Customer Adviser

What will you be doing?

Provide a first point of customer service for a diverse range of customers and enquiries. Using enquiry skills, identify customer needs and the appropriate resolution. To understand and deliver the Quality Standards for Presentation and Behaviour which contribute to the customer care ethos. 

Be familiar with the current offer provided by partner organisations, including the internal partners such as Adult Learning and Registration Services, to support them in delivering their services and to refer and signpost customers effectively.

Promote volunteering opportunities. Recruit, coach and mentor volunteers and junior members of the team to ensure the delivery of excellent customer service. To provide and support activities and services for the whole community including those for families with children under 5 (such as Rhymetime)

To undertake tasks and activities relating to the day-to-day operation of the library and to be responsible, in the absence of the Library Manager, for making decisions and taking appropriate actions to ensure the health, safety and security of users and the building. To be familiar with and comply with all policies and procedures relating to health and safety within the service.

About you

To work as part of a team, delivering a wide range of frontline LibraryPlus services to a high standard.

To support and coach customers to develop their IT skills, enabling them to self-serve using the WNC website and other online services effectively and confidently.

To understand the volunteer journey and promote volunteering opportunities in libraries and the wider community. To support and coach library volunteers

Our benefits

We offer a wide range of benefits to our employees, these include:

• Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
• Cycle to Work scheme. 
• Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
• Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
• Car Lease scheme via Tusker.
• Payment of professional subscription / membership - If your job description requires that you are registered with or are a member of a professional body, WNC will pay for your professional subscription or membership fees.
• Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
• Commsave- Free membership to Commsave Credit Union who provide a variety of savings accounts, loans, a monthly lottery draw and more!
• Ongoing training and development opportunities.
• A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
• Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
• Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.

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. 

Hear more from our Chief Executive, Anna Earnshaw, about what it's like to work at West Northants Council https://youtu.be/lV0EfeUF4aU  

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 careers@westnorthants.gov.uk for support.

West Northants Council, where careers thrive.