At a Glance
- Tasks: Support reading, learning, and digital inclusion in your community.
- Company: Join Norfolk County Council's friendly Library & Information Service.
- Benefits: Enjoy a competitive salary, generous holidays, and flexible working options.
- Other info: Work in a dynamic environment with opportunities for personal growth.
- Why this job: Make a real difference by helping others access information and develop skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27274 - 27274 £ per year.
Norfolk County Council is seeking a committed and customer-focused Library & Information Assistant to join our Library & Information Service. This is a varied and rewarding frontline role supporting reading, learning, digital inclusion and access to information across our local communities. As the first point of contact in the library, you will provide excellent customer service, help customers identify their information and learning needs, and signpost them to appropriate Council and community support. You will also contribute to a safe, welcoming and well-managed library environment, including periods of lone working.
No two days are the same. You may be helping a customer access an online service, supporting someone to develop their digital skills, delivering an activity for families, assisting visitors to find information or promoting library services within the community.
Key Responsibilities
- Customer support: Welcome all users, respond to enquiries and help customers access resources, information and services.
- Activity delivery: Support and deliver programmes that promote reading, literacy, learning, health and wellbeing.
- Digital assistance: Help customers use online Council services, self-service systems and Open Library technology.
- Safeguarding & safety: Maintain a safe environment, follow safeguarding procedures, manage low-level anti-social behaviour, and support health & safety compliance.
- Managing behaviour: Confidently manage challenging behaviour and difficult customer interactions, using effective communication, active listening, and de-escalation techniques to resolve issues professionally and maintain a positive customer experience.
- Lone working: Work independently as the sole staff member on site during certain opening hours, taking full responsibility for the safe operation of the library while it is open to the public.
- Building responsibility: Carry out opening and closing duties, including periods of lone working, ensuring the building is secure, operationally ready, and compliant with health and safety procedures at all times.
- Volunteer support: Assist with organising, coaching and supervising volunteers.
- Service promotion: Contribute to social media activity and promote engagement with library services.
- Performance contribution: Support local targets for issues, visits, activities and income generation.
We're looking for someone who:
- Has recent experience delivering excellent face-to-face customer service.
- Is a confident communicator with strong listening skills.
- Has a positive approach to working with people of all ages and backgrounds.
- Is comfortable using IT and supporting others to build digital confidence.
- Can work independently, including during lone working periods.
- Is organised, accurate and able to manage a variety of tasks.
- Is committed to safeguarding and maintaining a safe public environment.
Desirable: Experience in libraries, working with families/children, coaching volunteers or applying health & safety procedures.
Working Arrangements:
- Includes evenings and weekends.
- Some lone working.
- Work across multiple libraries within the cluster.
- Occasional lifting/moving of materials (up to 10kg).
- Flexible working when required.
Working hours: Saturday 10am – 4pm, Sunday 10am – 4pm.
For an informal discussion about the role, please contact Julie Bernadas, Library Manager – Caister and Gorleston Libraries.
Applying for this role: Please submit a CV and a cover letter outlining how your skills and experience meet the requirements of the role. Successful applicants are typically able to demonstrate recent experience of delivering face-to-face customer service, supporting members of the public, using digital systems and adapting their communication style to meet the needs of different customers. We encourage you to include specific examples in your cover letter, as this will form an important part of the shortlisting process.
Benefits: Competitive salary, generous holiday entitlement, health and wellbeing services including fast-track physiotherapy and a free counselling service, flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.
We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles.
Library & Information Assistant - Cluster in Great Yarmouth employer: Norfolk County Council
Norfolk County Council is an exceptional employer, offering a supportive work culture that prioritises the well-being and development of its staff. With a strong commitment to employee growth, you will have access to training opportunities and resources to enhance your skills while making a meaningful impact on the lives of vulnerable children in the community. Located in Norwich, this role provides the unique advantage of working within a collaborative environment that values partnership with schools and families, ensuring a rewarding experience for all involved.
