Customer Service Officer

Role Responsibility

The work of Kent Libraries, Registration and Archives (LRA) service is hugely rewarding. Our fantastic teams make a positive difference to the lives of our many customers by putting our services at the heart of local communities. Customer Service Officers (CSOs) lead the front-line teams in Kent’s town centre and branch libraries. They make sure the needs of customers are met and the day-to-day business is delivered to the highest standards.

The CSO role is a very interesting and broad one, which will enable you to be involved in many aspects of services. One day you could be supervising the delivery of library services and line managing staff, the next you could be dealing with customer enquiries or completing birth and death registrations. The registration aspect of the CSO role requires a sensitive approach to customer service, as well as good accuracy to ensure information is recorded in line with legal requirements.

The successful person will be a great people manager, who can be resilient when dealing with day-to-day operational challenges and enjoy meeting and working with a wide range of people.

The role also offers a wide range of development opportunities, both within Libraries, Registration and Archives and wider parts of KCC. We provide a broad range of training courses to develop our colleagues and also help them progress in their skills and careers.

30 hours per week are worked across a range of hours including weekends, and you may be required to undertake periods of lone working, as well as occasional working at other locations across the Tonbridge libraries district.

As a Kent County Council employee you will enjoy the following benefits:

- 27 days annual leave rising to 29 after 5 years, plus bank holidays

- Competitive salary

- Local Government Pension Scheme

- Opportunities for training and professional development

- A wide range of health and wellbeing support

- Good work/life balance

- Access to Kent Rewards scheme, with discounts and cashback from hundreds of companies

This post is considered by KCC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements. The appropriate standards are set out in the Job Description/Person Specification.

This post is subject to an Enhanced Disclosure Application to the Disclosure and Barring Service.

Please watch this short information video for an overview of the Customer Service Officer role: Join our team: Become a Customer Service Officer at Kent Libraries, Registration and Archives https://www.youtube.com/watch?v=-o6PobLD6EA 

Applicants to previous Customer Service Officer vacancies in the past 6 months who have been unsuccessful need not apply.

Interview dates planned for: Week commencing 2nd December 2024

Start date: Early-mid January 2025

Contact Details

For further information on this role, please contact:

Lucie Read- Assistant Service Manager 03000 414969

Rebecca Norman- Assistant Service Manager 03000 419773

About the Company

Work that works for you and us - let’s talk flexibility!

KCC is committed to building a workforce which reflects the diversity of the county’s working residents, encouraging applications from people of all ages, abilities, genders, sexual orientations, ethnic backgrounds, faiths and those with caring responsibilities, and aspires to create an inclusive workplace where everyone can be themselves at work.

Please note – if you are interested, please apply as soon as possible as the closing date for this advert may be earlier than stated should a number of suitably qualified candidates apply.