About the role
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
Accountable to:
This role is accountable to the Library Manager, responsible for the direct line management of Library Customer Service Advisers and Saturday Assistants. The role sits within Libraries, Museums and Community Hubs, part of the Communities & Opportunities Directorate in West Northamptonshire Council.
What will you be doing?
1. 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. Ensure that volunteers and partner organisations are aware of and adhere to these standards in dayto-day activities.
2. 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.
3. Promote volunteering opportunities. To provide and support activities and services for the whole community including those for families with children under 5 (such as Rhymetime)
4. To be knowledgeable and effective in the use of a variety of IT systems to:
• Process all sales transactions accurately.
• Enrol new members.
• Be competent in the use of the Library Management System.
5. To be responsible for self-development ensuring an awareness of West Northamptonshire Council and LibraryPlus strategies in order to contribute to the continuous improvement, culture, and consistency of service delivery.
6. Actively challenge and seek to eliminate any directly or indirectly discriminatory practice or behaviours.
7. Demonstrate awareness and understanding of other people’s behavioural, physical, social and welfare needs and ensure that reasonable care is always taken for the health, safety and welfare of yourself and other persons.
8. Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description.
Our benefits
You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.
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.
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.
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