunteering opportunities and mentor volunteers, ensuring a welcoming, safe and well-run library environment. The role may require weekend shifts and occasional travel to other locations to support services.

Qualifications

• Can you provide excellent customer service to all visitors to Towcester Library?
• Are you motivated and enthusiastic with a proactive approach?
• Are you creative and excited about delivering and supporting memorable activities for children and their families?
• Are you passionate about serving your local community and seeking partnerships with local organisations to benefit library customers?

Responsibilities

• Provide a welcoming and professional first point of contact for a wide range of customers, handling enquiries and identifying customer needs to ensure a positive and effective resolution.
• Promote volunteering opportunities and support the recruitment, coaching and mentoring of volunteers and junior team members, helping to maintain high standards of customer service across the organisation.
• In the absence of the Library Manager, you will assume responsibility for the safe and effective operation of the library, making appropriate decisions to ensure the health, safety and security of customers, staff, volunteers and the building.

Job description

About the role

We aim to empower our customers by supporting them to become digitally fluent, and together with our core offer of reading materials and learning, we offer traditional services alongside a fast-paced and busy work environment to challenge and develop the successful candidate.

You will work as part of a team, where you will use your customer-facing skills to deliver a wide range of frontline LibraryPlus services to a high standard, including the provision of activities and services for communities, children, and families. As well as joining new borrowers and answering enquiries about books, you will also assist customers with West Northants Council queries such as Blue Badge and concessionary bus pass applications, making this an ideal opportunity for an excellent communicator. Supporting, mentoring, and coaching, you will promote and enable a diverse range of volunteering opportunities in the library and wider community.

This role will require regular weekend working (typically one Saturday in every four week cycle) and regular weekly shifts that finish at 6pm. Candidates will need to be flexible to the business needs of the service, including the ability to travel to other locations as required.

The role will be based at Towcester Library.

What will you be doing?

You will provide a welcoming and professional first point of contact for a wide range of customers, handling enquiries and identifying customer needs to ensure a positive and effective resolution.

A key aspect of the role will be promoting volunteering opportunities and supporting the recruitment, coaching and mentoring of volunteers and junior team members, helping to maintain high standards of customer service across the organisation.

In the absence of the Library Manager, you will assume responsibility for the safe and effective operation of the library, making appropriate decisions to ensure the health, safety and security of customers, staff, volunteers and the building.

About you

Can you provide excellent customer service to all visitors to Towcester Library?

Are you motivated and enthusiastic with a proactive approach?

Are you creative and excited about delivering and supporting memorable activities for children and their families?

Are you passionate about serving your local community and seeking partnerships with local organisations to benefit library customers?

If so, you might be the person we are looking for.

Our benefits

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

About us

At West Northants Council, it's about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is 'to make West Northants a great place to live, work, visit and thrive'. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email [e-mail] for support.

West Northants Council, where careers thrive.