Enquiry Executive - The Guardian : Job Details

House of Commons

The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days' annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 28.97%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

The Research & Information (R&I) team in the House of Commons is the home of the House of Commons Library, and the Parliamentary Office of Science and Technology (POST). Our team includes librarians, researchers, scientists, statisticians, communications professionals, data and information managers, and more.

This role is based in Members' Library Services. It is responsible for the operation and management of the Members' Library in the Palace of Westminster as well as the email, in person and telephone information request and enquiry service provided for MPs and their staff. Members' Library Services work closely with research teams who are grouped into eight sections on a subject basis, and the Library Resources Team who manage online and hardcopy resources for the Library. Members' Library Services also manages the Library book loans service.

We're looking for someone to join our team of Enquiry Executives to support the information needs of MPs and their staff, who enjoys working flexibly and in a customer service environment.

The Role

Based in the Palace of Westminster, Enquiry Executives (EEs) work in a customer facing team handling a range of information and research requests from MPs. Requests are typically received via email, telephone and in person which the team then log and triage to colleagues as appropriate. This work requires our team to work systematically, with close attention to detail and ability to discern and allocate written customer requests to the correct subject specialist.

Core duties also include welcoming new members and their staff to the library space, telling them about library services and how they can access online and print library resources. EEs also contribute to keeping the Members' Library suite of rooms in good order, processing deposited papers, presenting Library introduction sessions, and other training activities. EEs act as ambassadors for the House of Commons Library as a whole. To be successful in this role you should be enthusiastic about excellent customer service, be friendly and approachable and have a flexible work ethic.

We recognise that our successful candidates will need support to grow and flourish in the role. The House of Commons is committed to providing training, support and development to all staff. If appointed, specific training and support will be provided to help you develop the skills and knowledge required for this job. You are not expected to know everything about the work of Parliament or know how to perform unfamiliar tasks without training, support and supervision in the early stages. However, some familiarity with the current political landscape and reliable information sources to support these topics would be beneficial.

Some of the responsibilities for this role include:

• Staffing the enquiry desk in the Members' Library and elsewhere on the Westminster estate, taking and logging enquiries from MPs and their staff, in person, by email and by telephone.
• Answering reference enquiries from Members and their staff and dealing with requests for published information.
• Presenting information appropriate to customer requirements and Library standards in written and verbal form.

Skills and Experience

To be successful in this role you will demonstrate:

• You are able to communicate clearly both orally and in writing and can adapt communication style to suit diverse audiences (i.e. Members of Parliament, specialist researchers and colleagues from different teams).
• You can effectively organise your own workload using your excellent planning and prioritisation skills. You are able to demonstrate understanding of the importance of staffing a mix of onsite and remote service points and working to a team rota.
• You are able to use research skills to find and assess appropriate sources. You have experience of finding reliable, accurate and relevant information. You understand the importance of providing impartial and trusted research and information services for MPs.
• You are able to work on your own initiative and collaboratively as part of a team, and seek to uphold the principles of equality, diversity, inclusion and political impartiality at all times.
• You are able to welcome all service users and visitors to the library using your excellent interpersonal skills. You have experience of building relationships with service users and treat all customers kindly and fairly, representing the professional, impartial and confidential services the library provides.

Next Steps and Additional Information

• Application Form - If you would like to apply for this role, please submit an application providing evidence against criteria 1-5 in the Job Description.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.

Please ensure that you anonymise your application by removing any identifiable factors from your CV or Supporting Statement.

We may close the vacancy prior to the closing date stated due to a high volume of applications.

Information Sessions

As part of the process, we will be running virtual information sessions on MS Teams for you to find out more about this role and working at Parliament.

These sessions will be on:

• Tuesday 14 January 2025 at 09:30 - 10:30
• Monday 20 January 2025 at 13:00 - 14:00

Please email confirming which slot you would like to attend, and you will be sent the MS Teams invite.

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