Senior Customer Services Assistant

6 days left

Kenilworth, Warwickshire
£20,092 - £21,748 per annum
08 Jan 2022
24 Jan 2022
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About Us and the Role

This role is based at our busy town centre Kenilworth Library where as a Senior Customer Services Assistant you will be responsible for supervising the Customer Services Assistants and Volunteers in delivering effective services to customers, ensuring a positive experience for customers of all ages. This will include assisting customers with enquiries, the promotion of books, reading and events as well as providing ICT assistance. You will also be responsible for preparing rotas, carrying out banking activities and reporting building faults/ maintenance issues.

You will need to have the enthusiasm to deliver outreach and promotional work, including children's activities which involve singing and telling stories, as part of your supervisory duties you will also need to lead by example and encourage other colleagues with these activities.

ICT plays a big role in libraries today so experience of using office packages, the internet & social media is needed to assist our customers when answering enquiries, giving hands on advice, and carrying out administrative duties.

Working hours across the week will be allocated on a rota basis across all our sites. Libraries are open on a Saturday and specific sites also on Sunday. Staff will be required to work weekends and working patterns will be based on the needs of the service and are subject to change.

Working hours

Week 1: Monday – Friday 8:30-5:30.

Week 2: Monday, Wednesday & Thursday 9:00-5:30, Friday 9:00 -5:15 & Saturday 8:45-1:00.

Sundays as required. Enhanced rates of pay for Sunday working, plus time of in lieu.

Key Skills & Experience Required  

  • 4 GCSE passes, grade C or above or equivalent, to include English and Maths. 
  • A flexible approach to working hours within the needs of the service. You may also be required to work across any of our local libraries
  • Experience of working with members of the public in a customer service environment. 
  • Ability to access and support users to access online services such as government websites, application forms, web email accounts and other similar services. 
  • Ability to share enthusiasm and knowledge of books and reading with customers. 
  • Ability and willingness to create and deliver promotional activities for customers of all ages. 
  • Ability to participate effectively in the recruitment, selection, induction, training, motivation, and supervision of staff. 

On the application form please clearly list that you have the required 4 GCSE passes, grade C or above or equivalent to include English and Maths. Please list each qualification separately with the obtained grade. 

For the full Job Description and Person Specification please click the link here.

This organisation is committed to safeguarding and promoting the welfare of children and young people and adults and expects all staff and volunteers to share this commitment.

The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. You must be able to speak and provide advice in accurate spoken English to the public. 


Additional Information

For further information about the role please contact Dee Berridge Email: or Tel: 07425623335


Closing Date: Monday, 24th January 2022


Interview Date:  Week commencing 7th February 2022

To apply for this vacancy please click on the 'Apply' button.
Our method of application is online, please note, CV’s should not been submitted unless asked to do so. 

If you are unable to apply using the 'Apply' button please contact the Recruitment Centre on including your contact details and any relevant screenshots.

You will be notified of our shortlisting decision via email, so please check your email on a regular basis after submitting your application.   

As part of being a Disability Confident employer we guarantee to interview anyone with a disability whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application form which demonstrates that you generally meet the level of competence required for each competence, as well as meeting any of the qualifications, skills or experience defined as essential in the person specification.   

Should you require application forms in an alternative format / language or any adjustments to be made throughout the application process or upon appointment, please contact  and we will make every effort to meet your specific requirements.  


Warwickshire County Council (WCC) is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. Therefore, we strongly encourage applications from members of underrepresented groups. WCC has a number of staff network groups which provide peer support and safe spaces for employees who hold these and other identities. See more.

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