ROYAL BOROUGH OF KINGSTON UPON THAMES
ROLE PROFILE
Department: Library & Heritage Service
Learning & Children’s Services
Directorate
Job Title:
Senior Customer Service Officer
(0.5 FTE)
Grade:
D+2
Post Number:
RELATIONSHIPS
1
RESPONSIBLE TO:
2
 Team Leader: Kingston, Tudor
Drive, New Malden and Old Malden
libraries
/ Team Leader: Hook,
Surbiton and Tolworth libraries
3
IMPORTANT INTERNAL RELATIONSHIPS
 Lead Officer: Library Operations
 Team Leader: Kingston, Tudor Drive, New Malden and Old Malden libraries / Team
Leader: Hook, Surbiton and Tolworth libraries
 Customer Service Supervisor
 Deputy Customer Service Supervisor
 Customer Service Officers
 Saturday Customer Service Assistants
 Library Service Delivery Co-ordinator
 Team Leader: Adult Services and Acquisitions
 Team Leader: Children & Youth Services
 Service Development Librarians
 Heritage Team
 Neighbourhood Officers

IMPORTANT EXTERNAL RELATIONSHIPS
 All relevant partner organisations for whom and with whom the Council does
business including other Local authorities and other Governmental/regulatory
bodies.
 Library users and non users
 Community and voluntary agencies
4
MANAGEMENT RESPONSIBILITY
FOR:
None
MAIN PURPOSE OF JOB

To support the Customer Service Supervisor and Deputy Customer Service Supervisor
in the operational running of the library

To be responsible for the operational running of the library in the absence of the
Customer Service Supervisor and Deputy Customer Service Supervisor with
responsibility for the safety and security of staff, the public, the building, equipment,
stock and monies

To take the lead in working with the Service Development Librarians on the following:
1.
the provision of Council, Government and other information
2.
support for ICT learning including ECDL
3.
the promotion of adult and children’s stock through displays and events and actvities
4. To contribute to the organisation and implementation of events and activities to reach
new audiences and to promote the use of libraries

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
Supervision
In conjunction with the Customer Service Supervisor or in the absence of to:
 Prioritise and allocate workload amongst team members, responding quickly to
operational requirements and re-prioritising as necessary
Communications
 Encourages and actively engages in positive cross-communications and team working,
particularly working with the professional teams to deliver an integrated service
 Communicates clearly and appropriately with the public and colleagues
 Seeks, listens to and reports the views and ideas of staff and 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 contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:

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The day to day operational running of the library with responsibility for the safety and
security of staff, the public, the building, equipment, stock and monies
A high standard of presentation in the library covering stock, information provision,
notice boards, leaflets, displays, furniture, cleanliness and presentation of the building
The active promotion of the use of self-service to customers, allocating staff to assist
customers to use it and making it part of the introduction to the library for new joiners
Open and close and secure the library building with responsibility for and competence in
CCTV systems, fire alarms and security systems
Relief cover at other service points when requested
Be a Key Holder for an allocated branch and available to be called out by the security
company in an emergency
Escalate operational issues to the Customer Service Supervisor
Staff Supervision
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:


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Supervision of branch staff on a daily basis to ensure that tasks are completed and that
staff carry out their duties effectively, reporting any performance issues to the Customer
Service Supervisor
To input staff sickness and other absences on the HR Vision system ensuring accurate
records are maintained
To escalate staffing issues to the Customer Service Supervisor as necessary
Customer Care

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

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
To communicate courteously and effectively with all customers in person, on the phone,
by email or letter, seeking ways in which to meet their requirements
To answer customer enquiries referring complex enquiries to relevant staff in the
specialist professional teams
To use ICT including the Library Management System, the Council’s website and other
electronic resources to answer customer enquiries
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.
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
Cash Handling
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:


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The cashing up process and preparation of money for banking and collection
Calculating relevant charges and fees and handling cash, cheques and Chip & Pin
payments from the public ensuring that income is properly accounted for and processes
and procedures agreed with Audit are carried out by staff
Ensuring that RBK and library policies and procedures are carried out relating to fines
and charges for services and income collection
Resource Management
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:

