Library and Information Assistant - Cluster

Library and Information Assistant | 10835 | Permanent Contract | 15.5 hours per week | £25,989 to £26,403 per annum pro rata (Scale D) | Swaffham and Downham Market Libraries

Norfolk County Council is seeking a committed and customer-focused Library & Information Assistant to deliver high quality front-line library services across local communities. This role plays a key part in supporting reading, literacy, digital inclusion and access to trusted information for people of all ages.

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.

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, well-being, and early years development (e.g. Bounce & Rhyme).
• Digital assistance: Help customers use online Council services, self-service systems, and Open Library technology.
• Safeguarding & safety: Maintain a safe environment, follow safeguarding procedures, support health & safety compliance, and manage low-level anti-social behaviour.
• Managing behaviour: Confidently manage challenging behaviour and difficult 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, with full responsibility for the safe and effective operation of the library.
• Building responsibility: Carry out opening and closing duties, including during lone working, ensuring the building is secure, operationally ready, and compliant with health and safety requirements.
• 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.

About You

• Recent frontline customer service experience.
• A clear and confident communicator with strong listening skills.
• A positive approach to working with people of all ages and backgrounds.
• Confident using IT and supporting others to build digital skills.
• Able to work independently, including during periods of lone working.
• Well organised, accurate, and able to manage varied tasks.
• Committed to safeguarding and maintaining a safe public environment.
• A keen interest in reading, with a commitment to continuous learning.

Desirable: Experience working in libraries; working with families or children; supporting volunteers; or applying health & safety procedures.

Working Arrangements

• Includes evening and weekend working
• Involves some lone working
• Requires working across multiple libraries within a cluster
• Involves lifting and moving materials (up to 10kg)
• Requires flexibility to meet service needs 

15.5 hours/week

Week 1                                      Week 2

Tuesday 10am - 5pm            Tuesday 10am - 5pm  

Thursday 3pm - 7pm             Thursday 3pm - 7pm 

Saturday 10am - 4pm            Friday 2pm - 7pm 

Please submit your CV and a cover letter explaining how your skills and experience meet the requirements of the role.

We are particularly interested in candidates who can demonstrate recent experience of face-to-face customer service, supporting the public, using digital systems, and adapting their communication to suit different customers.

Include clear examples in your cover letter, as this will be a key part of the shortlisting process.

Join us and help deliver Norfolk County Council’s vision of “Caring for our County” by supporting your community to thrive through access to reading, information and opportunity.

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.

Redeployment closing date: 13 July 2026 23:59

All other applicants closing date: 27 July 2026 23:59