GLPC Job Description Non-Manager

Job Title Customer Services Assistant

Department Community Well-Being

Section Cultural Services

Grade Scale 4

Reports to Customer Services Officer

Staffing None Responsibility Organisation Please attach organisation structure

Job Purpose:

To provide friendly, helpful and inclusive library services to customers. To maintain the library in a tidy and attractive manner, ensuring smooth running of services and accessibility by customers and staff. To assist Customer Service Officers and Development Officers in the day-to-day delivery of services in the designated library.

Principal Accountabilities and Responsibilities:

1. Assisting customers in person and on the telephone, providing an efficient and friendly service. 2. Greeting customers and making them welcome 3. Ensuring effective issue and return of library stock and, where possible, assisting customers in the use of self service machines. 4. Daily cash handling, including the use of tills. 5. Listening to customers, and recording their comments as appropriate 6. Answering customer enquiries or referring them to other staff, or other sources of information. 7. Assisting new customers in joining the library. 8. Preparing stock to ensure it is available to customers. 9. Maintaining the appearance of the library, in accordance with health and safety regulations. 10.Withdrawing stock, under the direction of the Development Officer. 11.Shelving and tidying library stock. 12.Assisting in the preparation and mounting of displays and exhibitions. 13.Assisting in the planning, promotion and delivery of library events, including storytelling, children’s activities and other reading promotional initiatives. 14.Supporting the information function of the library by displaying current leaflets and posters. 15.Using and promoting ICT services, supporting and advising customers as needed. 16.Opening and closing a library in the absence of the Customer Services Officer, and initiating minor building repairs if urgently needed. 17.Assisting the Customer Services Officer in the daily recording of performance information and ensuring this is timely and accurate. 18. Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well being of children and vulnerable adults. 19.Carry out duties with due regard to the Council’s Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures. 20.Undertake any other duties commensurate with the general level of responsibility of this post.

DBS Status Basic

Politically Restricted No Person Specification

Job Knowledge, Skills & Experience: Specify the qualifications, experience, skills and abilities required.

Knowledge and Qualifications:

 Knowledge and understanding of different types of stock

Experience:

 Experience of working in a multi skilled team

 Experience of working in a front line Customer Service Environment

 Can demonstrate a knowledge of assisting in organizing and promoting events

 Experience of cash handling

Skills and Abilities:

 Ability to understand varied filing systems e.g. Alpha-numerical

 Demonstrate the ability to work unsupervised

 Ability to understand verbal and written instructions

 Able to use Microsoft packages and general office equipment

 Able to respond to Customer enquiries both face to face and via telephone

 Able to deal politely, efficiently and courteously with a wide range of individuals, ensuring they are made at ease and assisted with their enquiries.

 Ability to communicate effectively, verbally and in writing, with staff, customers and stakeholders

 Ability to work with a wide range of partners to deliver services

 Ability to learn and use new technology e.g. self-service, electronic downloads, library management systems etc. to help customers with their searches and enquiries  A commitment to and understanding of the principles of Customer Care in both employment and service delivery

 A commitment to and understanding of the principles of Equal Opportunities in both employment and service delivery

 Able to work unsocial hours, and at weekends.

 Able to work at any service point in Libraries, Arts and Heritage