Customer Service Officer

About the Role

We are looking for an enthusiastic and customer focused individual to join our library team and help deliver a friendly, welcoming, and efficient service to our communities. In this role, you will support a range of library events, learning sessions, and community engagement activities while ensuring customers receive excellent support and assistance. You will also help maintain library stock, displays, and presentation standards, as well as use digital tools and self service technology to enhance the customer experience. Working closely with colleagues, volunteers, and community partners, you will contribute to continuous improvement across the service.

Ideal Candidate

The ideal candidate is passionate about libraries and the communities they serve, bringing energy, creativity, and a customer focused mindset. You enjoy supporting people of all ages and backgrounds, whether helping them navigate digital resources, encouraging a love of reading, or leading engaging events and activities. You are adaptable, friendly, and collaborative, thriving in a team while confidently taking initiative when needed. Strong communication skills and a proactive approach are essential, alongside experience in customer service or community engagement. Experience in library systems, digital inclusion, or running learning sessions is desirable. Above all, you are motivated to make a positive impact and help our libraries remain vibrant, welcoming spaces at the heart of Kingston.

Benefits

• A generous annual leave entitlement of days, plus bank holidays (pro rata if part time working hours apply) depending on service and grade.
• Enhanced maternity, paternity, shared parental, adoption and dependents leave.
• Three volunteering days per year in Kingston.
• Hybrid working (dependent on the role).
• Flexible and agile working arrangements using Google Chromebooks.
• Learning and development portal offering a range of courses.
• Discounts on a range of local shops, restaurants, gyms and leisure centres.
• Interest free season ticket loans.
• Local Government Pension Scheme.
• Bicycle loan facilities and cycle to work scheme.
• Electric vehicle leasing scheme.
• Confidential health & wellbeing and counselling support.

Equal Opportunities

We are a disability confident employer and guarantee to interview all disabled applicants who meet the minimum essential criteria for a role. As an accredited London Living Wage Employer all our employees are guaranteed the London Living Wage regardless of their length or type of contract. We uphold a strong commitment to diversity, inclusivity and bias free recruitment practices, aiming to reflect the community we serve.