If you have any queries or would like an informal chat about the role, please contact:

Zoe Hicks, Community Hub Manager by email zoe.hicks@leeds.gov.uk

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job purpose

To assist in the delivery of Community Hubs throughout the City. To deliver frontline services within the Community Hubs including library service, Customer Services and Job shops.

Responsibilities

• To support, encourage and assist residents to access services for themselves via self-serve and for both Library and Community Hubs services. To think digital first in all ways to deliver a service.
• To provide an effective customer-focused Library service which includes delivering on events such as Story time and Rhyme time. To participate in other children and adult activities and promote the service via displays and social media.
• To assist customers, reach their full potential whether this can be improving literacy, their way of life, participating in cultural events, obtaining work or better paid work.
• To assist in delivering the Community Hub services in particular meeting and greeting residents, providing a floor walking service, booking appointments, checking forms, scanning and sending of documents, encouraging residents to use IT in their daily lives.
• To be an ambassador for the Community Hub by delivering excellent customer services to all its users.
• To undertake functions such as keeping the public areas safe and tidy at all times, to report any property faults, to report any IT problems.
• To provide cover across the service depending on the need of the service.
• The post holder will be based at one or more specific service points and may be asked to work at another service point.
• Required to work evenings and weekends.
• This post involves direct work with the public in an open access setting, the post holder will need to display resilience to some demanding situations.
• Required to take part in moderately demanding physical activity.
• This role involves wearing a name badge and Council ID badge with customer services lanyard, working in an open-plan environment.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities as necessary to ensure up-to-date knowledge and skills.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Essential requirements

Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements:

Skills Required

• Able to work flexibly across different work locations and areas as appropriate.
• Able to show, support and encourage customers to use IT to access services for themselves.
• Able to communicate with a wide range of people individually and in groups and at all appropriate levels.
• Able to retrieve and deliver accurate information from a variety of sources.
• Able to help users retrieve information appropriate to their needs.
• Able to deal positively with complaints/difficult situations.
• Able to adapt to changes in workloads and to maintain effectiveness.
• Able to work without regular supervision.
• Able to contribute ideas to the development of frontline services.
• Able to carry out all duties relating to issuing, shelving, and presentation of library materials.
• Able to carry out clerical routines effectively and accurately.
• Able to demonstrate an interest in reading.
• Able to contribute to the promotion of the library service.
• Able to floor walk to assist customers accessing front line services – accepting and checking forms, scanning and emailing documents.
• Able to encourage and educate customers to self-serve options.
• Able to adapt and integrate successfully with other services delivered from the Community Hub.
• Able to learn new skills, adapt to incoming new services, and review service offer in order to keep knowledge base up to date.
• Able to answer basic enquiries e.g. Council tax enquiries, housing benefit enquiries.
• To understand and operate relevant ICT Microsoft packages.

Qualifications – Essential For Mobile CSA Role Only

• Full driving licence including category C1.
• Driver CPC.

Knowledge Required

• Knowledge (understanding) of the way in which Community Hub services must be related to individual and community needs.

Experience Required

• Experience of working as part of a team.
• Experience of using the internet.
• Experience of a customer-related environment.
• Experience in the use of computer packages.
• Experience of working in a challenging environment and displaying resilience.

Behavioural And Other Characteristics Required

• Understand and embrace Leeds City Council values and behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city