SENIOR HUB OFFICER (LIBRARY)

Cardiff Council; Cardiff; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Flexi working scheme

LGPS pension scheme

Training & development

Equality networks

Hybrid working opportunities

Wellbeing support

Cycle to Work

Job summary

Cardiff Council is seeking a committed Senior Hub Officer Library to join the Central Library Hub Team in Cardiff. You will help deliver a full library service, support hub events, provide friendly front-line customer service, and assist residents with Housing Benefit, Council Tax Reduction and other council services.

The role supports hybrid working and offers opportunities for training and development. Weekend/evening rota, mentoring colleagues, and working with partners to maximise hub use

Qualifications

• To provide a professional, high quality, customer focused face-to-face service.
• To ensure delivery of a full Library service, creating book displays, quality-checking bookshelves and ensuring service delivery maintains a high standard.
• To encourage new Library members & provide an informative customer focused Library service.
• To assist with the promotion of library related services through participation in events, story times, displays and exhibitions – including school visits.
• To advise on all aspects and a wide range of general Council services resolving enquiries at the first point of contact wherever possible.
• To encourage financial and digital inclusion by providing practical assistance and advice.
• To resolve enquiries wherever possible at first customer contact, where this is not possible refer to other officers or sections following agreed referral processes.
• To act as a customer advocate taking ownership of enquiries and ensuring complaints are resolved at the earliest opportunity.
• To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team, providing cover for other officers, contributing to the work of the team as a whole, and changing location at short notice as required.

Responsibilities

• The delivery of a full Library service and participation in the delivery of Hub/Library events, such as Story time, Rhyme time, Book clubs etc.
• Supporting customers using Hubs & Libraries, provide customer focused delivery of Hub & Library services and information provision.
• To act as a mentor and to provide support to other officers. Engage with partners to maximise the use of the Hub to include supporting and arranging events & encouraging tenant participation.

Job description

An exciting opportunity has arisen for a committed individual with excellent customer service skills to join our Central Library Hub Team. The hubs provide a professional front line advice service to customers on Housing Benefit & the Council Tax Reduction scheme, Housing including the Welfare Reform Act and a wide range of council services including library provision.

We take the welfare of our staff seriously and strive to always create a positive working environment ensuring that our amazing workforce feel respected and valued.

Here are some examples of how we try and achieve this:

• A generous annual leave entitlement.
• Adaptable working arrangements, which can include a flexi scheme allowing you to work a schedule that suits you and meets the needs of the service.
• Access to the Cardiff & Vale of Glamorgan Pension Fund which is part of the Local Government Pension Scheme (LGPS), offering a reputable, secure and flexible pension plan.
• Guaranteed access to further Training & Development to give you the opportunity advance your career with us.
• Access to employee equality networks for support, guidance and socialising (these networks include the Black, Asian & Minority Ethnic Network, Carers Network, Disability Network, LGBT Network & the Women’s Network).
• Hybrid working opportunities
• Access to comprehensive employee wellbeing support.
• Access to the MyAdvantages Employee Benefits Platform (which includes access to the Council’s Cycle to Work Scheme and exclusive discounts at retailers such as Asda, Tesco & Ikea).

About the job

The Senior Hub Officer Library will be responsible for:

• The delivery of a full Library service and participation in the delivery of Hub/Library events, such as Story time, Rhyme time, Book clubs etc.
• Supporting customers using Hubs & Libraries, provide customer focused delivery of Hub & Library services and information provision.
• To act as a mentor and to provide support to other officers. Engage with partners to maximise the use of the Hub to include supporting and arranging events & encouraging tenant participation

Weekend and evening working will be required on a rota basis and location of work may vary.

What We Are Looking For From You

• To provide a professional, high quality, customer focused face-to-face service.
• To ensure delivery of a full Library service, creating book displays, quality-checking bookshelves and ensuring service delivery maintains a high standard.
• To encourage new Library members & provide an informative customer focused Library service.
• T o assist with the promotion of library related services through participation in events, story times, displays and exhibitions – including school visits.
• To advise on all aspects and a wide range of general Council services resolving enquiries at the first point of contact wherever possible.
• To encourage financial and digital inclusion by providing practical assistance and advice.
• To resolve enquiries wherever possible at first customer contact, where this is not possible refer to other officers or sections following agreed referral processes.
• To act as a customer advocate taking ownership of enquiries and ensuring complaints are resolved at the earliest opportunity.
• To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team, providing cover for other officers, contributing to the work of the team as a whole, and changing location at short notice as required.

Additional information

The interview process for this role will be held in person or alternatively on a virtual basis using an appropriate online platform. The hiring manager will advise of the interview format as part of the recruitment process. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact [e-mail]

This post is temporary until 31/10/2027.

Internal candidates wishing to apply on a secondment basis must obtain approval before submitting an application using Form SEC1 (4.C.081). Approval must be obtained from the relevant Director, Assistant Director, Chief Officer, or a nominated senior officer graded no lower than OM2. For school-based employees, approval must be obtained from the Headteacher or Governing Body.

This vacancy is suitable for post share.

Appointment to this post is subject to a Standard Disclosure and Barring Service (DBS) check.

We understand you may use AI and other resources when completing your application. However, all information provided must be factually accurate, truthful, original and must not contain work or ideas that are not your own.

We welcome applications in both English and Welsh. Applications submitted in Welsh will not be treated less favourably than those submitted in English.

Please note that Cardiff Council does not accept CVs. When completing the Supporting Information section of the application form, applicants should refer to the guidance available on our website :

Job Category Communities

Department Housing & Communities

Working Pattern/Contract Type Full Time Temporary