Customer Experience Assistant

Salary: £24,404 - £25,183 (pro rata) (plus 5% unsocial hours allowance)

Hours: 14.5 per week x 3 positions

• Royton & Failsworth Mon to Thu 16.00 - 19.10, alternate Sat 09.25 - 13.05
• Oldham Mon to Thu 17.00 - 20.10, alternate Sat 09.25 - 13.05

Location:

• Oldham Library & Lifelong Learning Centre, Greaves Street, Oldham, OL1 1AL
• Royton Town Hall & Library, Rochdale Road, Royton, OL2 6QG
• Failsworth Town Hall & Library, Oldham Road, Failsworth, M35 OFJ

Shortlisting & Interview Dates: TBC.

Role Overview:

To support the delivery of an excellent customer experience across the Heritage, Libraries, Arts and Archive service for all users, partners, and stakeholders.

Key Responsibilities:

• To deliver excellent customer service at all times and to provide safe, welcoming services that are fully accessible for users from diverse backgrounds.
• To respond to customer enquiries by providing accurate, high-quality information including the provision of Council information, tourist information, business, health, local and community information and information about collections and programmes of activity.
• Helping customers in the use of ICT, new technologies and internet-based resources.
• To work flexibly in the interests of the service, working on a rota pattern which includes evening and weekend work.

Key Requirements:

• Experience of working in a library, museum, gallery, heritage, visitor, leisure attraction or customer services environment.
• Experience of using IT databases and conducting internet searches.
• Excellent interpersonal and communication skills with the ability to engage with a diverse customer base and manage the expectations of different customer groups and individuals.
• Ability to respond to and manage difficult situations as they arise.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.

About Us:

We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities.

Our Values and Behaviours:

By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate: 'Proud, Ambitious, and Together'.

Our benefits package:

• 25 days annual leave which increases after 5 and 10 years’ service.
• The option to purchase additional annual leave.
• An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
• Discounted gym membership with Oldham Active.
• Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
• Salary sacrifice scheme for home and electronics and Cycle to Work.
• Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
• Staff recognition and celebration events.

Inclusive Recruitment:

We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.

NB. - Any candidate that meets the criteria of our Guaranteed Assessment Scheme and meets the essential criteria of the role, will be guaranteed the first stage of assessment (whether that is an interview or another assessment, as appropriate).

Data and Privacy:

For details of how we use your data please see our privacy notice.

Important Information:

Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.