Libraries Customer Advisor - Ferndown Cluster

Dorset Council; Ferndown; On-site; GBP 17,000 - 21,000; Part time

Job summary

Dorset Council is seeking a Customer Advisor for its Library Service in Ferndown cluster, Verwood and West Moors. The role is part-time (19 hours) with pro rata salary reflecting 37 hours. You will enhance customer experiences and enable access to library resources and digital technologies across multiple sites.

You will work with colleagues and partners to deliver inclusive services, support digital literacy, and run engaging activities for all ages. Training and development are encouraged.

Qualifications

• Experience in customer-facing roles, ideally in libraries or public services.
• Good IT literacy with familiarity of Microsoft Office and basic digital platforms.
• Strong communication skills and ability to engage with people of all ages.

Responsibilities

• Deliver high standards of customer service and manage day-to-day library operations.
• Assist users with physical and online resources to enhance their experience.
• Promote library and council services to meet diverse community needs.
• Support digital engagement through self-service terminals and public computers.
• Organise/participate in multi-generational learning activities and events.
• Maintain welcoming, safe, and accessible spaces across sites.
• Handle bookings, payments, and stock; support outreach and marketing.

Skills

Customer service

Communication

IT literacy

Organisational skills

Teamwork and collaboration

Tools

Microsoft Office

Library IT systems

Job description

About the role

This role offers a unique opportunity to enrich and transform community lives, through tailored support, engagement in diverse cultural, social and learning activities, and the promotion of digital literacy.Join us in our mission to transform how our communities interact with information, technology, and each other, making Dorset a better place to live, work, and explore.

What’s in it for you?

As a Customer Advisor at Dorset Council’s Library Service, you’ll join a dynamic team dedicated to making a significant impact on our communities. In this rewarding role, you’ll support lifelong learning and digital engagement, enrich cultural experiences, and ensure our spaces are accessible and inclusive for everyone.

You’ll work with a diverse range of people, enjoying the variety and inspiration this brings. By enhancing customer experiences and community services,you’ll have the chance to make a real difference by empowering and connecting individuals and the broader community.

Your creativity and innovative ideas will be valued as you contribute to a forward-thinking library service that embraces collaboration. You will build strong working relationships as you work closely with colleagues and partners, sharing knowledge and exploring new service delivery opportunities.

You’ll have an opportunity to hold and support some of our fun events and workshops, such as Lego and Coding clubs, dance workshops and reminiscence sessions.As well as making a difference, there will be plenty of opportunities for personal and professional development. You will have the chance to enhance existing skills and learn new ones, supported by a focus on continuous learning, development, and overall wellbeing within the service.

Our inclusive culture values every team member’s opinion, creating a space where you can share your insights and benefit from the collective expertise of the library teams.We are committed to innovative service delivery, always seeking new ways to collaborate with colleagues and partners.

What you will be doing:

As a Customer Advisor, you’ll play a pivotal role in supporting our mission to inspire, connect, and enable our communities by facilitating access to library resources, services, and digital technologies, ensuring an inclusive and responsive library experience.

You’ll enhance the library experience for all visitors, making a real difference in communities by:

• Delivering high standards of customer service and managing the day-to-day service offer
• Assisting users in accessing a broad range of physical and online resources, enhancing their library experience
• Personalising interactions and promoting library and council services to meet the diverse needs of the community
• Supporting digital engagement through assisting with self-service terminals, public access computers, and mobile device use
• Organising and delivering multi-generational activities and events focused on learning opportunities, innovation, health, and lifelong learning
• Ensuring the library remains a trusted, safe, and accessible space for community members to gather and access information
• Handling administrative tasks such as managing bookings, processing payments, and maintaining stock levels
• Contributing to the marketing and promotion of library services, engaging in community outreach
• Working flexibly across multiple locations and participating in outreach activities to meet the needs of our customers

About you:

To be successful in this role, you will:

• Be skilled in using IT systems including Microsoft Office and have a basic understanding of digital platforms
• Have a strong foundation in customer service, ideally with experience in a face-to-face environment
• Possess excellent communication skills, capable of engaging with people of all ages and backgrounds
• Be organised, with the ability to prioritise tasks and respond flexibly to the changing needs of the service
• Demonstrate resilience under pressure, maintaining a welcoming and facilitative manner even during busy periods
• Have a commitment to promoting equality, diversity, and inclusion within the communitybe a team player, eager to work collaborativelybut also capable of working independently and taking on key holder responsibilities
• Meet the travel requirements of the position, with access to transport for visiting various sites and conducting outreach work

About us:

Within our libraries service our aim is: To Inspire, Connect and Enable our communities through our services.

• Inspire:To enrich lives through universal access to information, knowledge, learning, literacy, and culture
• Connect:To connect with and meet the needs of our communities
• Enable:To create accessible, inclusive spaces for our communities to share and use

We’re committed to investing in the development of our workforce and volunteers, to deliver services that meet current and future community needs and exceed customer expectations.

Our values:

• Welcoming:inviting and welcoming all visitors to our services
• Inclusive & impartial:valuing all voices and supporting varying needs of our communities
• Enabling:supporting positive change for our residents
• Responsive:a customer focused, evolving, adaptable service

Further Information

This is a part time role for 19 hours. The advertised salary is based on 37 hours and will be pro rata depending on the hours offered.

You will be expected to work across libraries in Ferndown, Verwood and West Moors, please see the attached 'Ferndown cluster rota'PDF outlining the rotas we have for the available positions.

About Us

At Dorset Council, it's not just about the work we do, it's about how we do it. Hear directly from our employees about what makes Dorset Council special in this short video:

At Dorset Council, we are working together to create a fairer, more prosperous, and more sustainable Dorset for everyone, now and in the future.

• provide essential services that support over 300,000 residents
• work in partnership to make a real difference
• value every role and the impact it has on our communities
• support our employees to grow, develop, and thrive

you will:

• be part of a team that works together for a better Dorset
• have access to a range of benefits and support
• receive training and development opportunities to help your career progress

We are committed to building a diverse and inclusive organisation where different skills, perspectives, and backgrounds strengthen both our council and the communities we serve.

We welcome applications from everyone and are proud to be a Disability Confident Employer. If you declare a disability and meet the essential criteria for the role, we will offer you an interview. We also want our recruitment process to be accessible, if you need any reasonable adjustments, just let us know on your application.

This role is UK-based, and we will need to confirm your Right to Work as part of the appointment process. We use generic job descriptions and person specifications, so the job title in any attachments may differ from the advert. If needed, we will provide additional details in a context statement.

If you’re passionate about making a difference, we’d love you to join us.