The organisation and wider sector

Introduction

The organisation I am currently working for is called the London Borough of Waltham
Forest. They do not offer products in a traditional sense however Waltham Forest council
offers a diverse range of services ranging from:

Job description

My role as a library customer service and business support officer includes customer and
administrative support, furthermore my role includes collaborating with other library
staff to host events and create an engaging and friendly environment for library users.
Here is a detailed overview of the responsibilities my job entails:

Customer and administrative support:

My role as business support officer needs me to be very informed and updated on any
technology that is used in the library as many of the library operations are heavily reliant on
technology i.e. ordering books, printers etc.
• Rhyme time
• Art and craft for adults and kids
• Selling Parking vouchers for residents
• Scanning and verifying personal IDs (passport/ driving licence/ residence permits and
biometrics cards) to Housing benefits and Council tax departments.
• Summer and winter reading challenge for school children.
• Basic computer classes specially for elderly and those who have no or little
knowledge for computers.
• Provide green sacks for the residents living on the high road.
• Ordering books and CDs (spoken words) for our residents.
• Issue/replace library cards to new and existing members.
• Search books and audios on request of the library members and place order for
them.
• Event including Book club for diverse groups.
• Metropolitan Police Service session for the local residents who can come share their
experiences and incidences or any security related issues
Customer service and communication:
• Customer service is at the forefront of my role, dealing with enquiries of customers
and assisting them allowing for them to feel listened to and valued.
• Aiding customers with solutions to problems i.e. creating transport cards,
creating library cards.

Communication and collaboration:

• Communication and collaboration with colleagues, hosting events and
activities for local engagement creating an enjoyable public space for the
community.
• Engaging with meetings and listening to ideas of colleagues and mangers as well
as offering my own perspective on solving current issues and giving ideas.

Safety and regulations

• Daily checks of premises ensuring safety of library users as well as staff
• Any potential safety concerns are promptly reported to the authorities,
maintaining a secure library space for all.

In summary my role as customer and business support advisor includes an integral part of
customer service and administration as well as conducting all necessary library
procedures to create an enhanced and smooth experience for al

Here at Waltham Forest, across every service we deliver, every neighbourhood we work in,
and every conversation we have, our residents come first, and Mission Waltham Forest is
the golden thread to becoming the best borough for everyone.

The organisations mission statement aligns with the organisational values of creating an
equal place for everyone

Stakeholders and partners

1. Residents and Businesses:

• Residents: a stakeholder group and includes everyone living in the community.

They rely on the library services for their daily lives, such as knowing about the
communities’ current events and being a common social space for the residents.
Residents are stakeholders of the library as they are directly affiliated with the
activities and actions of the library.

• Another stakeholder can be other libraries within the local region, Libraries can
collaborate with other libraries in their region to share resources, expertise, and
library management systems. This can lead to cost-efficiencies and a wider range of
offerings for library users.
 Colleagues

• Library employees (colleagues) would be considered stakeholders as they require

safe and stable work conditions, they are directly affiliated with the library as
they are affected with the decisions and the stability of the library.

• Local Organisations: These could include charities, community groups.

Collaboration can happen on projects like, book club for diverse groups or
community initiative projects for children.

maintenance. The organisation may collaborate with these companies in order to

provide an efficient system of carrying out daily council procedures.

CONSORTIUM EXPAND IT
The London Libraries Consortium (LLC), also referred to as The Libraries Consortium (TLC), is
a collaboration between 23 London boroughs and surrounding counties. Their mission is to
improve library services across these regions by working together.
Here are some key points about the LLC:

• Founding and Growth: Established in 2004 by the London Borough of Havering, it has
grown to include members like Essex County Council and Luton Borough Council.
• Shared Resources: The consortium allows member libraries to share resources and
contracts, leading to cost-effectiveness for both libraries and residents.
• Library Management System: One of their biggest achievements is implementing a
shared library management system, streamlining operations across member
libraries.
• Increased Borrowing Options: With a single library card, members can borrow
materials from any of the consortium's libraries, giving them access to a much wider
collection.
• Standardised Practices: The LLC promotes standardized borrowing practices across
libraries, making it easier and more convenient for users.

Overall, the London Libraries Consortium works to enhance library services in London and
surrounding areas through collaboration and resource sharing.

Waltham forest fits under wider knowledge, information management sector (KIM).

