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Library Customer Services Assistant job in Hounslow

Engineering Jobs with Carillion plc
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Job Ref:  CA_39299
Employer:  Carillion plc
Job Type:  Contract
Country:  United Kingdom
City:  Hounslow
Post Code:  TW3
18/10/2016 01:03

Purpose of Role
To assist in the provision of a high quality, customer-focused and effective library service

Principal Accountabilities
•To meet customer needs by providing the highest quality customer service•To communicate courteously effectively with all customers, using discretion and initiative, whether in person, by phone, or in writing, seeking innovating ways to meet their needs•To undertake routines associated with the day-to-day provision of Library services, assisting customers with self-service including the issue, renewal and return of library materials, reservations, handling charges due, and the handling of cash, shelving and shelf tidying.•To participate in the day-to-day provision of a first level enquiry service, answering enquiries using a range of resources, referring them to senior staff or liaising with staff in other teams as appropriate•To deliver children’s activities such as story time and rhyme time •To deliver and support other library events including setting up and preparations of spaces for events•To participate in community outreach activities•To assist customers using the Library’s IT resources and other library equipment and ‘troubleshoot’ IT•To assist with the upkeep of the computer database, maintaining borrower and material records•To promote the benefits of library membership to all members of the community and ensuring the joining procedures are carried out in a straightforward and encouraging manner•To participate in the organisation and delivery of community engagement events and activities as well as in preparing and mounting displays to promote stock and services as directed•To assist with resource management, ensuring that the library’s stock is in good condition, neat and tidy, and that new additions are promoted and made available to the public without delay•To complete actions associated with stock performance such as Collection HQ•To calculate relevant charges, fees etc and to handle cash or cheques from the public in payment of fines, charges and other monies, and to ensure that all money is properly accounted for•To contribute to achieving service-wide initiatives and objectives•To assist in the training of new staff, workplace students and volunteers•In the absence of the Library Supervisor to take responsibility for running the library, including opening and closing the building with accompanying responsibility for cash, keys, alarms and CCTV and undertake related tasks as required•To undertake any other broadly analogous duties as required

Additional Role Information

Candidate Profile Knowledge and Experience
  • Awareness of the public library service offer
  • Previous experience of working with the public
  • Proven commitment and understanding of the needs of a customer-orientated service and of the need for high standards of customer care
  • Understanding of equality and diversity

Skills and
  • Excellent communication and interpersonal skills
  • The ability to work effectively and enthusiastically as part of a team
  • Good literacy and numerical skills enabling the postholder to shelve items in the correct order and to handle cash effectively
    • Ability to work well under pressure, with excellent attention to detail
    • Excellent customer care skills, enabling the postholder to provide a high standard of service to all age groups and communities
    • The ability to listen and understand other staff and members of the public
    • Enthusiasm to deliver events to help the service meet service plan targets
    • The ability to learn quickly and accurately in order to work without constant supervision
    • Flexibility and preparedness to work at any library

Education and Qualifications
  • Good ICT skills to ECDL standard or equivalent
  • Good literacy and numeracy skills
  • A satisfactory advanced DBS check will be required

Carillion Competencies
Pushing yourself and others to perform to the highest level, whilst actively challenging the way things are presently
Knows who the customer is (internal and external). Listens to and understands the needs of both internal and external customers to enable the delivery of their expectations
A team player who can work in many different teams and in conjunction with suppliers and/or customers. Someone who shows respect for others by recognising effort, providing helpful feedback and by supporting the development of others
Is efficient in their use of time and actively looks for ways to get the most out of the time available. As their planning is logical and considered, priorities are met while allowing the ability to adapt and change as necessary
Understands what is needed to deliver today as well as making decisions that support Carillion’s long term goals
A keen focus on finding ways of improving performance in everything they do. As well as being motivated to continuously improve, encourages others to do the same. Comes up with ideas for innovation and gets involved in areas outside the day to day role
A positive approach to handling the ever changing environment we work within. Seeks out opportunities to embrace all nature of change including technology, process, behavioural and organisational change
Builds lasting relationships both internally and externally by being open and honest, communicating effectively and considering the needs of others

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