Enquiry Librarian - Hertfordshire Libraries - Hertfordshire, United Kingdom
(2020-01)
Provide specialist information, research, and enquiry support across Hertfordshire Libraries. Regularly act as senior officer in charge, taking operational responsibility for service continuity and decision-making.
- Act as senior officer in charge, overseeing day-to-day service delivery and operational decision-making in the absence of management.
- Support operational management and safe closing procedures, ensuring services are delivered effectively and in line with health and safety requirements.
- Contribute to service improvement projects and the development of new procedures and working practices as part of the wider library management team.
- Supervise members of the Enquiry Team, providing guidance, coaching, and workload management.
- Designed and implemented a county-wide staff training framework, improving consistency and effectiveness of learning and development across the service.
- Led a large-scale staff retraining programme, identifying training needs and supporting development across the library network.
- Create and maintain staff guidance documents, knowledge resources, and training materials.
- Act as primary support contact for Hertfordshire's volunteer-run libraries, providing operational advice, troubleshooting, and procedural guidance.
- Support volunteer teams in maintaining strong links with county-wide library services via digital communication systems and tablet-based technology.
- Work collaboratively with colleagues and partner organisations to ensure customers receive appropriate information and support.
- Redesigned the team's statistical recording and reporting processes, increasing consistency, accuracy, and reporting quality.
- Maintain high standards of customer care when handling sensitive, confidential, and complex enquiries.
Assistant Customer Service Supervisor - Harpenden and St Albans Libraries - Harpenden and St Albans, United Kingdom
(2019-01 - 2020-12)
Regularly acted as senior officer in charge, taking full responsibility for daily library operations and service delivery across two busy community libraries.
- Led and motivated staff and volunteer teams, providing operational leadership, guidance, and training.
- Managed complex customer enquiries and complaints, resolving challenging situations professionally and with empathy.
- Supported customers with a wide range of needs, including those experiencing mental health and housing-related difficulties.
- Oversaw health and safety requirements, staffing timetables, statistical reporting, and property management — fulfilling the responsibilities of a site manager.
- Responsible for counting, recording, and balancing cash flow at the library, ensuring accurate financial administration and compliance with internal procedures.
- Helped lead the team effectively during periods of management absence, ensuring smooth, uninterrupted service delivery.
- Acted as key liaison with external organisations operating within library premises, managing shared building arrangements and maintaining productive community partnerships.
- Promoted the library as a community asset, fostering strong relationships with local stakeholders and partner organisations.
- Played an active role in supporting service changes most of all after Covid-19
- Redeployed to Hertfordshire County Council's Operation SHIELD during the Covid-19 pandemic: conducted welfare calls to vulnerable residents, identified safeguarding concerns, and coordinated support with partner services.
Library Assistant - Hertfordshire Libraries - Hertfordshire, United Kingdom
(2017-09 - 2019-12)
Delivered front-line customer service and information support, and led a range of community engagement, outreach, and reader development activities.
- Created the "Classic Challenge" reading initiative, subsequently adopted by multiple libraries across the county.
- Delivered IT Taster sessions, supporting customers in building digital skills and confidence.
- Delivered Chatterbooks sessions tailored to children with additional needs, including autistic participants.
- Coordinated Summer Reading Challenge activities and led school class visits promoting reading and library membership.
- Built partnerships with local businesses, schools, and community organisations to secure donations and increase event participation.
- Supported social media promotion and marketing of library services.
- Managed volunteers and developed positive relationships with local history groups, supporting heritage and community engagement activities.
Library Trainee - Biblioteca Civica di Cornedo Vicentino - Cornedo Vicentino, Italy
Assisted with cataloguing, classification, stock management, and customer enquiries.
Museum Intern - Musei Civici Eremitani - Padua, Italy
Provided visitor welcome, exhibition information, and public engagement support.
