ROYAL BOROUGH OF KINGSTON UPON THAMES
ROLE PROFILE
Department: Library & Heritage Service
Learning & Children’s Services
Directorate
Job Title:
Library Customer Service
Officer
Post Number:
Grade:
C+2
RELATIONSHIPS
1
RESPONSIBLE TO:
Customer Service Supervisor
2
3
IMPORTANT INTERNAL RELATIONSHIPS
 Customer Service Supervisor
 Deputy Customer Service Supervisor
 Senior Customer Service Officer
 Saturday Customer Service Assistants
 Library Service Delivery Co-ordinator
 Service Development Librarians
4
IMPORTANT EXTERNAL RELATIONSHIPS
 General public as library customers
MANAGEMENT RESPONSIBILITY
FOR:
None
MAIN PURPOSE OF JOB
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To provide an efficient, friendly, customer focused library service
To work flexibly, enrolling customers, answering customer enquiries, supporting
customers with ICT and assisting customers to use self-service
To actively promote the use of the library assisting with stock promotions, ICT learning
sessions, events and activities inside and outside the library
To demonstrate a clear understanding and commitment to RBK’s Six Steps to
Delivering our Customer Commitment and to deliver a service that puts the
customer at the centre of library service activity
Prepared by: Grace McElwee………………Agreed by: ……………………………….
Signature Date: ....................................Signature Date: ………………………
MAIN RESPONSIBILITIES/DUTIES OF JOB
Communications
 Actively engages in positive cross-communications and team working
 Communicates clearly and appropriately with the public and colleagues
 Seeks, listens to and reports the views and ideas of customers to the Customer Service
Supervisor
Knowledge
 Ensure that you develop your own knowledge and expertise and it is up to date and
effectively transferred to team members
Operational
 To provide a high level of customer service to library customers, responding positively
and providing a service that puts the customer at the centre of library service activity in
line with RBK’s Six Steps to Delivering our Customer Commitment
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To issue and discharge books and any other items of stock using the Library
Management System and Self-Service
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To register new members using the Library Management System, explaining the range
of services available and how to make the best use of them
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To actively promote the use of self-service to customers, assisting customers to use it
and making it part of the introduction to the library for new joiners
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To deal with telephone enquiries in a timely and efficient manner
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To sort, shelve or file returned library materials, tidy shelves and displays, undertake
routine book repairs, process new stock and withdraw stock within set procedures.
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To assist with maintaining a high standard of presentation in the library covering stock,
information provision, notice boards, leaflets, displays, furniture, cleanliness and overall
presentation of the building
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To assist with displays of library stock on agreed themes and promotions
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To assist with organising and delivering library events and activities both inside and
outside the library
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To assist senior staff with the opening and locking up of the building
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In the absence of a senior member of staff or when requested, to open and close and
secure the library building, setting and unsetting security systems as required
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To work flexibly across branches and provide cover in other libraries as required.
Customer Care
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To demonstrate a clear understanding and commitment to RBK’s Six Steps to
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Delivering our Customer Commitment and to deliver a service that puts the customer
at the centre of library service activity
To communicate courteously and effectively with all customers in person on the phone
or by email seeking ways in which to meet their requirements
To answer customer enquiries referring complex enquiries to senior or specialist staff
To use ICT including the Library Management System, online reference resources held
by the Library Service, the Council’s website and other electronic resources to answer
customer enquiries
To promote the benefits of library membership to all customers ensuring that joining
procedures are carried out efficiently and to the standard set down by the Library
Service
To assist the public with the use of public access PC’s and the Internet
To escalate customer complaints or issues to senior staff in a timely and efficient
manner
To advise the Customer Service Supervisor, Team Leaders and professional teams of
customer demand relating to stock, changes in procedures, new policies, revised
charges etc.
Cash Handling
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To calculate relevant charges and fees and handle cash, cheques and Chip & Pin
payments from the public ensuring that income is properly accounted for
In the absence of a senior member of staff, or when requested, to supervise cash
handling on a day to day basis
To assist senior staff with morning and evening routines including setting up floats and
cashing up
In the absence of a senior member of staff, or when requested, to set up floats and cash
up at the end of the day
Resource Management
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To process new stock and circulating stock ensuring that it is carried out quickly to
maximise customer choice at the branch
To unpack courier service deliveries ensuring they are distributed quickly and efficiently
To assist customers to use photocopiers, printers and other library equipment
To assist with the display and filing of newspapers and magazines
To assist with the display and filing of Council information including Agendas, Minutes,
Traffic Management Orders and other information relating to the running of the Council,
Government and other information
To assist with the promotion of all library resources to the community, working with
senior staff and the professional teams to reach the widest possible audience,
participating in outreach activities to bring new groups into the library
Learning and Development
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To contribute to the basic training and induction of new staff including Saturday
Customer Service Assistants
Data Protection
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To be aware of the Council’s responsibilities under the Data Protection Act 1998 for the
security, accuracy and relevance of personal data held on library systems and ensure
that all administrative and financial processes comply with this
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To maintain customer records in accordance with library policy and procedures and
statutory requirements
Health and Safety
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To be responsible for your own health and safety and be mindful of the health and
safety of other staff and service users.
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The safety of children, young people and vulnerable adults as set out in A Safe Place to
Be: Promoting the Safety of Children, Young People and Vulnerable Adults in
Kingston Library and Heritage Service, reporting any concerns to senior staff
General
 To provide support and share knowledge with colleagues in front line services and to
provide cover as required
 To work in accordance with RBK‘s Equal Opportunities, Health & Safety, relevant
policies and legislation
 Act as a role model for the fair and respectful treatment of others
 Actively challenge discrimination and disrespect where necessary
 Any other duties commensurate with the grade of the post, as may be required from time
to time.
ROYAL BOROUGH OF KINGSTON UPON THAMES
An equal opportunities employer
PERSON SPECIFICATION
Job Title: Library Customer Service Officer
Post No:
Grade: C + 2
Essential
Qualification

