Library and Information Assistant

Library and Information Assistant | 11243 | Permanent Contract | 10 hours per week | £26,847 to £27,274 per annum pro rata (Scale D) | Mile Cross and Plumstead Road Libraries

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.

Key Responsibilities

• Customer support: Welcome all users, respond to enquiries and help customers access resources, information and services.
• Activity delivery: Support and deliver programmes 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 behaviour, and support health & safety compliance.
• Managing behaviour: 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.
• 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 organising, 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.

We're looking for someone who:

• 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.

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

Wednesday 16:00-19:00 - Plumstead Road Library

Thursday 15:00- 19:00 - Mile Cross Library

Saturday 3 hours either 10:00-13:00 or 13:00-16:00 to be discussed at Interview.

For an informal discussion about the role, please contact Nicholas Hobbs, Library Manager – [Plumstead Road and Mile Cross] Libraries on 01603 433455 or 01603 425906

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.

These are some benefits you can enjoy by working for Norfolk County Council:

• 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 programme 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.

  • A Blue Light card 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

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 to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position.

Redeployment closing date: 5 October 2026 23:59

All other applicants closing date: 12 October 2026 23:59