Norfolk County Council
Library & Information Assistant - Cluster
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Library and Information Assistants
Contracts: 2 x Permanent (26.5 and 21 hours per week), 1 x Temporary for 2 years (18 hours per week)
Salary: £26,847 to £27,274 per annum pro rata (Scale D)
Location: Great Yarmouth and Martham Libraries
Norfolk County Council is seeking committed and customer-focused Library & Information Assistants 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 programs 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 behavior, and support health & safety compliance.
- Managing behaviour: Confidently manage challenging behavior 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 organizing, 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.
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Requirements
- Recent experience delivering excellent face-to-face customer service
- Confident communicator with strong listening skills
- Positive approach to working with people of all ages and backgrounds
- Comfortable using IT and supporting others to build digital confidence
- Can work independently, including during lone working periods
- Organized, accurate, and able to manage a variety of tasks
- Commitment 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
Vacancy 1: Based at Great Yarmouth Library (21 hours per week on a two-week rota)
Week 1:
- 24 hours
- Tuesday 4pm-7pm, Wednesday 4pm-7pm, Friday 12pm-7pm
- Saturday 10am-4pm, Sunday 10am-4pm
Week 2:
- 18 hours
- Tuesday 4pm-7pm, Wednesday 4pm-7pm
- Friday 12pm-7pm, Sunday 10am-4pm
Vacancy 2: Martham and Great Yarmouth Libraries (26.5 hours per week)
Martham Library:
- Tuesday 3pm-7pm, Friday 3.30pm-7pm, Saturday 12.30pm-4pm
Great Yarmouth Library:
- Wednesday 10.30am-7pm, Thursday 9am-6pm
Vacancy 3: Temporary contract for 2 years based at Great Yarmouth Library (18 hours per week on a two-week rota)
Week 1:
- 15 hours
- Monday 4pm-7pm, Thursday 4pm-7pm
- Friday 9.30am-12.30pm, Sunday 10am-4pm
Week 2:
- 21 hours
- Monday 2.30pm-7pm, Thursday 2.30pm-7pm
- Friday 9am-3pm, Sunday 10am-4pm
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
- Financial benefits such as:
- 'Norfolk Rewards' our employee discounts program which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema, and days out. [https://norfolk.rewardgateway.co.uk/Authentication/Start]
- A Blue Light card [https://www.bluelightcard.co.uk/] for Fire Service and Social Care Workers
- 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
Get help with your application
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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. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.
Before you apply, we recommend reading the full Job description and person specification [https://nccjoblibrary-buhfawbxbvb6brdj.a03.azurefd.net/11227_Library%20and%20Information%20Assistant_CES.docx] to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions [https://www.norfolk.gov.uk/jobs-training-and-volunteering/work-at-norfolk-county-council/vacancies/recruitment-information-for-candidates] here.
Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle [https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Ffa-eqie-saasfaprod1.fa.ocs.oraclecloud.com%2FhcmUI%2Ffaces%2FFndOverview%3FmacKey%3DACA1GN%252FcSRKlOeLU%26_afrLoop%3D8587015335213240%26_afrWindowMode%3D0%26_afrWindowId%3Dmx7eds1sa%26_afrFS%3D16%26_afrMT%3Dscreen%26_afrMFW%3D1163%26_afrMFH%3D525%26_afrMFDW%3D1280%26_afrMFDH%3D720%26_afrMFC%3D8%26_afrMFCI%3D0%26_afrMFM%3D0%26_afrMFR%3D158%26_afrMFG%3D0%26_afrMFS%3D0%26_afrMFO%3D0&data=05%7C01%7Cemma.croll%40norfolk.gov.uk%7C711048ee91fb439ca0df08dab8f3665c%7C1419177e57e
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