Job Purpose

To provide a proactive and comprehensive library and information service to both internal and external customers which will involve dealing with customer enquiries, interpreting the customer’s need and ensuring effective resolution of their requests or needs. To also be the first point of contact for customers with enquiries about Cornwall Council services.

Scope

• To demonstrate commitment to all aspects of Safeguarding to ensure our staff, customers and visitors are safe and to discharge our duty in terms of corporate safeguarding of all.
• To behave in a way that recognises the importance of organisational culture, values and accountability.
• To act in a socially responsible way at all times, ensuring your behaviour, actions and decisions consider sustainability of resources, the Climate and the Environment.
• To adhere to standards set to ensure health and safety at work, which includes following procedures correctly and participating in relevant health and safety training, in helping to create a safe and supportive organisation for all.
• To undertake tasks as required to support the Council’s range of events and festivals as directed.

Duties & Responsibilities

• Provide a proactive and comprehensive library and information service to both internal and external customers which will involve interpreting the customer’s need and ensuring effective resolution of their requests or needs.
• Deliver elements of the Universal library offer in culture, creativity, health & wellbeing, information and digital, reading to Library customers.
• Provide the first point of contact for customers visiting Redruth Town Council enquiring about Cornwall Council services. To record enquiries and signpost customers to the appropriate services.
• Handle any payment transactions as required, which may include supporting customers to use electronic payment methods.
• Establish a good knowledge of Library resources, including the maintenance and presentation of stock.
• Understand and provide high-quality information services to members of the public.
• Promote the Library Service to all members of the community.
• Participate in the delivery of Library centred activities such as reader development activities, rhyme time, story time and creative events for children and adults.
• Offer initial reading choice guidance in line with reader development principles to adults and children.
• Receive customer enquiries by telephone, electronically, post or face to face. Assess and establish the reason for service requests, suitably prioritise, and take prompt appropriate action in accordance with procedures and instructions.
• Use customer service IT packages effectively, updating and maintaining computerised systems to ensure the service performs successfully.
• Use applications such as Canva and social media to create, schedule and publish engaging social media content and raise awareness of library services, programmes and events.
• Work in accordance with the diversity and equality needs of the local community to ensure equal access to services.
• Ensure a positive and flexible approach to the variety of tasks and work patterns within the role. This will include Saturday working on alternate weekends and availability to provide cover for occasional evening events as well as local festivals.
• Manage information and operate in line with Redruth Town Council policies, procedures, and guidance on subjects such as Data protection, GDPR, Freedom of Information, confidentiality, information security and sharing, the information lifecycle and data quality, to ensure compliance and efficient and effective information governance.
• Maintain awareness of Redruth Town Council policies and practices regarding the safeguarding of children, young people and/or adults who may be at risk. Report concerns/allegations in accordance with corporate guidance and procedures.
• Work to eliminate unlawful discrimination, harassment and victimisation and report incidents as they occur.
• Treat everyone with dignity and respect and ensure individuals needs are met. Challenge inappropriate behaviour and language constructively, advising on alternatives so the opportunity for change can be considered.
• To undertake any other duties required by the Council consistent with the level and scope of the post.
• Any other task as directed by the Senior Library Officer or Deputy Library Officer.