Senior Enquiries Assistant, City of Westminster

We currently have a vacancy for a Senior Enquiries Assistant. The post is fixed term for two years with the possibility of extension and/or permanency and is for 41 hours per week (including break-time).

Background

The Library is seeking a capable and enthusiastic information-finder to be a core part of the Library’s customer-facing reference enquiry service including fact-finding, press searching, accessing Hansard, finding parliamentary papers, looking up legislation and case law, and providing books and journal articles.
The Library primarily supports the parliamentary work of Members of the House of Lords, providing them with impartial, accurate and timely information from authoritative, quality sources.

The Role

The main focus of this role is providing Library users with a high-quality customer service experience: taking enquiries accurately, delivering accurate, well-presented answers, and referring and consulting appropriately. Developing a solid knowledge of processes and best practice, you will support, guide and help to train your colleagues in the skills they need to work with Library users and respond to requests.

You will also support the Reference Enquiries Manager and Senior Library Assistant (Reference) in key administration and planning to ensure the front-of-house service runs smoothly.

The Person

The successful candidate will have the following skills/experience:
• Understanding of a library or other information environment
• Appreciation of the importance of impartiality and confidentiality
• Solid information-searching skills, with the ability to judge and communicate the quality and authority of resources
• The ability to independently, creatively resolve customer issues
• Knowledge of and interest in current affairs and Parliament

Benefits

Interest-free season ticket loan; childcare vouchers; eye care vouchers; employee assistance programme; reasonably priced in-house gym; access to Safety, Health and Wellbeing service; membership of a Civil Service Pension Scheme.