• Council Websites & Data: The council website itself acts as a knowledge base,
providing residents with information on services, policies, and local news.
• Libraries & Archives: Waltham Forest Council operate and part of the consortium
with local libraries and archives, which are key players in the KIM sector.
• Data Sharing & Transparency: The council participate in initiatives for open data
and collaborate with KIM sector organisations to improve public access to
government information.
Organisation’s place within the wider, national library, archive, knowledge, and
information sector
Waltham Forest Council fits within the national library, archive, knowledge, and
information management sector:

• Waltham Forest Council is responsible for managing libraries within the

borough, making it part of the national network of local authority library
services. These libraries play a crucial role in providing free access to
information and resources for communities.
• The London Libraries Consortium (LLC) consists of member local authorities.
Waltham Forest Council is a member, benefiting from the consortium's resource
sharing and collaborative initiatives. As well as being able to access its services
and information very easily
• The council has a department responsible for managing its own knowledge and
information resources. This involves things like council reports, policy
documents, and public information.
• The council has a responsibility to ensure residents have access to government
information and services. This involve maintaining a website, providing public
access to council documents and offering information helplines. This provides a
hassle-free way of accessing information for the general public.

Corporate vision/ organisational values

With our communities, we will design a Waltham Forest Equalities, Diversity and Inclusion
strategy with deliverable actions and clear accountability.

Confidence in our future can only exist if it is held in all our communities. The impacts of
Covid-19 have highlighted inequalities some of our diverse communities experience, such
as race, socioeconomic or health inequalities. We will face these challenges head on.
Before the end of the year, we will publish a ‘state of the borough’ equalities report. We
will also engage across the borough on its findings and the action we will take.

With our communities, we will design a Waltham Forest Equalities, Diversity and Inclusion
strategy with deliverable actions and clear accountability.

The future must meet local residents’ housing needs. We are committed to driving forward
with plans to deliver much needed housing, community facilities and health services.

We want to support the housing needs of our younger people, ensuring they have options
to meet their aspirations for affordable and high-quality homes. We want to help this
generation and we understand the security of a home is crucial for young people to
prosper and thrive.
We will continue to build a higher percentage of affordable housing than any borough in
London and take action to make sure that homes are for local people.

We will focus on creating a Borough that is resilient and sustainable, to make Waltham
Forest a place where people want to work, rest and spend time on recreation. The Council
will show leadership to take our Borough towards a greener future, by investing and
changing behaviours.

Mission statement

Waltham Forest today is a vibrant, young, diverse, and culturally rich borough that has
made major progress in the past ten years. We are committed to building on our progress,
and we understand the potential we must inspire and create opportunities that help make
Waltham Forest a more equal place for everyone. We are a Council that delivers for our
residents, working with our local businesses, the voluntary and community sector and our
communities as we all have a crucial role to play. Since 2019, when we were awarded as
the first London Borough of Culture, we have built almost 10,000 new homes, improved air
quality, created 34 miles of cycle lanes and pioneered stronger neighbourhoods. Mission
Waltham Forest is our plan and ambitious vision – the answer to the challenges we face
and the borough’s ambitions. It puts our staff and members at the heart of shaping our
work. It recognises that diversity of thought is our strength, breaking down barriers and
hierarchy, creating new opportunities.

Citations

• Local Government Association (LGA). Represents local councils across

England and Wales. Retrieved from https://www.local.gov.uk/
• Chartered Institute of Public Finance and Accountancy (CIPFA). (n.d.).
Promotes best practice in public finance. Retrieved from
https://www.cipfa.org/
• Royal Institute of British Architects (RIBA). (n.d.). For planning and
development. Retrieved from https://www.architecture.com/
• Institution of Civil Engineers (ICE). (n.d.). For infrastructure projects.
Retrieved from https://www.ice.org.uk/
• Mission Waltham Forest. (n.d.). Welcome to Mission Waltham Forest.
Retrieved from https://missionwalthamforest.com/welcome/
• Waltham Forest Council. (2021). Statement of Community Involvement
update with Addendum. Retrieved from
https://www.walthamforest.gov.uk/sites/default/files/2021-
10/SCI%20update%20with%20Addendum.pdf
• Waltham Forest Council. March 2024. Corporate vision. Retrieved from
https://walthamforestforall.com/corporate-
vision/#:~:text=We%20will%20build%20a%20fairer,Everyone%20benefitting%
20from%20shared%20prosperity
 • Waltham Forest Council. (n.d.). Priority 4: Confidence in our future. Retrieved
from https://www.walthamforest.gov.uk/council-and-elections/about-
us/waltham-forest-public-service-strategy/priority-4-confidence-our-future

Summary

Waltham forest council offers a diverse range of services, from waste management all the
way through to adult social care. Being employes under this organisation my role is to
provide assistance to the users of the library, as well as working as a team to provide a
safe and welcoming experience for the community.

Stakeholders of Waltham Forest Council encompass residents, businesses, government

agencies, local organizations, other local authorities, and private companies. These
stakeholders rely on the council's services and collaborate with it to deliver initiatives,
provide support, and address various community needs.

Waltham Forest Council's role within the wider national library, archive, knowledge, and
information management sector involves managing libraries within the borough,
participating in resource-sharing consortia like the London Libraries Consortium,
managing its own knowledge and information resources, and ensuring public access to
government information and services through initiatives such as maintaining a website
and providing information helplines.