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Library and Resident Contact Supervisor

This vacancy has now closed and is listed for reference only.


£24,561 – £27,967 pa

Town Hall, St Ives Road, Maidenhead , Berkshire


Full Time

37 hours per week.


25/08/2019 at 23:59 PM



Vacancy Description

Are you interested in your local community? Do you like to be in the centre of things? Do you enjoy helping people? Do you love books and reading?

If so we have a unique opportunity you may be interested in. We are the first Council to successfully deliver council services by library staff from local libraries. You will be assisting residents with a wide range of council enquiries as well as delivering day to day frontline library services.

We are looking for candidates with excellent customer care skills along with an interest in books and reading and an ability to manage, motivate and coach staff.

You will alternate between the Library team and the Contact Centre team ensuring that the whole Library and Resident Contact Team remains integrated and effective.

This role will involve leading both Library and Contact Centre teams to deliver frontline services to library and council customers, assisting with a range of council and other information enquiries on the phone and by digital means as well as face to face.

We are looking for a can do attitude that enables you to consistently exceed the expectation of the customer. The role is wide and varied and encompasses library work as well as assisting customers with council enquiries over the telephone.

The role can be pressurised and challenging but ultimately very satisfying.

You must provide inspired leadership to the advisor teams whilst reinforcing their performance, adopting a high quality, right first time approach, reducing avoidable contact, identifying ways to continually improve the delivery of customer services and encouraging increased take-up of services.

You will have many opportunities to learn new skills, participate in reading-related events and activities and contribute to the development and improvement of Borough libraries.

You will be working as part of a strong supportive team and full training with a comprehensive induction will be given.

All positions will include the expectation to work at any library location in the Borough, sometimes with little notice, so you must be flexible and able to travel. Ability to undertake physically demanding work and remain on your feet for long periods of time is essential.

All staff are required to work one weekend out of four and a late night until 7.15pm once a week.

In return you can expect a competitive salary and generous annual leave. You will be part of a large diverse and enthusiastic wider team where individuals are encouraged to bring their unique skills and talents to the table.

For an informal discussion about the posts please contact Avril Heaney, Team Leader, on 01628 796979, or Katie Blair, Team Leader, on 01628 683828.

As this is a role is cross working across 2 teams please review both job accountabilities.

Closing date: 25 August 2019

Interviews: 4 September 2019

Further information on this vacancy