Library and Information Assistant
About The Position
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.
Requirements
- 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 commitment to safeguarding and maintaining a safe public environment.
Nice To Haves
- experience in libraries
- working with families/children
- coaching volunteers
- applying health & safety procedures
Responsibilities
- Welcome all users, respond to enquiries and help customers access resources, information and services.
- Support and deliver programmes that promote reading, literacy, learning, health and wellbeing.
- Help customers use online Council services, self-service systems and Open Library technology.
- Maintain a safe environment, follow safeguarding procedures, manage low-level anti-social behaviour, and support health & safety compliance.
- 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.
- 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.
- 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.
- Assist with organising, coaching and supervising volunteers.
- Contribute to social media activity and promote engagement with library services.
- Support local targets for issues, visits, activities and income generation.
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.
- ‘Norfolk Rewards’ our employee discounts programme
- A Blue Light card
- Relocation expenses (where applicable)
- An advance of your expenses if you travel for work
- Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions
- Tax efficient ways of getting extra pension and new bikes
- Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
- A payment if you refer someone you know to a hard to fill job
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
