Library & Information Officer in Frome

You’ll be delivering high quality customer focused library services, responding to customer enquiries efficiently and competently. You will be providing a customer centred service to a diverse range of people, partners and organisations, responding to a wide range of library and information enquiries. You will provide support to enable access to self-service tools and digital services, and work alongside volunteers to provide a positive library experience.

What you’ll do – key responsibilities

• Deliver high-quality, customer focused library services, responding to customer enquiries efficiently and competently.
• Provide front line reception support within Library Hub buildings and be the first point of contact for customers and partner organisations working within the Hub building.
• Provide a welcoming customer service, responding to individuals face to face, by telephone or by email.
• Offer resolutions immediately where possible, or escalate issues where appropriate.
• Respond to a wide range of enquiries and promote the use of all self-service tools, supporting those unable to help themselves.
• Assist customers to use the People’s Network computers e.g. printing, scanning and accessing email accounts.
• Make customers aware of, and promote, Library Service resources.
• Proactively plan, deliver and promote library activities.

What we’re looking for – knowledge, experience & skills

• Able to share knowledge with colleagues, customers, partners and others.
• Co-operative and open with colleagues, sharing information and checking understanding.
• 5 GCSEs (or equivalent) at level 4 (grade C) including English and Maths.
• Copes with competing deadlines and is able to prioritise work.
• Adopts a flexible approach to support others including work experience placements and volunteers.
• Will work flexibly including evenings, weekends and is willing to travel between libraries.
• Demonstrates excellent verbal and written communication skills with people at all levels.
• Demonstrates good listening skills and ability to check understanding.
• Demonstrates ability to assess risk and manage conflict and/or challenging behaviour.
• Works with and supports a range of public service providers and community/voluntary groups.
• Able to respond to and work with colleagues from other teams, volunteers, partners or external organisations in a positive, proactive way to deliver service initiatives.
• Provides support to team and prepared to take personal responsibility for premises and/or resources to meet local service needs.
• Develops and follows procedures and independently implements routine tasks accurately, consistently and efficiently.
• Must be able to work with minimal supervision and use own initiative.
• Actively promotes Library services to all users via a range of communication channels.
• Able to use a variety of IT programmes, and digital media to promote the vision and outcomes of the service.
• Able to demonstrate a positive approach to day-to-day work.
• Able to remain calm and courteous in all situations.
• Ability to manage and embrace change.
• Takes responsibility for own learning and personal development.
• Able to be co-operative and open minded.
• Demonstrates knowledge and awareness of the attributes and library needs of particular user groups and community groups.
• Promotes volunteering opportunities within the library.
• Demonstrates an ability to set up eye catching displays within the library in order to promote stock and activities.
• Able to use presentation skills to display Library resources.
• Demonstrates creative thinking.
• Willing to think laterally to resolve issues.

Additional Information

• 25 days of annual leave (pro-rata, additional to bank holidays).
• Regretfully, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for visa sponsorship.
• A full job description will be provided to shortlisted candidates or on request.