GOUCESTERSHIRE COUNTY COUNCIL JOB DESCRIPTION

Transcription

1 GOUCESTERSHIRE COUNTY COUNCIL JOB DESCRIPTION Directorate: COMMUNITY SERVICES Division: Libraries & Information Job Title: Library Customer Assistant Grade: D Work Location: x library; including any of its associated library services, e.g.mobile, VIP, kiosk Post No: 1. JOB PURPOSE To provide an excellent customer experience, in order to ensure increased use by new and existing customers. 2. a ACCOUNTABILITY AND DUTIES To provide direct service delivery by identifying and responding to customer needs in accordance with Libraries & Information s policies and the council s corporate standards of customer service. 2.1 To encourage customer interest by providing good presentation of all stock and services in accordance with standards for presentation and stock quality. 2.2 To use selling skills to proactively promote library stock and services, including material for hire or for sale. 2.3 To assist and advise customers with all their enquiries making use of the full range of resources including electronic information. 2.4 To help customers gain maximum benefit from their use of the library and its facilities by enabling them to use equipment and resources for themselves. 2.5 To participate in library activities and outreach work with a range of client groups, as required. 2.6 To carry out the clerical and operational activities that support customers use of the library. 2.7 To accept and record monies for charges and sales items and participate in cash handling, including petty cash as required in accordance with agreed procedures and financial regulations. 2.8 To open up or secure the library building on occasions when a more senior member of staff is not available on site. 2.9 To deal with day to day maintenance requirements on an occasional basis, seeking advice from a more senior member of staff as required To maintain knowledge of library services and information resources (including electronic) and to be aware of council services To support colleagues by providing job - based training at a local library level as required To participate in Personal Assessment Reviews in accordance with established County Council policies and procedures To be aware of and understand the objectives of the County Council, Community Services and Libraries & Information and understand how the work of this post contributes to the achievement of these objectives. Library Customer Assistant 1 20 April 2005

2 2.14 To assist the Library Service Manager and Service Development Librarian in service delivery, undertaking other duties as required without altering the nature of the post. 2.b. FAIRNESS AND DIVERSITY To comply with the arrangements made to deliver services in accordance with the Council s Fairness and Diversity Strategy. 2.c. HEALTH AND SAFETY 1) The post holder to adhere to all health and safety instructions and to take all reasonable care not to do anything that might endanger themselves or others; to report to their line manager any dangerous situations in the workplace or any shortcomings in health and safety arrangements that they perceive. 2) The post holder will conform to the requirements of the Council s health and safety policy and as such is responsible for their own health and safety and the safety of others within the workplace. 3. QUALIFICATIONS/EXPERIENCE As outlined on the person specification 4. SUPERVISORY RESPONSIBILITY None 5. SUPERVISION RECEIVED From: Library Service Manager, Assistant Library Service Manager, Relief Library Service Manager or Senior Library Customer Assistant. 6. PRINCIPAL CONTACTS Members of the public Library Service Manager, Assistant Library Service Manager Relief Library Service Manager Senior Customer Assistant Service Development Librarian Librarians (at Cheltenham and Gloucester Libraries only) Area Manager Area Operations Officer Other Libraries & Information staff Other County Council staff Community groups and organisations Library Customer Assistant 2 20 April 2005

3 7. SPECIAL CONDITIONS 7.1 It is a requirement that there is no smoking in the workplace. 7.2 Ability to make own transport arrangements around the county as job requires. 7.3 It is a requirement to have a Criminal Records Bureau check. 7.4 The public service requires a flexible approach to patterns of working hours including evenings and weekends. 7.5 The post holder will work primarily in one library but may be called upon to work in any GCC library. Library Customer Assistant 3 20 April 2005

4 PERSON SPECIFICATION JOB TITLE: Library Customer Assistant GRADE: D REQUIREMENT Essential Desirable Skills/Knowledge/Abilities Customer awareness / concern to provide good customer service Ability to build rapport with customers and colleagues Promotional and selling skills Effective written and oral communication skills including telephone Team working ICT Skills including use of the Internet and . Willingness to develop knowledge of Library and Council services, and resources Willingness to engage in proactive promotion of stock and other library services Community awareness Cash handling Experience Direct customer service Experience of using ICT Qualifications & Training ECDL or equivalent level of skills Personal qualities Shows a good manner with customers and a concern for putting the customer first Displays a welcoming, friendly and people orientated approach with customers and colleagues Displays good team working skills Library Customer Assistant 4 20 April 2005

5 Displays a concern to achieve good performance and plays a part in reaching the team s targets Shows concern to promote key aspects of the service (income generation, library events and activities, etc.) Shows an interest in new ideas and a willingness to embrace change Displays the ability to work well with the full range of library customers (children and young people, families, adults, older people, people with specific needs and people from diverse ethnic groups) Lifelong learner, showing a willingness to learn new skills and foster own personal development Self motivated and enthusiastic with good inter-personal skills Other Requirements Ability to undertake evenings, weekend and out of hours work. Ability to make own transport arrangements around county as job requires Library Customer Assistant 5 20 April 2005