ImageOptimization
LogosFromSameDomain
NewJobTypes
NewNavbar
NewPlacesAutocomplete
PdfJobDocuments
Welwyn Garden City (On-Site)
Permanent, Full time
No DBS check required
£33,366
Job Title: Enquiry Team Librarian
Starting Salary: £33,366
Hours: 37.0
Location: Welwyn Garden City
Contract Type: Fixed Term End Date 1 Year - Maternity Cover
Directorate: Resources
About the team
The Enquiry Team is a specialist team within the library service playing an essential role in the delivery and promotion of our countywide Information Service to all Hertfordshire residents. The team implements and supports service delivery to provide an effective and equitable library service.
The team respond to all telephone and email enquiries referred to the service by the Customer Service Centre and support the Customer Service Centre to deliver an excellent customer experience to our residents.
The team also proactively seek and create opportunities to promote the information enquiry service across Hertfordshire by developing and maintaining links with relevant partnerships, networks and organisations.
As well as taking responsibility for service development of the Information Service, the team contribute to countywide service development in collaboration with other Library Service or HCC colleagues.
As the team is based at Welwyn Garden City central library they also assist with the management of day-to-day operations and supervision of staff, and act on behalf of senior colleagues in their absence.
About the role
You will have excellent customer service skills and the ability to train and support local and countywide library staff. You will also work with and support Customer Service Centre staff on a daily basis ensuring the delivery of excellent and equitable customer service. You will be the referral point for detailed and varied enquiries, including business and government information.
You will provide a timely and accurate response to enquiries received in person, by telephone, by e-mail, through the online enquiry service, and by referral from other libraries, ensuring that enquiry standards are met.
You will provide support and training to library staff on the handling of information enquiries.
You will manage the day-to-day contact with the Customer Service Centre (CSC) for the answering of enquiries by telephone, by e-mail and online, including timely referral and response to complaints.
About you
Essential:
As a member of the countywide Enquiry team, you will implement and support service delivery across all service areas to provide an effective library service and look for opportunities to improve the customer journey to deliver excellent customer service.
It is an excellent opportunity to develop your customer service and enquiry skills, as well as supervising staff on a day-to-day basis. You will also develop your training skills and will support existing and new staff in their role.
This job role is within the Community Services, level COM9 job profile. Please locate this via:
Job profiles - Community services
To hear more about this opportunity please contact Joanne Smith - 07580 744868 for an informal discussion about the role.
Interview Date: 13th December 2024
Benefits of working for us
How to apply
As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.
Secondment
This position is open to secondments. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.
Starting Salary: £33,366
Hours: 37.0
Location: Welwyn Garden City
Contract Type: Fixed Term End Date 1 Year - Maternity Cover
Directorate: Resources
About the team
The Enquiry Team is a specialist team within the library service playing an essential role in the delivery and promotion of our countywide Information Service to all Hertfordshire residents. The team implements and supports service delivery to provide an effective and equitable library service.
The team respond to all telephone and email enquiries referred to the service by the Customer Service Centre and support the Customer Service Centre to deliver an excellent customer experience to our residents.
The team also proactively seek and create opportunities to promote the information enquiry service across Hertfordshire by developing and maintaining links with relevant partnerships, networks and organisations.
As well as taking responsibility for service development of the Information Service, the team contribute to countywide service development in collaboration with other Library Service or HCC colleagues.
As the team is based at Welwyn Garden City central library they also assist with the management of day-to-day operations and supervision of staff, and act on behalf of senior colleagues in their absence.
About the role
You will have excellent customer service skills and the ability to train and support local and countywide library staff. You will also work with and support Customer Service Centre staff on a daily basis ensuring the delivery of excellent and equitable customer service. You will be the referral point for detailed and varied enquiries, including business and government information.
You will provide a timely and accurate response to enquiries received in person, by telephone, by e-mail, through the online enquiry service, and by referral from other libraries, ensuring that enquiry standards are met.
You will provide support and training to library staff on the handling of information enquiries.
You will manage the day-to-day contact with the Customer Service Centre (CSC) for the answering of enquiries by telephone, by e-mail and online, including timely referral and response to complaints.
About you
Essential:
- Reliable team worker with a desire to work collaboratively with colleagues to achieve service aims and objectives.
- Able to deliver a customer focussed service to a diverse community and deal constructively with difficult and challenging behaviour to achieve satisfactory outcomes. outcomes
- Excellent communication skills and the ability to listen to, question, and accurately interpret customer enquiries.
- Able to train, coach and mentor staff.
- Able to act as an advocate for the library service and promote the service effectively to colleagues, partners and relevant organisations.
- Organised and methodical and able to remain calm when working under pressure, demonstrating a flexible and positive approach to the workplace.
- Experience of working in a library or information service
- Experience of supervising a team of staff
- Knowledge of LHS library app/e-services
- Able to negotiate and influence effectively.
As a member of the countywide Enquiry team, you will implement and support service delivery across all service areas to provide an effective library service and look for opportunities to improve the customer journey to deliver excellent customer service.
It is an excellent opportunity to develop your customer service and enquiry skills, as well as supervising staff on a day-to-day basis. You will also develop your training skills and will support existing and new staff in their role.
This job role is within the Community Services, level COM9 job profile. Please locate this via:
Job profiles - Community services
To hear more about this opportunity please contact Joanne Smith - 07580 744868 for an informal discussion about the role.
Interview Date: 13th December 2024
Benefits of working for us
How to apply
As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.
Secondment
This position is open to secondments. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.
Closing date: Tue 19/11/2024 at 00:00
Job reference: HCC26607