Library and Information Assistant - Cluster (11199)

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.
• 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 – dependant 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
• Before you apply, we recommend reading the full Job Description and Person Specification to help you demonstrate you meet the criteria. You can also find information on our Terms and Conditions here.
• 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.
• Already a Norfolk County Council employee? See and apply for internal and external vacancies in 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: 22 October 2026 23:59
• All other applicants closing date: 5 November 2026 23:59