About The Service
An exciting opportunity has arisen for a committed individual with excellent customer service skills to join our West District Teams. The hubs provide a professional front line advice service to customers on Housing Benefit & the Council Tax Reduction scheme, Housing including the Welfare Reform Act and a wide range of council services including library provision.
About the job
The Senior Hub Officer Library will be responsible for: The delivery of a full Library service and participation in the delivery of Hub/Library events, such as Story time, Rhyme time, Book clubs etc. Supporting customers using Hubs & Libraries, provide customer focused delivery of Hub & Library services and information provision. To act as a mentor and to provide support to other officers. Engage with partners to maximise the use of the Hub to include supporting and arranging events & encouraging tenant participation
What We Are Looking For From You
To provide a professional, high quality, customer focused face-to-face service. To ensure delivery of a full Library service, creating book displays, quality-checking bookshelves and ensuring service delivery maintains a high standard. To encourage new Library members & provide an informative customer focused Library service. To assist with the promotion of library related services through participation in events, story times, displays and exhibitions – including school visits. To advise on all aspects and a wide range of general Council services resolving enquiries at the first point of contact wherever possible. To encourage financial and digital inclusion by providing practical assistance and advice To resolve enquiries wherever possible at first customer contact, where this is not possible refer to other officers or sections following agreed referral processes. To act as a customer advocate taking ownership of enquiries and ensuring complaints are resolved at the earliest opportunity. To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team, providing cover for other officers, contributing to the work of the team as a whole, and changing location at short notice as required.
Additional information
Weekend and evening working will be required on a rota basis and location of work may vary.
This post is suitable for job share.
This post is subject to Disclosure and Barring Service Standard checks.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas of others.
The interview process for this role will be held in person or alternatively on a virtual basis using an appropriate online platform. The hiring manager will advise of the interview format as part of the recruitment process. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact Thomas.Wong@cardiff.gov.uk
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
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