Job Title: Membership Services Assistant

Job Description

Job Title: Membership Services Assistant

Reporting to: Supervised by the Membership & PR Officer and managed by the Library and PR Manager

Working Hours: Total hours: 35 per week. To work in the normal office working hours of 9am to 5pm, Monday to Friday, but the post holder may from time to time need to undertake some aspects of the post outside the normal office hours for which time off in lieu will be given.

Salary: £18,500 per annum

Purpose of Job: To assist Listening Books in ensuring that it delivers a professional customer-focused service.

Main Tasks

1.  To process all audiobooks received and to send out audiobooks

2.  To help deal with and resolve member queries regarding their Listening Books services (including but not exclusive to complaints, technical issues with regards to our online services, prospective and new member requests for information) by either telephone or written correspondence

3.  To update all appropriate systems with new member details and to update existing member details with book requests and any other changes

4.  To liaise with other members of staff with respect to complying with copyright agreements

5.  To actively monitor demand of audiobooks and make appropriate recommendations

6.  To have an understanding of the membership schemes we offer and to communicate them effectively

7.  To undertake admin duties

8.  To liaise with our download service provider (OverDrive) regarding member issues with downloading and transferring audiobooks

9.  To support new volunteers as they learn library tasks, such as showing them how to use our digitisation programs

10.  To process new audiobooks, create copies and add them to the library so they are available to members

11.  To add audiobook information to our library system so it appears in the online catalogue for members

12.  To undertake such other duties and responsibilities as the Director, Membership & PR Officer and Library & PR Manager may from time to time request

Person Specification

ESSENTIAL

1.  Computer literacy

2.  Excellent self-motivation and ability to work under own initiative, whilst maintaining team goals.

3.  Excellent attention to detail

4.  Minimum 5 GCSEs (Grade C or above) or equivalent experience

5.  Keen interest in the world of literature

6.  Proven customer service skills

7.  Good problem solving skills

8.  Ability to manage time effectively, work to several strict deadlines and to prioritise workload

9.  Ability to work under pressure, with speed and accuracy

10.  A strong commitment towards achieving the charity’s aims and ideals

11.  A flexible and adaptable approach

12.  Excellent communication skills

13.  Good numeracy skills

DESIRABLE

1.  Knowledge of audiobooks

2.  Data entry skills

3.  Experience of working or volunteering in the charity or disability sector

4.  Experience of dealing with customer IT queries

5.  Experience of working in a fast paced environment