Customer Services Supervisor

I have worked at Saffron Walden Library for 20 years. In 2007 the library was refurbished and we now have a lovely bright modern looking building, new furniture and new books. Having done Frontline I feel I have been refurbished and refreshed too.

Talking to customers as they looked for books opened my eyes to much more than just display. I found customers are visibly unsure where to go and what to do. Yet when approached they are really keen to talk about their reading and to find out more. It really brought home to me the importance of 'meet & greet' staff.

In the past I was often apologising for something we were not doing, now I feel proud to be here; we have terrific books for free, we have great experienced knowledgeable staff, we offer a brilliant service.