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Customer Service Advisor

Contract Type


Working Hours

35 Hours

Job Category

Customer Services


Idea Store (Whitechapel)
321 Whitechapel Road
E1 1BU


£32,289 - £34,062



Closing Date

Jul 3, 2022

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Customer Service Advisor

Role Purpose

Tower Hamlets Idea Stores is now recruiting for Customer Service Advisors. We have multiple positions available.

The Idea Store aims to make a difference by providing a welcoming, learning environment and the materials to stimulate enquiring minds and a love of reading.  Idea Store is a modern concept of the traditional Libraries that provides more than a lending service, it offers a large collection of reading materials and computers for its users, it also offers a wide range of events and activities for all ages, such as Story Time Groups, Reading Groups, Homework Clubs, Conversation Clubs, Prime Time Clubs and more.  It also provides a variety of adult learning courses and assists residents to access other Council Services. Also, anything and everything to do with reading for pleasure.

Key Responsibilities

The postholder will be responsible for covering service points, floor walking and assisting customers with their enquires, providing digital assistance, stock/store presentation, providing advice and guidance to learners, signposting customers, and joining new members. You will also be planning, delivering, and evaluating events and activities to a very diverse range of audiences, providing a consistently excellent level of customer service. You will have the opportunity to champion areas of work in turn with other colleagues and will work with internal and external partners to deliver the Idea Store and Councils priorities.  Furthermore, you will be responsible for the opening and closing of sites and assist the Area Service Manager and Customer Service Team Leader in decision-making.  


Our ideal candidates need to be reading enthusiasts who like to engage and help customers of all ages and backgrounds.  Someone who is passionate about libraries and can provide an excellent customer experience. Someone who has excellent IT skills and is able to assist users with information technology and signpost them where necessary.

The postholder will need to be proactive and have a positive approach to teamwork. The workload is fast-paced and varied, so the postholder must be able to multi-task and prioritise effectively and be willing to develop themselves by undertaking new learning. You will be assisting in the training and development of new recruits.

You will be required to work 35 hours a week over 5 day working week, your shift will require you to work one evening a week up to 9 pm and some Saturdays and Sundays on a rotational basis.  

Application Details

This post is open to the following types of applicants: Redeployees/ Internal/ External.

Applicants must be available for a test and Interview on the week commencing 18 July 2022. Successful candidates will be required to attend a work placement on the week commencing 25 July 2022.

You must apply via the online application system. No CVs or alternative forms of applications are accepted. Internal employees should apply via the council's Intranet. External applicants apply via the Council's website www.towerhamlets.gov.uk/careers



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