Customer Specialist, Prison Library - Working for Essex
Salary: Up to £23,374 per annum FTE, £5,053.83 pro rata
Closing date: 21 Aug 2022
Location: Chelmsford
Hours: Part-time
Req ID: 8355
Role: Libraries and Registration Services
About the role

Customer Specialist, Prison Library

Fixed Term, Part Time

Up to £23,374 per annum FTE, £5,053.83 pro rata

Location: Chelmsford

Working Style: Fixed-base worker

Closing Date: 21st August 2022

Please note this is a part time role working 8 hours per week, 08:00 to 17:00.

Please note this is a fixed term contract for a period of three years.

The Role

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. Part of this work is to promote specialised knowledge and improved service and efficiencies.

The Customer Specialist will support in the day-to-day delivery of a prison library service within the unique environment of HMP/YOI Chelmsford. We are seeking a passionate and dedicated individual to join our team. If you have excellent communication skills and enjoy a challenge, this is a fantastic opportunity to promote reading and make a difference.


  • Support the Prison Library Supervisor to deliver a library service as laid out in the Service Level Agreement, together with added value activities such as Storybook Dads, Reading Ahead, Family Library Times, and author visits which support improved literacy, health and wellbeing and family cohesion.
  • Work collaboratively with colleagues to understand customer needs, resolving them promptly and providing them with a service they value.
  • Responsible for delivering against team objectives to meet deadlines and targets, in support of the wider customer vision.
  • Specific individual and shared targets and objectives are defined annually within the performance management framework.


Budgetary responsibility (direct or indirect impact): None

People management (including direct reports): None

Special Conditions: Working in a secure and often challenging environment, requiring resilience and an adherence to strict security procedures.

Knowledge, Skills and Experience

  • Experience of working within a library, or customer service role is essential. The role requires excellent communication skills and flexibility in order to respond to a rapidly changing environment.
  • An ability to multi-task and manage a varied workload.
  • Positive and tenacious with a determination to find solutions to problems.
  • Ability to develop skills and knowledge in role.
  • Demonstrable experience and competence using computerised systems with a high level of speed and accuracy.
  • Confident, assertive and emotionally resilient, whilst maintaining empathy for the library customers who may have complex needs including poor mental health, low levels of literacy and challenging behaviour.
  • Experience of working with offenders is desirable, although not essential as full training will be given.

To read more about us please visit:

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 offer an excellent benefits package to all its employees. More information can be found here pay and reward

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.

For an informal discussion contact Frances Osborn by email at

As part of employment with Essex County Council 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 visit:

Essex County Council is proud to offer an excellent benefits package to all its employees. For more information, please use the following link:

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.

We seek the best talent from the widest pool of people as diversity is key to our success.

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