Libraries Customer Advisor - Ferndown Cluster

Dorset Council UK; Ferndown; On-site; GBP 23,000 - 27,000; Full time

Job summary

Dorset Council Library Service is seeking a Customer Advisor to support lifelong learning, digital engagement, and inclusive access to resources across our libraries in Dorset. You will help enrich cultural experiences, assist with digital technologies, and work with colleagues to deliver welcoming community spaces.

You will engage diverse customers, organise activities, and promote a range of council services while contributing to Outreach and events across multiple sites.

Qualifications

• Be skilled in using IT systems including Microsoft Office.
• 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 community; be a team player, but 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

Responsibilities

• 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

Skills

Customer service

IT literacy

Communication

Organisational skills

Tools

Microsoft Office

Job description

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.

• 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

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

If you share our values and are ready to make a difference, We can’t wait to receive your application