Customer Services Assistant - Billericay Library

The Role 

This role is unique because it places you at the centre of a library service that is evolving, modernising, and responding to the changing needs of each community we serve. You will be based primarily at Billericay Library but work across several locations, giving you a varied experience and a real understanding of how different communities use their libraries. Your insight will directly contribute to how we shape our service going forward.

The work is genuinely diverse. You’ll support customers with borrowing and digital services, help deliver sessions like Rhymetime, maintain safe and welcoming spaces, and contribute ideas that help us improve and innovate. No two days are the same, and you’ll be part of a team that values creativity, problem‑solving and a proactive, customer‑focused approach.

What sets this role apart is the impact you have on people. Libraries are trusted, inclusive community spaces, and you will be a friendly, reliable presence for customers of all ages and backgrounds. Whether helping someone access essential online services, discover books, attend an event, or simply feel welcome, you will make a meaningful difference every day.

We don’t require previous library experience—just empathy, enthusiasm, and the confidence to support a wide range of customers. We welcome all backgrounds and perspectives and are committed to building a team that reflects the communities we serve.

If you want a role that combines customer service, community engagement, variety and real purpose, this is an opportunity to help shape the libraries of today and tomorrow

The Opportunity

Our Customer Service team are at the heart of what we do- they are the face of our libraries and our driving force. To join them you’ll need to be confident helping a diverse range of customers, with demands that change daily. We have an inclusive environment – your experience, your age and your perspectives are welcome in our team.

Key Responsibilities

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.

Experience and Qualifications:

We welcome candidates with a diverse range of experiences and qualifications. Here’s a sample – what we’re interested in is if you are brilliant at the basics which include:

• Possession of a Driving Licence
• Demonstration that you know how to use IT systems, or have the ability to learn
• Customer service experience in any area
• Confidence in speaking to our customers and signposting them to Library services, other parts of the Council services and our partner organisations.
• Enthusiasm and ideas
• Enjoy working within a team.

We are dedicated to building a team that reflects the diverse community we serve. All qualified applicants will receive consideration for employment.

Together, let's create a welcoming and inclusive library experience for everyone. Apply now to be part of our vibrant and diverse team!

To read more about our business area, please visit Climate, Environment and Customer Services 

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.

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.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

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 https://www.gov.uk/dbs-update-service

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

If you have queries on this role or require anything further, please email daniel.warner@essex.gov.uk

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