Library and Information Assistant | 10728 | Permanent Contract | 14.5 hours per week (Thursday, Friday + alternate Saturdays) | £25,989 to £26,403 per annum pro rata (Scale D) | Dereham
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
Thursdays & Fridays 9:30am - 5:00 pm
Alternate Saturdays 10:00am - 1:00pm
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.
Redeployment closing date: 24 June 2026 23:59
All other applicants closing date: 8 July 2026 23:59
We have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage. Our economy is growing and driven by innovation in a number of sectors, including energy and food. We also have ambitious plans for new housing and a building programme for schools across Norfolk. Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.
We are the main local authority for Norfolk providing services countywide to more than 850,000 Norfolk residents. We take the lead in critical policy areas, working with 84 elected Members responsible for the strategic local government services in the county.
We provide a high quality service through involving people who use our services to shape and comment on them and by promoting efficiency and innovation.
We work in partnership with local businesses, voluntary organisations and other local authorities such as District and Parish Councils to provide the people of Norfolk with excellent services.
