Customer Service Assistant

We are currently recruiting for a Customer Service Assistant in London.

Pay rate: £17.38 per hour.

Hours:  35 hrs per week.

Contract duration: Temporary ongoing.

Purpose:

• Provide a high quality, efficient, responsive, and cost-effective frontline Customer Service that meets the diverse needs of the community and complies with the client’s customer promise, statutory requirements, guidance, and codes of practice.
• Contribute to a multi-tasked team responsible for the provision of an excellent and outstanding front-line library, learning and information service providing information, advice, and assistance to customers both residential as well as those internal to the organisation, directing to the most appropriate resource where necessary.
• Assist in the delivery of the national Libraries Connected Universal Offers (Culture, Digital & Information, Health, Reading) and the Libraries Connected ‘Children’s Promise’. Provide an interface between the client’s digital platforms and customers who require further support and contribute to the delivery of the Customer Service Transformation Plan.

Duties: 

• Be the first point of contact in providing customers with assistance, sign-posting and positive solutions either face to face, over the telephone or through digital means.
• Provide a high quality of library, learning and information services that achieve customer satisfaction and maintains.
• Working as part of a team of Customer Service Advisors and Assistants, contribute to the day-to-day running.
• Welcome and greet users, taking a positive role in promoting services and stock, making customers feel welcome and at ease, and ensuring high customer service standards are met.
• Deal with customers in a polite, courteous, efficient, and effective manner at all times to achieve the highest standards of customer care. Help callers whilst considering their individual needs and give general advice on other services as appropriate.
• Provide a high level of customer care and always promote a good external perception of the client. Ensure all customers are dealt with efficiently and effectively and help is offered to those customers with special needs who might require assistance. Encourage suggestions and comments and deal with complaints.
• Support the client’s objectives through covering the shop floor and implementing the Library Bye Laws and regulations in association with security staff and other colleagues.
• Assist in case of staff shortages, working flexibly as required to ensure the smooth running of services.
• Carry out shelving duties, removal of stock, process new items, promotion, and assist in the stock taking process in line with procedures and guidance.
• Register new members in accordance with the client’s protocols and assist customers using self-service systems.
• Meet and greet customers who may request assistance, floor walk and continuously ensure that the store is tidy and presentable.
• Assist in the delivery of the client’s offers for adults and children such as, storytelling, reader development, homework clubs, primetime etc.
• Provide support for learning and library activities by following the agreed guidance and procedures, assisting in the use of appropriate learning materials, equipment, and facilities.

Essential Criteria: 

• Must be willing to work with children and families including delivering story time sessions to under 5s.
• Must be able to work 1 late night per week (2-9) 1 Saturday and 1 Sunday per month.

Apply online or contact Terri O’Keefe on 07879 585551. You can also email terri@peelsolutions.co.uk  for more information on this role.