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Organisation: Aura Leisure & Libraries Ltd.
Reporting to: Library Service Managers





Job Purpose

To provide a library and information service including ICT access to customers in
accordance with Aura strategy and policy, and work in partnership with Flintshire
Connects customer service.

To support the Library Services Managers, ensuring effective service delivery and
under their direction, to assume responsibility for continuity of the service provided.

The job is specifically concerned with direct customer service provision and
promotion within the local community, including administration of home delivery for
customers who are housebound.

To use the computerised library management system to process orders for new
library materials. Maintaining accurate records of stock holdings, borrower loans and
requests.

Key tasks

1. To provide a quality customer focused service to all users. Assisting customers to
obtain books, materials and information relevant to their needs. This is achieved by
exploiting a variety of sources including the computerised Library Management
System online and other resources. Researching and answering enquiries or referring
to alternative providers. Assisting PC users to navigate websites, prepare and print
scan or copy documents.

2. To support reader development, assisting people with their choices and enabling
them to read more widely. To promote and support cultural activities and to support
the Library Services Managers in organising events and delivering children’s activities,
school and community promotional visits. Assist the Library Managers in the
organisation and delivery of public ICT training sessions. To be actively involved in the
promotion and marketing of the stock and the service at a local level.

3. To promote Aura through the planning and delivery of events for all ages, including
weekly Rhymetimes, Digital workshops etc. working in close partnership with other
agencies.

4. To maintain and exploit library resources, including repair, editing, relocating and
withdrawing stock. To promote stock using displays, and utilising local and national
initiatives. Undertake routine information resource updating and editing of electronic
and printed information.

5. Communicate routine information to enquirers via telephone, post, email or in
person. Assist the Library Managers in the answering of in-depth information
enquiries by gathering and collating information as directed.

6. To work in partnership with Flintshire Connects service by assisting with customer
payments, servicing cash payment machines on a daily basis, verifying documents,
answering customer enquiries and referring detailed enquiries to the relevant
Customer Service Advisor.

7. To count, check and submit money for banking and keep comprehensive records
of income. To order and maintain stationery supplies.

8. To maintain accurate and up to date membership records. The register of members
who receive the home delivery service includes customer profiles which record their
specific reading preferences or information needs. To maintain statistical records and
assist the Library Services Managers in preparing statistical reports as required.

9. To operate the Public PC network bookings system.
To operate a bookings system for exhibition spaces, learners centres, etc. To confirm
arrangements with exhibitors and training providers using gallery and training suites
and access to museum facilities within libraries.

10. To be aware of Aura’s H&S policy and the responsibility to themselves, other
employees and to the general public. To regularly test fire and smoke alarms in
accordance with Aura guidelines. Organise and manage minor buildings repair and
maintenance.

11. To work as part of an effective team to support the Library Services Manager in
maintaining a consistent level of service and organising relief cover where necessary.
To represent frontline staff at service development meetings.

12. Assist in preparing and inputting content for Aura web pages. Collate and input
appropriate information for service social media tools (e.g Facebook)

13. Select and prepare stock according to customer profile for housebound
customers.

Knowledge and Skills

Providing frontline customer service to library users

Operating a lending service for books and other items using library management
information system. This also involves inputting and updating borrower records and
administering any related charges. Shelving library materials in order in appropriate
sections.

Answering customer enquiries on a wide range of topics, searching & finding
information online or through other library resources. Ensuring that the information
found matches the customer's needs.

Signposting to other departments and organisations/agencies. Especially to
Customer Service Advisor, Flintshire Connects .Providing customers with IT support
and advice when necessary. Monitoring use of the network, addressing inappropriate
use or unacceptable behaviour, reporting to managers or ICT department if it
persists.

Troubleshooting IT problems and when required liaising with IT departments to solve
any connectivity and accessibility problems.

Using information skills to answer local/family history enquiries and contacting
relevant organisations for assistance. Providing homework support and advice for
users.

Promoting exhibitions, displays and events. Maintaining records regarding the
purchase of items for sale from exhibitions.

Encourage the uptake of national initiatives such as the Summer Reading Challenge
and promote any new service developments such as E-books and online magazines.

Ensure the full utilisation of stock through displays and customer contact. Encourage
and support reader development. e.g. supporting and advising reader groups.

Maintain continuity and consistency in service provision by ensuring sufficient
staffing. This includes reporting and documenting staff sickness absence, as well as
organising holiday cover.

Maintaining and ordering stationery & stores supplies.

Ensure all stock is of a high standard and replace or repair if necessary (stock
editing). Carry out tasks relating to movement of stock, this includes collecting
requested items and receiving stock from other libraries. This involves packing and
unpacking of boxes.

Arrange building repairs & liaise with contractors on the premises.

Be aware of health & safety issues in the working environment on a daily basis.
Some of the postholders are trained first aiders.

Process stock orders received from selection teams. Maintain stock records and
incorporate into library catalogue and budgetary system




Knowledge.
Good standard of education with minimum of 5 GCSEs or equivalent (including
English Language)
Awareness and understanding of resources available at postholder's place of work
and what is available via the library network
Appreciation and interest in authors and current trends within the publishing industry
Knowledge of local area and facilities as well as an in-depth understanding of council
departments & services
Good understanding of ICT applications
Knowledge of Health and Safety procedures

Skills and experience
Good interpersonal and communication skills.
Experience of working in a customer service environment with a wide range of
customer groups
Ability to work under pressure and use initiative when responding to customer needs
and demands.
Ability to work in a bilingual environment
Commitment to ongoing training and personal development within the job
Ability to work well as part of a team



Additional Information.

Postholders are eligible to become members of a professional organisation (CILIP –
Chartered Institute of Library and Information Professionals) and their work is
underpinned by values and ethical principles.
1. Concern for the public good, including respect for diversity within society, and the
promoting of equal opportunities and human rights.
2. Concern for the good reputation of Aura Leisure and Libraries as a provider
information.
3. Commitment to the defence, and the advancement, of access to information, ideas
and works of the imagination.
4. Provision of the best possible service within available resources.
5. Concern for balancing the needs of actual and potential users and the reasonable
demands of employers.
6. Equitable treatment of all information users.
7. Respect for confidentiality and privacy in dealing with information users.

PERSON SPECIFICATION

Essential

Education
Good standard of education with minimum of 5 GCSEs or equivalent (one of which
must be English Language)

Experience
Working with a wide range of customers
Ability to work as part of a team
Ability to manage own workloads without direct supervision
Interest in Information and Communications Technology
Good understanding of ICT applications and experience of troubleshooting on behalf
of colleagues or the public

Skills
Good inter-personal skills
Ability to work methodically, and under pressure
A proactive approach to dealing with new and changing circumstances
Ability to adapt existing routines and procedures and suggest new ways of working
Ability to work in a bilingual environment



Desirable
Ability to provide customer services through the medium of Welsh.