Customer Services Assistant - Essex Libraries - Working for Essex
Salary: £11.86 per hour
Closing date: 02 Jul 2023
Location: Essex
Hours: Full-time
Req ID: 12393
Role: Customer Services
About the role

Customer Services Assistant - Essex Libraries

Temporary, Full Time

£11.86 per hour

Location: Essex

We are currently recruiting Customer Services Assistant based within our libraries across Essex County Council. This is a temporary position working 37 hours over 7 days including every Saturday for approximately 9 weeks to start as soon as possible. Positions are available in the following areas:

  • Harlow
  • Brentwood
  • Chelmsford
  • Braintree
  • Colchester
  • Tendring
  • Basildon
  • Rochford

Please note, you will be required to travel around to multiple libraries in your location.

The Role

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda – one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We’re immensely proud of our flexible working options.

The Opportunity

The Customer Service Assistant will ensure a high level of customer service at libraries across the County, working with a wide range of customers, volunteers, stakeholders and partners.

The role will welcome and interact with all customers and identify their individual needs, actively seeking to meet those needs to provide a quality service and enable customers to make full use of the facilities available.

As part of Customer Operations, the role provides a customer focused service through library locations across Essex. .


  • Understand the needs of customers and deliver the best possible outcomes through exemplar customer service.
  • Provide support and training to customers using information communications technology (ICT) equipment and software.
  • Answer telephone enquiries from customers promptly providing accurate information – including referral to other services as appropriate - in a timely fashion.
  • Oversee and provide customers with guidance in the use of self-service equipment.
  • Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
  • Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
  • Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
  • Contribute to the compilation of statistical returns, and any other general administrative duties.
  • Responsible for locking and unlocking, as necessary, acting as keyholder.
  • Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

  • Possess a European Computer Driving Licence or NVQ Level 2 in IT or equivalent ICT skills or demonstrably equivalent ability.
  • Ability to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
  • Experience of working with the public in a customer-orientated service. Understand the need to deliver a service that has our customers as the focus of activities.
  • Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience.
  • Experience in working in a busy customer facing environment and delivery high quality customer services across a large organisation.
  • IT literate in MS office programmes and ability to learn to use in-house IT systems and processes quickly.
  • Using own initiative and working effectively as part of a team to resolve problems and meet desired outcomes.
  • Awareness of the services which public libraries, registration and coroners service currently offer to customers.
  • Being able to work across a number of libraries within a given location.

To read more about us please visit: Climate, Environment and Customer Services

Why Essex?

Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest – Basildon and Harlow – are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us here.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website.

Please note that Essex County Council has determined that the off-payroll working rules will apply to this assignment and where a worker elects to provide their services through an intermediary (such as a personal services company) then income tax and primary national insurance contributions will be deducted at source from any payments made to the intermediary.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community here .

If you have queries on this role or require anything further, please email

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