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Customer Service Adviser (Library) OCC7000

Job Details:

Salary Range: £17,007 - £20,541 (career graded progression)

Work Location: Littlemore Library, Oxford

Hours per week: 3

Contract type: Permanent

Closing date: 21.01.2019

Interview date: 28.01.2019

Advert Text:

We are looking for a committed and enthusiastic person to work for Oxfordshire Library Service in Littlemore Library.  Our network of 43 public libraries plays a key role in providing access to library and wider council services and you will be joining us at an exciting time as we support Oxfordshire County Council's move to deliver services digitally and ensure the right levels of assistance are in place to support our customers. 


We have a part time vacancy at Littlemore for a Customer Service Adviser to work every Saturday morning.


Customer Service Advisers are 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:

The job holder will be first point of contact with members of the public, partners, agencies and other OCC teams and services. They will be expected to deliver an efficient and effective service to customers whilst maintaining high standards of customer service.


This post holder is responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these policies. This includes:

  • 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 and competency framework.


Library workers will be working on a one to one and group basis with unaccompanied children attending the library. They will lead children’s groups and support children with the use of library equipment. They will attend children’s settings and supervise volunteers who attend the library to work with unaccompanied children. This will require an Enhanced DBS check

Role Responsibilities:

  • Deal with basic enquiries from the public, OCC staff and partner agencies via a variety of channels, be able to signpost service users appropriately and escalate escalate enquires and complaints as necessary
  • Support customers to use digital services and in libraries to use self- service kiosks
  • Undertake basic administrative duties relating to services within the CSC and /or library. This includes the provision of information and support with completion of forms and applications by service users and where appropriate process requests and issue documentation
  • Promote the Council, provide information on a range of services and participate in promotional and developmental activities and events across the service
  • Logging information onto various systems, appropriate to the service
  • In a library, promote and contribute to the delivery of core universal library offers (reading, information, health, digital, learning and culture) and provide library support work which includes cash handling, stock control, shelving duties, reservations, membership enquiries and display work
  • In a library participate in supporting the delivery of universal children’s services
  • Carry out all duties which are appropriate to the post as determined by the Team Leader or Library Manager and work as part of a team, including with our volunteers, in order to achieve shared objectives
  • Familiarisation with the Council’s policies on safeguarding children and Vulnerable adults and acting in accordance to the inter-agency safeguarding procedures of the Oxfordshire Safeguarding boards whenever you have a safeguarding concern about a child or an adult
  • Commitment to and understanding of the principles of Equal Opportunities for all, in employment and the delivery of services

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

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



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


Interpersonal Skills

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


Personal Qualities

  • Acts with honesty and integrity and responds positively to change
  • Accepts and responds to constructive feedback
  • Identifies and takes up opportunities for self-development
  • Delivers against personal objectives and supports achievement of team and service objectives
  • Evidences how they work in accordance with the Corporate CHOICE values and competency framework


Skills and Knowledge

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


Special Requirements

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

Desirable Criteria:


  • Customer Care qualification

Vetting Requirements:

This post is subject to a Criminal Records Check.

Contact details for an informal discussion:

Please contact Sharon Ingram on 01865 714309.


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 part time working and job share arrangements.

Job Segment: Customer Service, Part Time

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