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The shelving and tidying of stock ensuring that it is well presented, neat and in order
The processing of new stock and circulating stock ensuring that it is carried out quickly
to maximise customer choice at the branch
Courier service deliveries ensuring they are prepared, unpacked and distributed
efficiently
PCs, photocopiers and other library equipment are in working order, dealing with any
problems that arise
The display of newspapers and magazines
The promotion of all library resources to the community, working with the Adult and
Children & Youth teams to reach the widest possible audience, participating in outreach
activities to bring new groups into the library
Information, Learning and Promotion
Working with Adult and Children & Youth Services Team Leaders and Service Development
Librarians(SDL) on:

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


The organisation and implementation of events and activities to reach new audiences
and to promote the use of libraries e.g. attendance at Neighbourhood Festivals, World
Book Night, National Libraries Day etc, co-ordinating events and activities with Team
Leaders and Service Development Librarians
Branch displays co-ordinating book promotions, displays and book related events with
Adult and Children & Youth teams
Leading an Adult Reading Group
Information provision in the branch ensuring that Government, Council and other
information is made available to the public to meet statutory requirements working
specifically with the SDL: Information and E-Services
The promotion of the public’s use of ICT in the library supporting ICT learning and
development activities linked to digital inclusion working specifically with the SDL:
Learning and Engagement
Performance
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:


The delivery of library outcomes and targets set out in the annual Service Plan
The accurate and auditable recording and collection of monthly statistical data from the
branch as required e.g. visits to libraries, participation in activities etc.
Learning and Development
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor and Deputy Customer Service Supervisor or when requested:


Training new staff in routine aspects of library work i.e. counter duties, shelving, stock
preparation, cash handling, reservations
Training and supporting new staff in the use of the LMS and Self-Service
Data Protection


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
To maintain customer records and archive systems in accordance with library policy and
procedures and statutory requirements
Health and Safety
To contribute to the following tasks and take a lead on these in the absence of the Customer
Service Supervisor or when requested:


Health & Safety at the branch working with the Customer Service Supervisor and the
Library Service Delivery Co-ordinator to ensure statutory compliance
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, liaising with the Team Leader: Children and
Youth Services on any issues
General
 To develop, update and act on own personal development plan
 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: Senior Customer Service Officer
Post No:
Grade: D+2 tbc
Essential
Desirable
Qualification

Good all round education with a minimum of 5 GCSE
subjects. To include Grade A – C in Maths and English
Language
Experience of:

A minimum of one years’ experience working in a public
library
Knowledge of:



Books and reading
Knowledge and understanding of good customer care
Knowledge of library management systems and
Microsoft Office applications
Knowledge of the Data Protection Act 1998 and how it
applies to library services
Knowledge of H&S requirements
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Other
Requirements:
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Ability to:
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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
To be a Key Holder for the branch and available to be
called out by the security company in an emergency
Confidence and ability to take charge of the staff,
services and resources delivered by the branch library in
the absence of the Customer Service Supervisor /
Deputy Customer Service Supervisor
Well organised with the ability to timetable and
supervise staff
Ability to answer customer enquiries using use ICT
including the Library Management System, the Council’s
website and other electronic resources
Ability to build strong customer relationships
Ability to train staff in routine library procedures and
policies
Ability to work on own initiative and to work successfully
as part of a team
Ability to work with SDLs and Team Leaders to promote
adult and children’s services
Ability to lead a library Adult Reading Group
Ability to use ICT and enthusiasm for its use in engaging
customers in learning and re-skilling
Ability to develop a knowledge of local communities and
A levels
ICT
qualification



their needs in relation to promoting the use of library
services
Enthusiasm for the promotion of library services to all
age groups and communities
Ability to plan and deliver events and activities to
promote library use
Strong interpersonal and communication skills
Meets the following criteria as set out in the One Council
Leadership and Management Framework:
Delivering Services
 Recognises financial pressures and the need to provide value
for money and maximise return on investment
 Identifies and is responsive to customer needs, working with
them to provide innovative solutions
 Consistently displays commitment to a ‘One Council’ way of
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
 Anticipates and responds proactively to organisational
change
 Continuously looks for ways to improve services and develop
new ways of working
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

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
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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