Training and support
Customer services and public engagement roles
Training and support
Staff complete a comprehensive induction programme plan for their role, as well as mandatory training or e-learning relating to staff wellbeing, fire safety, health and safety and data protection.
Learning is provided through a range of digital and in-person workshops, and through peer mentoring and management coaching. This supports staff to build skills to:
- Create a welcoming environment and deliver excellent customer service.
- Work with vulnerable members of the community.
- Lead and facilitate a range of community-focused activities with adults and children.
- Develop excellent knowledge of the information and stock available to customers and how to best promote it.
- Assist in the management of a safe and inclusive library.
The training and support provided empowers staff with the knowledge and skills to understand and respond appropriately to the variety of situations that can arise within library working.
Managers actively monitor performance and provide regular communication updates, training and support through local team meetings, weekly updates and one-to-one sessions.
Continuous professional development linked to business priorities and support to manage the complexities of the role is also provided.