Customer Advisor

Number of Vacancies:

3

Time Type:

Part time

Worker Type:

Regular

Proposed Interview Date:

Monday, June 29, 2026

Hours of Work:

23.68

Hiring Manager:

Racheal Forrester

Contact Number:

01482 613303

We are the largest Leisure and Culture employer in Hull and offer candidates enviable pay and conditions packages including, a generous annual leave allowance, on the job training opportunities and career development. For more information on the benefits of working for us please visit the ‘Working at Hull Culture & Leisure’ page.

Job Description Summary:

ROLE AND PURPOSE
To provide excellent customer service, ensuring that a positive image of the Company is conveyed at all times and that customer service standards are met. To provide information on a wide range of both Company services and services of partner organisations, ensuring that as many enquiries as possible are resolved at first point of contact and customers are encouraged to access all services available to them. To deliver and encourage use of Library services and encourage an interest in reading and learning.PRINCIPAL ACCOUNTABILITIES:

1. You are required to deliver proactive and responsive library services by encouraging reading and lifelong learning. To provide assistance and guidance to use paper and electronic resources and deliver specific activities and promotions i.e. Summer Reading Challenge, reader promotions, work clubs etc both on and off site.
2. The postholder is responsible for responding to enquiries from customers taking action to deal with them effectively, liaise with colleagues and escalate enquiries of a complex or non routine nature. To maintain accurate records of advice given, updating as required information on the Sirsi Library Management system, the Customer Relationship Management (CRM) System and other systems as required. To validate and copy evidence supplied by the customer in accordance with prescribed procedures and ensure this information is forwarded to the appropriate service area e.g. Parking permits, blue badges etc. and to process and order the parking permit, bus pass, blue badge, books, DVDs etc. To forward to the Duty Officer requests for non-routine items e.g. items not on the Sirsi Library Management System etc
3. You will be required to contribute to the management and maintenance of library resources e.g. books, CDs, music scores, DVDs, newspapers and periodicals, equipment. This will include undertaking minor repairs/maintenance e.g. replacing plastic book jackets and labels, repairing torn pages, replenishing paper and toner in printers/photocopiers, cleaning of keyboards, mice etc. The postholder is also required to ensure library resources are kept in the correct location, in the designated order and displayed attractively. You will also be required to create displays of materials to encourage greater customer use.
4. You are required to develop knowledge and understanding of how and why the Company’s and Council’s services are delivered and the outcomes they aim to improve for residents. A knowledge of current affairs, information resources and an interest in literature and culture is necessary in order to encourage and support reading and learning. To become conversant with relevant legislation, information leaflets, application forms and services available to customers.
5. It is essential that you develop knowledge, and the ability, to use IT systems that are necessary to ensure a high standard of customer service delivery. To maintain accurate records of confidential information given, updating as required information on the customer Relationship Management (CRM) system, the Sirsi library management system, BBIS, Pharos, Fairdeal and all other systems as appropriate.
6. The postholder must be polite and professional at all times, providing a caring, listening service whilst demonstrating an understanding and responsiveness to customers’ requirements, whilst recognising the diversity of their needs e.g. when providing support in job clubs and Scared of Mice sessions, to children generally and in activities, people whose first language isn’t English etc .
7. You will be responsible for the collection of monies due to the Company, Hull City Council and other clients ensuring that this is done efficiently and accurately. This includes the issuing of appropriate receipts, accurate recording of transactions and preparation of cash for collection by Cash and Banking. To promote and encourage the use of paid for services in order to maximise Company income.
8. You are required to provide general reception and clerical duties relevant to the site, follow an established procedure to open and secure library sites, and to reporting building maintenance and service issues. You will also be required to prepare rooms for events and tidy away afterwards, such duties might include setting up a projector, laptop and screen, setting out refreshments or similar and ensuring these are all cleared, cleaned and put away after the event.
9. You are required to participate in training and development activities that are deemed necessary to become proficient within this role and to aide your personal development.
10. The postholder is required to contribute towards the delivery and development of services, working at different Library sites, ensuring the opening and closing of these sites and extended availability of services as required. This will involve evening and weekend working, a flexible approach to working hours and will also include delivering promotions and activities both on and off site.
11. The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull Culture and Leisure Ltd, as your employer and you as an employee of the Company. In addition to the Company’s overall duties, the post holder has personal responsibility for their own health & safety and that of other employees; additional and more specific responsibilities are identified in the Company’s Corporate H&S policy i.e. Fire Warden

HCL071.Customer Advisor (Libraries) Dec2021.pdf

Compensation Grades:

GRADES 3.

Pay Ranges:

£24,796.00 - £25,583.00

Job Classifications:

1- Basic - (Disclosure and Barring Service (DBS)), 3- Not Politically Restricted - Designated As Not Politically Sensitive (Politically Restricted Posts), Casual - (Travel Allowance Policy), No - (Childcare Disqualification Requirement), No - (Statutory Post), OSP - Other Support Staff (School WorkForce Census)

Benefits of Working of Hull Culture & Leisure:
- A competitive salary
- An excellent pension through the Local Government Pension Scheme (LGPS)
- Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period
- Career development and learning experiences from a range of training courses and learning methods
- Supportive and forward-thinking culture
- Great career development opportunities

Please ensure that you complete and submit your application by midnight prior to the closing date.

We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made. Equality monitoring information is not accessible by recruiting managers at any stage.

We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.

Hull Culture & Leisure is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and is an equal opportunity employer.

Online searches, including social media, may be carried out as part of the recruitment process.