Customer Service Assistant - Libraries

Wigan Council; Wigan; On-site; GBP 11,000 - 12,000; Part time

Job summary

Wigan Council is seeking two part-time Resident Services Customer Support officers at Leigh Library, with an expectation to travel to other branches as cover is required. The role focuses on helping residents access online library services and improving their digital inclusion.

You will be the first point of contact, using digital tools to guide residents, and supporting library events to ensure a welcoming visit for people of all ages.

Qualifications

• You will be computer literate and confident in using digital applications to support residents.
• You will deliver high standard customer service and promote online services.
• You will be flexible and work well in a team to assist diverse residents.

Responsibilities

• First point of contact for residents at Leigh Library and other branches as required.
• Support and promote online services to help residents access services remotely.
• Assist with library events and maintain resources for visitors.

Job description

Priority Candidates will be considered in the first instance

Leigh Library (there is a requirement to travel to any other branch for cover as required)

Salary: Grade 4, £11,427 - £11,982 per annum. £13.69 - £14.36 per hour

2 positions at 16 hours per week

We're on a journey to build a workforce reflective of our Borough.

We are committed to fostering diverse teams where everybody can bring their authentic selves to work and feel that they belong. If you want to work for a Council where everybody is encouraged to meet their full potential and make a difference in our neighbourhoods, we would love to hear from you!

Your role:
Resident Services Customer Support deliver a variety of services from Wigan Borough's libraries.

As first point of contact for customers, your digital skills are key as you will actively support, model and demonstrate the benefits of using online services as the primary customer access channel to help build self-reliance, and support vulnerable customers.

You will signpost customers to gain access to appropriate services which will enable them to make positive life changes, gain employment and work towards building self-reliance, improving their health and wellbeing and independence.

You will support and facilitate library events and activities, ensuring attendees experience an enjoyable and memorable visit.

You will maintain operational functions within the library offering quality resources and information.
About you:
You will be computer literate and confident in using digital applications to effectively support and enable residents to use online services.

You will be passionate about providing excellent customer service provision and be enthusiastic in promoting our libraries offer to customers. Your positive outlook, excellent teamwork qualities and flexibility in your approach will enable you to work closely with colleagues, partners, community groups and volunteers to provide an enhanced service for our residents of all ages.

You will be capable of actively seeking information to resolve customer enquiries, using own initiative and appropriate research tools and techniques. You will have the ability to take accountability for your day-to-day workload ensuring quantity and quality of work is in line with performance criteria.

About us:
This is a fantastic opportunity to be part of a dynamic and highly driven team, working closely alongside communities and partners across libraries in the Borough, to ensure buildings are vibrant community assets.

In Resident Services Customer Support we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement. As the first point of contact we are the 'face' of the council and pride ourselves on a right first-time approach for our customers.

If you have excellent communication and digital skills, knowledge and experience of working with customers, together with the drive to support the residents of Wigan borough then we would like to hear from you.

The Progress with Unity plan is a place movement for change for the next decade, bringing a new era for Wigan Borough. It draws on the strengths of our individual organisations, recognising that together we can achieve much more for our communities by delivering on our 2 place missions; create fair opportunities for all children, families, residents and businesses and make our towns and neighbourhoods flourish for those who live and work in them.

Here at Wigan, we are proud to support flexible working patterns, when the service can accommodate this. We also take a blended approach to where we work, depending on the work we do. This may include working from home, the office, or the community. We like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits to find out more about working for #TeamWigan.

To be appointed to this role you must be able to prove your right to work in the UK, and you must maintain a valid (active) right to work. Please note, at present we are not a licenced sponsor. Please visit the link below to check you qualify to apply. Prove your right to work to an employer: Overview - GOV.UK www.gov.uk Prove your right to work to an employer.

Wigan Council is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults, and expects all employees, workers and volunteers to share this commitment. Safeguarding is everyone's responsibility. As part of this commitment, Wigan Council operates robust Safer Recruitment procedures.

Working hours are over a two week working pattern.

For further information, please [e-mail]

Interview dates:
Priority Candidates: Week Commencing Monday 14th September 2026
All Other Candidates: Week Commencing Monday 14th September 2026

Supporting Documents

• Job Specification
• Privacy Notice