Customer Service Library and Information Advisor

Bath & North East Somerset Council; Clays End; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local government authority in Bath is seeking a full-time Customer Service Library and Information Advisor. The role involves providing essential support across various council services and assisting residents with day-to-day inquiries. Candidates should possess strong public interaction skills and a genuine desire to help improve community welfare. This position offers a supportive work environment focused on enhancing public services.

Benefits

Flexible work arrangements

Community engagement opportunities

Qualifications

• Experience in a busy public-facing environment.
• Ability to remain calm under pressure.
• Willing to engage in community events.

Responsibilities

• Deliver solutions-led customer service across various council services.
• Support customers with warmth and enthusiasm.
• Assist with sensitive and confidential information.

Skills

Empathy

Public speaking

Digital tools proficiency

Problem-solving

Job description

Overview

At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives. Are you passionate about making a real difference in people’s lives? We’re looking for a full time Customer Service Library and Information Advisor to deliver solutions-led service to residents, businesses, and visitors who visit our customer access points across the area.

This is a public-facing role based at our Bath Housing Welfare and Advice Service. We provide in-person support to residents accessing a wide range of council services, including parking permits, bus passes, Blue Badge applications, Diamond Travel Card payments, welfare and food bank vouchers, homelessness support, assisting with sensitive and confidential information, and guidance for vulnerable individuals. In addition to our core services, we work closely with a network of specialist partners who offer tailored advice and support (e.g., Citizens Advice, Future Bright, Reach, Julian House, Read Easy, The Big Issue, Skills Connect).

This role can be demanding, requiring empathy, resilience, and a genuine commitment to helping others. For many of our customers, we are a vital lifeline—offering practical assistance and a welcoming space during times of need.

Responsibilities

• Support customers with warmth and enthusiasm, whether they are visiting for a book or needing help solving a problem.
• Help customers get the most from library services, showing how to use in-person and online services and answering questions using the library computer system when needed.
• Answer simple questions about council services (e.g., how to get a bus pass, blue badge, or residents discovery card).
• Direct customers with more complicated questions to the right department and pass on relevant details as needed.

About You

• Experience working in a busy environment dealing directly with the public.
• Confident speaker and listener who can stay calm and kind in difficult situations.
• Excited to be involved in community events and activities.
• Comfortable with digital tools and technology.
• Genuine desire to help others and make a positive impact.

Where you’ll be working

Flexible and mobile, with the main post in Bath Housing Welfare and Advice Service in the Bath council office. There may be opportunities to learn the library side at a later point in our different locations, but primarily it will be in Bath.

Why join us?

You’ll be part of a supportive, forward-thinking organisation that’s all about improving people’s lives. We live by our values. If you lead with empathy, thrive on teamwork, and want to make a difference every day, we’d love to hear from you.

How to apply

Apply now and help shape the future of services in Bath & North East Somerset. For more details or to chat through the role, contact Danielle Adlam, Operational Team Leader, at [e-mail] or 01225 396511. No agencies please. This advert may close earlier than the stated closing date due to high demand; apply as soon as possible.

*Please note, BANES Council operates a policy of prior consideration for redeployees. Redeployees who meet the essential criteria will be considered ahead of external applicants.

About Bath and North East Somerset Council

Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on residents’ lives. Our values shape how we work to deliver public services and how we communicate with the residents we serve. We care about the best outcomes for local people through our public services.

Why Bath and North East Somerset Council? We offer a wide range of benefits to ensure you are paid fairly, have flexibility for work/life balance, and have the support you need. See our benefits at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits.

We aspire to a diverse and inclusive workplace and encourage suitably qualified applicants from a wide range of backgrounds to apply. Learn about our Equality, Diversity and Inclusion commitments at https://beta.bathnes.gov.uk/equality-and-diversity. We are a Disability Confident Employer (more at https://shorturl.at/ajrsW). The Council supports job-share, part-time, and flexible working arrangements where possible.

Please note that this role is subject to a Basic DBS Check. Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people, and vulnerable groups and expects all employees and volunteers to share this commitment. An Enhanced DBS check (with/without barred list) may be required for roles involving work with children or vulnerable groups.