Overview
Customer Services Assistant
Fixed Term, Part Time
£25,081 per annum
Location: Ingatestone
Closing Date: 19th February 2026
Please note this vacancy is available as a fixed term contract or secondment opportunity for up to 6 months
Please note this is a part time position working 11.5 hours per week. The pro rata salary will be £7,795.45 per annum
Working Pattern
Every Saturday 9am to 5pm and Monday 3pm to 7pm
The Opportunity
The Customer Services Assistant will ensure a high level of customer service at Face to Face front-line locations across the County, working with a wide range of customers, volunteers, stakeholders and partners.
The role will welcome and interact with all customers and identify their individual needs, actively seeking to meet those needs to provide a quality service and enable customers to make full use of the facilities available.
As part of Customer Operations, the Face to Face Service provides a customer focused service through library locations across Essex. Face to Face Services also specifically includes Registration, Library and Coroners Service responsibilities.
Accountabilities
- Understand the needs of customers and deliver the best possible outcomes through exemplar customer service.
- Provide support and training to customers using information communications technology (ICT) equipment and software.
- Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information – including referral to other services as appropriate – in a timely fashion.
- Oversee and provide customers with guidance in the use of self-service equipment.
- Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
- Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
- Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
- Contribute to the compilation of statistical returns, and any other general administrative duties.
- Responsible for locking and unlocking, as necessary, acting as keyholder.
- Specific individual and shared targets and objectives are defined annually within the performance management framework.
The Experience You Will Bring
- Possess a European Computer Driving Licence or NVQ Level 2 in IT or equivalent ICT skills or demonstrably equivalent ability.
- Ability to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
- Experience of working with the public in a customer-orientated service. Understand the need to deliver a service that has our customers as the focus of activities.
- Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience.
- Experience in working in a busy customer facing environment and delivery high quality customer services across a large organisation.
- IT literate in MS office programmes and ability to learn to use in-house IT systems and processes quickly.
- Using own initiative and working effectively as part of a team to resolve problems and meet desired outcomes.
- Awareness of the services which public libraries, registration and coroners service currently offer to customers.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
