Customer Service Adviser (Prison Library)

Oxfordshire County Council; Bicester; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Flexible working

LGPS pension

32 days holiday

Staff discounts

Job summary

Oxfordshire County Council's Bullingdon Prison Library is seeking a Customer Service Adviser to provide reading, lending and information services to prisoners and staff in a secure setting. You will work as part of a team, handling enquiries with sensitivity, following procedures, and promoting literacy while upholding safeguarding and confidentiality.

The role offers flexible working options and opportunities for professional development.

Qualifications

• Strong customer service and communication skills are essential.
• Ability to listen carefully, respond with sensitivity and manage enquiries confidently.
• Maintain confidentiality and follow procedures with sound judgement.

Responsibilities

• Provide reading, lending and information services to prisoners and staff.
• Encourage reading and promote information services to service users.
• Support literacy development and signpost resources as needed.
• Work as part of the Prison Library team ensuring a secure and respectful environment.

Skills

Customer service

Communication

Teamwork

Adaptability

Discretion

Sensitivity

Job description

About us

Libraries in Oxfordshire are trusted spaces, free to enter and open to all. Our libraries offer a range of books, digital and other resources and trained staff to help our customers. We provide cultural and creative enrichment, promote reading and literacy and provide digital access and support for our users. Our aim is to help everyone achieve their full potential and to lead healthier and happier lives with greater prosperity and stronger, more resilient communities.

This position is based at HMP Bullingdon Library, located near MoD Bicester, which is a local and resettlement prison accepting Security Category B male prisoners. Working as part of the team of Customer Service Adviser and Prison Orderlies, you will help support promote the full range of library and information services at HMP Bullingdon for prisoners and prison staff.

About the role

Customer Service Advisers are the first point of contact with library customers and library partners. In this role you will assist the Prison Library Manager in providing excellent, customer focused reading, lending and information services to the service users and staff at HMP Bullingdon. This involves encouraging a love of reading, the use of books and providing and promoting information services and fostering literacy.

About you

The ideal candidate for the Customer Service Adviser (Prison Library) role would need to be a highly motivated and adaptable individual, committed to delivering excellent, customer-focused library services within a secure and unique environment. You would need to demonstrate outstanding communication skills, with the ability to listen carefully, respond with sensitivity and understanding, and confidently manage enquiries or challenging situations involving service users and staff. You would need to be organised and methodical, able to follow procedures accurately while maintaining confidentiality, and use sound judgement and initiative to respond independently to unexpected situations.
You would need to work effectively as part of a team, while also having the confidence to guide, train and support others, including volunteers and prison orderlies. You would need to act with integrity, showing a strong commitment to equality, safeguarding and strict adherence to security procedures, alongside the ability to deputise when required. You would need to bring a proactive and flexible approach, demonstrating a willingness to learn, embrace change, and positively contribute to promoting reading, literacy and access to information for prisoners and staff.

Rewards and benefits

It really is true that every single job role here contributes to bettering the lives of the people in our county - we want to do this for our employees too. We are proud of our strong flexible working culture, including the opportunity for flexibility on working hours and the use of technology to support agile working. We offer some of the best learning and development opportunities to support your ongoing development.
We have a generous holiday allowance which rises as you remain in employment with us up to 32 days, as well as giving you the option to buy additional holiday. You will also have access to a Local Government Pension Scheme with employer contributions of up to 19.9% of your salary; a range of local and national retail discounts; and a host of enhanced family friendly policies including carers leave and paid time off for volunteering.

Our commitment to: Equality, Diversity and Inclusion

At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support, education and safe spaces for all.

Our commitment to: Guaranteed Interview Schemes

As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.

Our commitment to: Safeguarding

Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments.

Our commitment to: Flexible Working

We are open to discussions about flexible working, which can include flexi-time, part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.

Follow us on Social Media

Stay up-to-date with the latest news and featured jobs from Oxfordshire County Council by following us on LinkedIn , Facebook , Twitter and Instagram .

If you encounter any issues with the application system, or for an informal discussion about the role please contact: Alex Pass, Bullingdon Prison Library Manager on [e-mail]