Business Solutions Officer - Library Kiosks

Job description

Business Solutions Officer - Library Service

£19 PAYE or £23 UMBRELLA

West Sussex County Council

Initially 2 months

Please note this role will be working from home predominantly, but some requirement to visit and occasionally work from a WSCC library building

About the job

The kiosks were installed across the library network in November 2020 and have been operational for the core library self-service functionality since then.

The kiosks have all been supplied and installed with hardware to enable customers to pay charges via chip & pin/contactless devices, but this functionality is yet to be implemented and achieving this task is the key priority for this assignment.

The kiosk payment functionality involves several different suppliers, all of whom need to provide their services as detailed under contract, for library customers to successfully make card payments using chip & pin / contactless:

• HWE - payment system provider
• MNI - the payment system gateway used by HWE
• Ingenico - the payment system hardware embedded in the kiosks
• Worldpay - the acquirer
• Lloyds - the bank used by WSCC
• D-Tech - the kiosk provider • Spark - our library management system
• CTS - manage the network the kiosks run on
• WSCC IT
• SAP
• WSCC finance and banking staff

This role will work with the Library Service and their operational teams, plus other internal WSCC stakeholders, including WSCC IT, and all external stakeholders required to implement the self-service kiosk payments technology.

Key responsibilities:

• Familiarisation with the library self-service kiosks operation, including understanding all third-party suppliers and their interdependencies.
• Auditing the current situation with payments technology and assessing what is needed to achieve implementation for customers.
• Devising and delivering the project plan to include all elements of the work to implement payments technology for customers, including stakeholder engagement, practical testing, problem solving and evaluation.
• Liaising with technical areas, ensuring that requirements are met by the solution. Ensuring issues are identified, tracked, reported on and resolved in a timely manner.
• Proactively resolving customer satisfaction issues. Ensuring the Library Service remains informed and updated as the service client throughout the lifetime of the assignment.

What you'll need to succeed

You will be able to demonstrate good knowledge of relevant current technology and implementing payments technology solutions in similar customer service environments. You will be able to build strong relationships with senior business leaders and other stakeholders to achieve shared outcomes. You will be a highly motivated, dynamic individual with the ability to solve problems.

Required experience and skills (These will be used as the shortlisting criteria)

Key Skills:

• Ability to operate within a matrix type organisation / project management context, using softer skills such as consulting and influencing, and working with a range of stakeholders.
• Excellent problem-solving skills, with the ability to think laterally and demonstrate creative thinking.
• Planning, documentation, analysis and business requirements management techniques.
• Strong communication skills, able to communicate ideas in both technical and user-friendly language.
• Ability to take an analytical and methodical approach with excellent attention to detail.
• Customer service focussed and experienced with a hands-on attitude.

Qualifications and/or experience:

• Degree, or equivalent qualification or experience, demonstrating that level of applied knowledge in information technology or digital systems.
• Demonstrable practical experience in implementing technology systems (especially payments or point of sale systems) in customer environments.
• Demonstrable evidence of providing customer focused, timely, sound and accurate advice and guidance direct to managers and working through very complex problems.
• Experience of working in partnership and networking, and of providing professional advice to a range of staff and partner organisations.
• Experience and confidence in dealing with people, including the public, service users and staff and the ability to establish credibility at all levels of the organisation.