Customer Advisor

We aim to empower our customers by supporting them to become digitally fluent, and together with our core offer of reading materials and learning, we offer traditional services alongside a fast-paced and busy work environment to challenge and develop the successful candidate.

You will work as part of a team, where you will use your customer-facing skills to deliver a wide range of frontline LibraryPlus services to a high standard, including the provision of activities and services for communities, children, and families. As well as joining new borrowers and answering enquiries about books, you will also assist customers with West Northants Council queries such as Blue Badge and concessionary bus pass applications, making this an ideal opportunity for an excellent communicator. Supporting, mentoring, and coaching, you will promote and enable a diverse range of volunteering opportunities in the library and wider community.

This role will require regular weekend working (typically one Saturday in every four week cycle) and regular weekly shifts that finish at 6pm. Candidates will need to be flexible to the business needs of the service, including the ability to travel to other locations as required. This post is part time. The role will be based at Towcester Library.

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.

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.
• Be familiar with the current offer provided by partner organisations to support partners 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 in order to ensure the delivery of excellent customer service.
• To provide and support activities and services for the whole community and particularly for those families with children under 5 (such as Rhymetime).
• 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 knowledgeable and effective in the use of a variety of IT systems.
• To be responsible for self-development ensuring an awareness of West Northants Council and LibraryPlus strategies in order to contribute to the continuous improvement, culture and consistency of service delivery.

Be aware of all targets set for the library, and be proactive in supporting the generation of income for your library.

To undertake tasks and activities relating to the day to day operation of the library.

Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.

Carry out any other duties which fall within the broad spirit, scope and purpose of this job description.

About you

• Can you provide excellent customer service to all visitors to Towcester Library?
• Are you motivated and enthusiastic with a proactive approach?
• Are you creative and excited about delivering and supporting memorable activities for children and their families?
• Are you passionate about serving your local community and seeking partnerships with local organisations to benefit library customers?
  
  

If so, you might be the person we are looking for.

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

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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.