Consultancy and staff support



Clients' comments

Feedback from training


View Jerry Hurst's profile on LinkedIn

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Phone: 07950 408347







Supporting work with readers and learners of all ages, interests and abilities

My hands-on consultancy covers all of the areas in which I train, including Change Management, Transition, Customer Service and Floor walking. I am available for observation and mystery shopping, which provides ideal preparation for training and consultancy in these areas.


I have worked with Jerry for many years, off and on, and the latest piece of work (Success through Change) - equipping nearly 300 staff at all levels for a major change programme - has once again demonstrated his real skills and abilities. Need I say more than the fact of 100% of the evaluation forms rated Jerry as good or excellent?
David Murray, Programme Lead Customer Services Integration, Haringey Council.

Jerry Hurst was commissioned to design a one-day training course for Warwickshire Library Service for a mixture of library and one stop shop staff to enable them to deliver effective floor-walking and create a customer-focused environment. The result was a number of interactive days with the majority of participants rating the course as “excellent” or “very good”. Jerry’s informal presentation was enjoyed by staff who welcomed the sharing of ideas and group discussions.

Jerry was able to engage with staff at all levels and developed a course suitable for both new starters and those who had worked in the library service for numerous years and were already delivering the service through floor-walking. Following each course Jerry provided comprehensive details of staff ideas, suggestions and feedback. Staff were encouraged to think about what they learned which would be most useful in their work and were invited to make three pledges of actions they would take forward as a result of the training.

Jerry also undertook a mystery shop visit to each of our libraries and provided feedback as to improvements required. This was also a useful exercise in terms of planning his courses and making them specific to his findings.
Ayub Khan MBE, Customer Service Manager, Face to Face, Warwickshire County Council

Jerry has delivered extensive customer care consultancy and training for Vivacity. This has encompassed all levels of staff from life guard and customer assistant to the Chief Executive. The training was tailored to meet the diverse needs of the organisation and Jerry's delivery was spot on - he engaged extremely well with participants. The training has been well received by all staff and we have had positive feedback from customers who have noticed an improvement in the front of house service they have received. I would not hesitate in using or recommending Jerry for customer service and customer care training, no matter what the organisation or sector. Top Qualities? Great Results, Good Value, High Integrity.
Heather Walton, Customer Services Manager, Vivacity Peterborough Culture and Leisure.

To what extent did the consultancy meet our requirements? - 10/10. How useful was the consultancy in helping us to achieve our intended service outcomes? - 10/10.
Liz Bowe, Library Operations Manager and Mike Lister, Area Library Manager Carlisle & Eden, Cumbria Libraries. (Creating a successful library for teenagers: a role for everyone
- a package of strategy development, practical implementation and staff training & support).

For us as a management team these customer engagement sessions have been useful to focus people on how we want to go forward and have brought everyone to a level playing field, so we can move on. They have provided a platform for this year’s team plans. Your style is excellent – approachable, putting people at their ease. Very useful.
Pam Jones, Principal Librarian, Knowsley MBC.

Photograph. LibraryPhotograph. MuseumPhotograph. Library

To support clients through these times of change, and as we strive to make limited resources stretch further, Jerry is offering a range of high quality, tried and tested services at very significantly reduced rates. This includes:

• Training.
• Delivery of programmes and one-off projects.
• Front-line staff support.
• Strategic or hands-on consultancy.

Jerry's work is geared towards helping clients in the process of service and staff development - supporting staff, including volunteers, during these challenging times. In particular, his training specifically addresses practical issues resulting from restructuring and changes in staff roles, focusing on developing staff confidence, skills and knowledge.

He works within these broad areas: advocacy, marketing & promotion; behaviour management; consulting & involving young people; customer service & customer care; partnership working; presentation skills; study support; service planning, delivery & evaluation; reader development; school class visits; school library self-evaluation; services for children & young people; social inclusion; stock selection & promotion; storytelling; working with teenagers.

Jerry contributes to work with children, their parents and carers, teenagers or adults and to programmes covering the full range of service provision. He has worked with more than one hundred clients, most commissioning further work. Almost all of his work is appropriate for or adaptable to is adaptable to Library, School, Archive, Theatre, Arts, Museum, Heritage, Sports and Leisure settings.

For more information about Jerry's training, click here.
To see what clients have said about Jerry's staff training and consultancy, click here.
To see what participants have said about Jerry's training, click here.

Consultancy options include, for example:

  • Creating a Successful Service for Teenagers: a role for everyone (a package of strategy development, practical implementation and staff training & support)
  • Planning, co-ordination and evaluation of projects
  • Guidance on, or writing of advocacy plans, and participation in their implementation
  • Delivery of short or medium term projects, including outreach work
  • Working alongside staff to help them develop confidence, skills and knowledge
  • Practical follow-up to any of the staff training options described on this website

If you need further information, or would like to discuss your training or consultancy requirements, please e mail or phone 07950 408347.

Text and images © Jerry Hurst