Library Customer Service Assistant (F/T)

Full Job Description

• Provide a high-quality, efficient, responsive, and cost-effective frontline customer service that meets the diverse needs of the community and complies with the council's customer promise, statutory requirements, guidance, and codes of practice.
  
• Contribute to a multi-tasked team responsible for the provision of an excellent and outstanding front-line library, learning, and information service, providing information, advice, and assistance to customers, both residential and those internal to the organization, directing them to the most appropriate resource where necessary.
  
• Assist in the delivery of the national Libraries Connected Universal Offers (Culture, Digital & Information, Health, Reading) and the Libraries Connected 'Children's Promise'. Provide an interface between the council's digital platforms and customers who require further support and contribute to the delivery of the Customer Service Transformation Plan.
  
  
• Act as the primary point of contact for customers, providing assistance, signposting, and positive solutions via face-to-face interactions, telephone calls, or digital means. Collaborate with a team of Customer Service
  
• Advisors and Assistants to contribute to the daily operation of the Idea Store. Greet Idea Store users, promote Idea Store services and stock, and ensure that high customer service standards are met by making customers feel welcome and at ease.
  
  
• Provide assistance to callers while considering their individual needs and offer general advice on other council services as appropriate, maintaining a polite, courteous, efficient, and effective demeanour at all times to achieve the highest standards of customer care. Promote a good external perception of the council by providing a high level of customer care, ensuring that all customers are dealt with efficiently and effectively, and offering assistance to those with special needs who might require it.
  
• Encourage suggestions and comments, and deal with complaints in a professional manner. Support the Idea Store's objectives by covering the shop floor and enforcing the Library Bye-Laws and regulations in collaboration with security staff and other colleagues. Assist in case of staff shortages by working flexibly to ensure the smooth running of services.
  
• Perform shelving duties, remove stock, process new items, promote them, and assist in the stock-taking process, adhering to procedures and guidance. Register new members in accordance with the Idea Store protocols and assist customers in using self-service systems.
  
• Assist in the delivery of the Idea Store offers for adults and children such as, storytelling, reader development, homework clubs, primetime, etc.
  
• Support and facilitate learning and library activities in Idea Stores by adhering to established guidelines and procedures, and assisting users in utilising appropriate learning resources, equipment, and facilities.
  

• A comprehensive understanding of the contemporary purpose of a public library and/or adult learning provision.
  
• Thorough knowledge and proficiency in managing a fast-paced service point.
  
• A solid knowledge base and genuine interest in books.
  
• Familiarity with the impact of equality of opportunity principles on service delivery in a multicultural environment.
  

• Ability to demonstrate exceptional engagement with all customers, including children, within the context of the Idea Store, which is located in Tower Hamlets. Excellent verbal, written, and interpersonal communication skills, as well as experience in coaching new team members
  
• Experience using IT systems, including the Microsoft Office suite, is essential.
  
  
• Strong organisational and time management skills, as well as the ability to perform tasks requiring close attention to detail, are necessary.
  
  
• Experience leading on project work is required.
  
  
• Experience in retail merchandising is advantageous.
  
  
• Multi-tasking abilities, the ability to prioritise and handle competing demands in a busy customer environment, are highly desirable.