Overview
As a Senior Customer Services Assistant, you will be responsible for supervising the Customer Services Assistants and Volunteers in delivering effective services to customers, ensuring a positive experience for customers of all ages. This will include assisting customers with enquiries, the promotion of books, reading and events as well as providing ICT assistance. You will also be responsible for preparing rotas, carrying out banking activities and reporting building faults/maintenance issues. You will need to have the enthusiasm to deliver outreach and promotional work, including childrens activities which involve singing and telling stories and, as a supervisor, lead by example and encourage other colleagues with these activities. ICT plays a big role in libraries today so experience of using office packages, the internet & social media is needed to assist our customers when answering enquiries, giving hands on advice and carrying out administrative duties. Working hours across the week will be allocated on a rota basis across all our sites. Libraries are open on Saturdays and Nuneaton is also open on Sundays (incurring an enhanced rate of pay when worked). Staff will be required to work weekends and working patterns will be based on the needs of the service and are subject to change.
Qualifications
* 4 GCSE passes, grade C or above or equivalent, to include English and Maths.
* A flexible approach to working hours including evenings, Saturdays, & Sundays as required. You may also be required to work across libraries local to your base.
* Experience of working with members of the public in a customer service environment.
* Ability to access and support users to access online services such as government websites, application forms, web email accounts and other similar services.
* Ability to share enthusiasm and knowledge of books and reading with customers.
* Ability and willingness to create and deliver promotional activities for customers of all ages.
* Ability to participate effectively in the recruitment, selection, induction, training, motivation and supervision of staff.
* On the application form please clearly list that you have the 4 GCSE passes, grade C or above or equivalent to include English and Maths. Please list each qualification separately with the obtained grade. Please do not upload copies of your qualifications, CVs or any forms of ID. You will need to evidence each of the criteria on the Person Specification in the supporting statement section.
* The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. You must be able to speak and provide advice in accurate spoken English to the public.
About Warwickshire County Council
Working for Warwickshire - This is the difference you make Warwickshire County Council is a place where everyone feels valued, included, safe, supported, and welcome. Our people are at the heart of this vision, could you be one of them! At Warwickshire County Council we are committed to ensuring Warwickshires economy is vibrant and supported by the right jobs, training, skills and infrastructure. Our people vision for Warwickshire County Council is a great place to work where diverse and talented people are enabled to be their best. Warwickshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. Please be advised successful applicants will be subject to a range of pre-engagement checks, including a relevant Disclosure and Barring Service check (DBS). In accordance with the DBS code of practice and our own policy, should an individual have a declared criminal offence an individual assessment will be completed. Warwickshire County Council adheres to the Rehabilitation of Offenders Act 1974.
Benefits
Your future matters to us, we provide a generous pension scheme which includes an employer contribution rate of typically around 19 percent per month, to help support your financial security during retirement. The scheme also offers a valuable package of benefits for members and their dependants. The benefits we offer include agile working, a valuable part of the pay and reward package for employees working in local government, generous annual leave entitlement, plus bank holidays and an additional day at Christmas, and access to Vivup benefits and discounts platform.
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