Customer Service Assistant - Houghton Regis Library

Team: LAL - Houghton Regis Library

Job Family: Providing - CBG4
Salary: £24,796 - £25,185 per annum pro rata (£12.86 - £13.06 per hour)
Hours: 23.25 hours per week

Location: Houghton Regis Library, Bedford Square, Houghton Regis, LU5 5ES

Contract Type: Fixed - Permanent 
Closing Date: 1st March 2026
Interview Date: TBC

About the role

Houghton Regis Library is more than a place where you can find books, it is a valuable resource for the community. Our libraries are warm spaces, we tackle loneliness and isolation, we provide IT resources to our customers, we also run a host of different activities for adults and children for example: Rhyme times, Coffee Mornings, Coding Clubs, etc, but most of all we are a welcoming, and a safe place for the whole community.

We are looking for an enthusiastic Customer Service Assistant who can provide a first-class service. You will deliver a high level of customer service and interact effectively with a wide range of people daily. The day-to-day duties of our Customer Service Assistants include:

• Assisting customers to use our self-service terminals and other technology within the library, finding books and information for our customers
• Actively taking part and leading activities for both children and adults
• Dealing with library stock by moving and handling large numbers of books and other materials.

You will also be passionate about the library service and actively promote and encourage the use of the Library.

Our Customer Service teams deliver a vibrant, high-quality, relevant and sustainable library service by contributing to Library Strategy priorities, you can read more about this by following this link, engaging with new and existing customers and helping to increase library usage, and supporting the continuing modernisation and transformation of this important service.

To work in our Libraries, you will need:

• Excellent customer service skills and experience of working with the public in front-line customer service
• Good IT skills (GNVQ level 2 or equivalent). You will assist our customers to use self-service terminals as well as using computers, tablets, printing services and promoting Library Apps
• An interest in books, reading and information. Experience of working in a Library isn’t essential but is desirable as is a good knowledge of current book trends.
• Great communication skills, and an ability to communicate clearly and confidently
• Fluency in the English language (this role is covered by the The Code of Practice (English Language Requirements for Public Sector Workers) Regulations 2016)
• A passion to create a friendly and welcoming environment for our customers. You will be participating in Library events such as Rhyme time and Story time which can be very busy and noisy, as well as assisting with school visits, assemblies and out of hours events.
• The ability to travel to and work flexibly at any of our 12 libraries if required for which a driving license and access to a car is desirable.

Please note that working in our libraries can be physically demanding and will include shelving books, pushing trolleys, carrying boxes, moving shelving and furniture for events. We are happy to discuss this further and would encourage candidates invited to interview to explore with us any reasonable adjustments that may be required. Please be aware that the roles within our Library service will always have an element of using the appropriate equipment, such as book trolleys and sack barrows, and techniques for moving and handling large quantities of library stock and furniture.

Although you will be based at one library, you must be able to work flexibly at other libraries if required. This position is for 23.25 hours only, working:

  Monday Tuesday  Wednesday  Thursday Friday Saturday Week 1 OFF 1pm - 6pm 1pm - 6pm 1pm - 6pm 1pm - 6pm OFF Week 2 OFF 1pm - 6pm 1pm - 6pm 1pm - 6pm <