Customer Services Assistant

Customer Services Assistant

Permanent, Part Time

£25,081 per annum

Location: Chelmsford

Closing Date: 15th March 2026

Please note this is a part time position working 18.5 hours per week. The pro rata salary will be £12,540.50 per annum

Please note this is a part time position working 11 hours per week. The pro rata salary will be £7,456.51 per annum

Working Pattern

This position will require you to work weekends

The Role

The roles will include working primarily at South Woodham Ferrers, Great Baddow, Danbury and Stock libraries, however, you may occasionally be required to cover in other libraries in the Mid area according to business need. The role will include delivering Rhymetime sessions and class visits.

The Opportunity

The Customer Services Assistant will ensure a high level of customer service at Face to Face front-line locations 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 Face to Face Service provides a customer focused service through library locations across Essex. Face to Face Services also specifically includes Registration, Library and Coroners Service responsibilities.

Accountabilities

• First and foremost - you like helping people. If you've got some IT skills - self-taught or not, that's ideal. We use self-service equipment, and our customers need your empathy and patience at all time.
• Arranging and conducting Rhymetime, an inclusive session for all families with babies and toddlers.
• Health & Safety is key to what we do. We'd like you to be the kind of person who sees things that need sorting and help sort them out.
• You'll help with promotional activities - we generate income in all our libraries and value your ideas. Especially ones that can be rolled out across all Libraries.
• Assisting customers to use the library catalogue and learn to use the full library offer.
• Ensure seamless stock circulation and management, involving sorting, shelving, tidying, and handling reservations, fines, and membership activities.
• Data drives us - you'll help us look at it in different ways, ensuring that we focus on the customer and staff to improve what we offer.
• Our smaller libraries have less staff, so we'll ask you to help out with unlocking / locking up, and ask you to be a trusted keyholder.
• Planning and Delivering Class visits to Primary School aged children

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.