Customer Services Assistant - Library

Library and Adult education from London Borough Tower Hamlets council.

JOB SUMMARY:

Provide a high quality, efficient, responsive, and costeffective 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 as well as those internal to the organisation, directing 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.

Be the first point of contact in providing customers with assistance, sign-posting and positive solutions either face to face, over the telephone or through digital means.

Provide a high quality of library, learning and information services that achieve customer satisfaction and maintains

the highest level of service standards to all customers across the council.

Working as part of a team of Customer Service Advisors and Assistants, contribute to the day-to-day running of the Idea Store.

Welcome and greet Idea Store users, taking a positive role in promoting Idea Store services and stock, making customers feel welcome and at ease, and ensuring high customer service standards are met.

Deal with customers in a polite, courteous, efficient, and effective manner at all times to achieve the highest standards of customer care. Provide assistance to callers whilst considering their individual needs and give general advice on other Council services as appropriate

Knowledge

1. Knowledge and understanding of the purpose of modern public library and/or adult learning provision.

1. Knowledge of all aspects of running a busy service point.

1. Proven knowledge of and demonstrable interest in books.

1. Knowledge of how equality of opportunity principles impact on service delivery in a multicultural environment.