Desirable
Good all round education with a minimum of 5 GCSE
subjects. To include Grade A – C in Maths and English
Language
Experience of:
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A minimum of one years’ experience working in a public
library, a public service, retail, finance or similar
environment involving face to face contact with the public
Knowledge of:
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Knowledge and understanding of good customer care
Microsoft Office applications
Books and reading
Other
Requirements:
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Ability to work flexibly, including late
evenings and alternate Saturdays, and occasional
additional Saturdays as requested to meet operational
needs
To travel to and work at any library required to do so
Physical stamina to move and shelve books to a height
of 5 feet
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Ability to:
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Ability to communicate confidently with the public in a
positive and friendly way
Ability to build strong customer relationships
Ability to answer customer enquiries using ICT including
the Library Management System, online reference
resources, the Council’s website and other electronic
resources
Ability to work successfully as part of a team
Ability to assist customers to use ICT and enthusiasm for
its use in engaging customers in learning and re-skilling
Enthusiasm for the promotion of library services to all
age groups and communities
Reliable, committed and organised
Meets the following criteria as set out in the One Council
Leadership and Management Framework:
Delivering Services
 Identifies and is responsive to customer needs, working with
senior colleagues to provide innovative solutions
 Consistently displays commitment to a ‘One Council’ way of
A’ levels
ICT
qualification

working
Recognises the role that technology plays in improving the
service
Personal Effectiveness
 Demonstrates a high level of personal drive and energy that
sets an example to others
 Displays a commitment to own personal development and
learning
 Actively promotes a culture that values equality and diversity
 Is flexible and adaptable to changing goals and
circumstances
Other
Requirements:

Has a strong commitment to following our Six Steps to
working as One Council:
1. Recognise the need to continually learn and adapt.
2. We willingly share our knowledge and learning with
others
3. We work collaboratively across teams, services and
partner organisations
4. Looks for ways of improving what we do and how we
do it
5. We are comfortable with new technology and modern
methods of working
6. We are determined to make a difference to the lives
of our customers
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Has a strong commitment to following our Six Steps to
delivering our Customer Commitment:

We go out of our way to get it right first time
 We listen, understand and deliver
 We respond positively and politely
 We respect each customer as an individual
 We take responsibility for the customer’s issue or
problem
 We work as a team to deliver the solution