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Saturday Customer Service Adviser (Abingdon Library) OCC13938

Job Details:


Salary Range: £18,426 - £22,021 pro-rata, per annum (career-graded, please see Essential Criteria below)

Work Location: Abingdon Library

Hours per week: 6

Contract type: Permanent

Closing date: Sunday 25th August 2019

Interview date: Monday 9th September 2019


Saturday Customer Service Adviser:


We are looking for a committed and enthusiastic person to work for Oxfordshire Library Service.


We have a Saturday vacancy at Abingdon Library for a Customer Service Adviser.


In this job, you will be the first point of contact with members of the public, partners, agencies and other teams and services, handling basic enquiries via a variety of channels and signposting to information and services appropriately.


Job Purpose:


  • You will deliver an efficient and effective service to customers, maintaining high standards of customer service
  • You will be responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these policies, including:
    • familiarising yourself with the council’s policies on safeguarding children and vulnerable adults
    • acting according to the inter-agency safeguarding procedures of the Oxfordshire Safeguarding Children Board and Oxfordshire Safeguarding Adults Board whenever you have a safeguarding concern about a child or an adult
  • You will work in accordance with the Corporate Values
  • You will work on a one-to-one and group basis with unaccompanied children attending the library; leading children’s groups and supporting children with the use of library equipment
  • You will attend children’s settings and supervise volunteers who attend the library to work with unaccompanied children


Role Responsibilities:


  • Deal with enquiries from the public, OCC staff and partner agencies
  • Signpost service users and escalate enquires and complaints
  • Support customers to use digital services and self-service kiosks
  • Undertake basic administrative duties, including assisting with the completion of forms and applications, processing requests and issuing documentation
  • Promote the Council by providing information on services and participating in promotional and activities and events
  • Logging information onto various systems
  • Promote and contribute to the delivery of core universal library offers (reading, information, health, digital, learning and culture) 
  • Library support work, including cash handling, stock control, shelving, reservations, membership enquiries and display work
  • Supporting the delivery of universal children’s services
  • Carry out any other duties determined by the Team Leader or Library Manager
  • Commitment to and understanding of the principles of Equal Opportunities for all, in employment and the delivery of services


Essential Criteria:



  • Level 2 qualification e.g. English & Maths GCSE (C), NVQ level 2 or equivalent, or ability to evidence the equivalent level of knowledge gained through work experience (Grade 4)


Relevant Experience

  • Previous customer service experience within a Local Authority or similar environment (Grade 4)
  • Takes responsibility for delivering excellence in customer service through active feedback and a good understanding of diverse customers and service delivery channels (Grade 4)
  • Customer service centre or library experience essential (Grades 5&6)


Interpersonal skills

  • Good verbal communication skills and basic written communication skills (Grade 4)
  • Good accuracy and attention to detail skills (Grade 4)
  • Listens to others and communicates with sensitivity and understanding (Grade 4)
  • Methodical, organised and ability to follow procedures and maintain confidentiality (Grade 4)
  • Uses initiative and can respond independently to unexpected problems and situations (Grades 5&6)


Personal Qualities

  • Acts with honesty and integrity and responds positively to change (Grade 4)
  • Accepts and responds to constructive feedback. Identifies and takes up opportunities for self-development (Grade 4)
  • Delivers against personal objectives and supports achievement of team and service objectives (Grade 4)
  • Evidences how they work in accordance with the Corporate Values (Grade 4)


Skills and Knowledge

  • ICT skills (Grade 4)
  • Ability to deputise for manager in their absence and be designated key holder and undertake building management activities (Grades 5&6)
  • Ability to manage and guide calls and enquiries effectively (Grades 5&6)
  • Ability to guide, supervise and allocate work of others as required (Grades 5&6)
  • Ability to train volunteers to undertake library duties (Grades 5&6)


Special Requirements

  • Aptitude for dealing with money and cash handling (Grade 4)
  • A flexible approach to working hours and locations; staff can be directed to alternative locations (Grade 4)
  • Awareness of diversity of service users and a commitment to provide an effective service to all (Grade 4)



Desirable Criteria:

  • Customer Care qualification


Progression Through the Grades:


Post holders on Grade 4 may be considered for re-grading to Grade 5, and those on Grade 5 considered for re-grading to Grade 6. The review process will be dependent on experience and/or qualifications matched to the career progression criteria.


The regrading process will have particular regard to:

  • Experience in dealing with the full range of complaints and enquiries and greater knowledge of the breadth of services being delivered
  • Proven record in relation to;
    • dealing with complex enquiries, complaints and escalations and seeing these through to completion
    • subject matter expert in one or more services delivered by the service and providing support for other team members
    • identification of opportunities for process improvements
  • Demonstrate a high level of communications skills
  • Good conduct and performance in all duties undertaken
  • Progressive levels of team/workload organisation


Vetting Requirements:


This post is subject to a Criminal Records Check.


Contact details for an informal discussion:


Please call Lisa Center or Kim Kearney on 01235 520374.


Our Organisation is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

As a Disability Confident employer we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education we guarantee an interview for our apprenticeships. 

All posts, unless stated otherwise, are open to flexible working arrangements.

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