Role Title:
Front of House Team Member
Reporting to:
Front of House Team Leader
Salary:
Pay Point C, £19,583 (per annum pro rata)
Role purpose:
Front of House Team Members deliver a wide range of customer services to all Library visitors and staff
across the organisation. The team operates in 2 buildings and delivers services across all the Library’s hours of
business.
Team members will be required to be flexible to allow rotation between locations currently covered by the
Front of House Team and any other similar service points that are added in the future.
The role has a high impact on the reputation of the Library because the Front of House Team is the first point
of customer contact. As part of the Access Department, the Front of House Team provides a high quality of
customer service and supports the activities of the other divisions within the Access Department.
Duties and Responsibilities
 Responsible for delivering a high quality service to the Library’s customers through all front of House
operations and to work without direct supervision at specified times e.g. Sundays.
 Provide the first point of contact for all visitors to the Library’s George IV Bridge building and deliver
general reception duties to visitors and staff. Supply information on access to NLS collections and other
appropriate resources.
 Provide initial point of contact for customer feedback and complaint resolution.
 Provide registration services to all users of the George IV Bridge reading rooms and give basic information
regarding NLS collections and access to them.
 Provide initial reader orientation, validation of library cards, care of the collection guidance and security
checking of items brought in and out of the reading rooms.
 Deliver point of sale services for the NLS retail outlet, including daily till balancing, assist with product
sourcing and all aspects of stock control.
 Provide information, orientation and security for all NLS exhibitions and related technical equipment.
 Deliver main NLS switchboard services including answering basic enquiries regarding NLS collections and
access to them. Provide general reception duties to visitors and staff in the Lawnmarket building.
 To assist in the co-ordination of emergency evacuation procedures as detailed in the NLS evacuation plan.
 Any other duties appropriate to Front of House Team Members that may be reasonably delegated by Front
of House managers.
Core Competencies
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Delivering Results (Core) – Take personal responsibility for achieving the right results for the
Library
Customer Focus (Core) – Understand and, within our capability, meet actual and potential internal
and external customers’ needs.
Collaborative Working (Core) – Working together effectively to achieve common goals through
sharing skills, knowledge and information. Collaborating with others to improve services and reduce
costs.
Person specification:
Skills, abilities and knowledge
Essential
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Excellent customer service skills
Excellent verbal and interpersonal communication skills
Good interpersonal presentation
Ability to exercise initiative and solve problems
Excellent organisational ability and time management skills
Good IT skills in particular Excel, Word, Microsoft Outlook and an ability to use internet search
engines effectively.
Good cash handling skills
Ability to work independently without constant management support
Desirable
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Broad knowledge of Scottish heritage and culture
Broad knowledge of Scottish literature
Personal qualities
Essential
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Flexibility and adaptability
Excellent team member
Positive attitude to change
Good personal presentation
Attention to detail
Open and approachable manner
Experience
Essential
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Working with the public in a customer focused environment
Desirable
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Working as part of a large team providing a variety of services