Customer Services Assistant

London Borough of Sutton; Carshalton; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Annual leave 26-32 days

Bank holidays

Flexible Working

Learning & development

Local Government Pension Scheme

Cycle to work

Season ticket loans

Discounts at local shops

Job summary

The London Borough of Sutton is seeking a dedicated library assistant to verify records, assist customers with council services, and operate the library ICT system. You will guide users in IT tasks and support daily library operations and events, contributing to an inclusive, friendly service.

We value adaptability and teamwork as you engage a diverse user base while upholding high customer care standards.

Qualifications

• Check and validate records using a range of databases and systems.
• Provide information on the availability of Council services.
• Operate the library management ICT system after training.
• Help customers use IT equipment and software, including scanners and printers.
• Deliver day-to-day library services and assist with events.

Responsibilities

• Check and validate records using databases and systems to ensure accuracy.
• Provide information to customers about Council services and procedures.
• Operate the library management ICT system and support customers with IT needs.
• Support customers in using IT equipment and software, such as scanners, printers, and apps.

Job description

Length of Employment / Contract End Date 1 Year / 31 December 2027

Working Hours Full Time

Grade 3

36

Salary Range £30,408 - £32,187 (£32,655 unconsolidated maximum)

Salary Basis Per annum

Enhancements/Additional Payments 1 in 2 Saturday Enhancement payment

Leave Entitlement 26 days

Application Deadline 01/11/2026, 23:55

Anticipated Interview Date(s) 16 November 2026

About the Borough

The London Borough of Sutton is situated less than 30 minutes by train from Central London, with direct connections to London Victoria and London Bridge. Found in zone 5 with good transport links in and out of London, Sutton boasts award winning parks and open spaces, low crime rates, affordable housing and great schools. As well as high levels of resident engagement and satisfaction, providing quality services and success in addressing our financial challenges, whilst involving residents in key issues and high street changes.

Sutton is continuously investing in the health, wellbeing and education of our residents and the future generation, as set out in the “Ambitious for Sutton” corporate plan. We are home to the Royal Marsden Hospital and the Institute of Cancer Research. Together with the development of the London Cancer Hub, Sutton will be the world’s leading life-science district, specialising in cancer research and treatment. Our vision will create around 13,000 jobs while contributing £1.2bn to the UK economy each year, a vibrant community of scientists, doctors and innovative companies intended to deliver real benefits for cancer patients and drive economic growth. With the regeneration of the local areas with new homes and schools, Sutton is passionate about working closely with our residents and vulnerable groups to help them maintain their independence and create a balance between support and independent living.

The Council is seen as a driving force within the South London Partnership of five outer south west London boroughs focused on strategic growth, regeneration and investment. As we strive to improve our services and spaces for our residents as set out in the ‘Ambitious for Sutton’ corporate plan, Sutton aims to shape the future of the borough and adapt to the needs of its residents to make our Borough a great place to live, work and raise a family.

About the Role and our Ideal Candidate

About the role

• Check and validate records using a range of databases and systems to ensure accuracy of customer and service management information.
• Provide information to customers on the availability of or use of Council services in accordance with Council procedures.
• Operate the library management ICT system requiring a degree of specialist training in order to support customers.
• You will need to be confident in using IT for your own work and in helping customers use IT equipment and software, such as scanners, printers, apps, social media, setting up emails, etc.
• The role requires a degree of multi-tasking and working under pressure during busy times. This role is not a traditional customer service role and no two days are the same.
• You must be a good team player and enjoy working with a diverse range of customers and volunteers as you will be delivering the day to day library service, and will be an ambassador for providing excellent customer care as well as helping to deliver events and activities that increase visits and issues.

About Us

We are London Borough of Sutton Cultural Services, this team consists of Libraries and Heritage.

We are a unique team with a lot of experience within the culture sector. Our Libraries and Heritage houses are pillars within the society and hubs for the community at large. We welcome and encourage any and everybody within and outside of Sutton to use our facilities and have their queries dealt with by our professional customer service team.

We are always looking at innovations to improve our offer to customers. We continue to lead the way amongst libraries and are currently looking for staff to join our team. A front line customer role in libraries, serving the public, handling cash transaction, answering basic enquiries and carrying out routine library duties such as shelving and tidying the shelves.

Our Offer To You

As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across however big or small; will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

Employees have access to a wide range of benefits to enable staff to achieve a work life balance, some of which include:

• A generous annual leave entitlement of 26-32 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
• Two volunteering days per year
• Flexible Working - Smarter Working Scheme (dependent on the role)
• Adjustable 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

We understand and recognise the benefits of using Artificial Intelligence (AI) in the workplace and are embracing AI where appropriate, to boost our productivity and streamline how we deliver our Council services efficiently; to provide the best possible outcomes for our residents and communities. However, we reserve the right to reject applications where it is apparent that AI-generated content has been used in isolation and without personalised responses. At Sutton we value authenticity and are looking for individuals who can clearly demonstrate their own skills, experience and motivation for the role that they are applying for and embrace and demonstrate our PRIDE values. Here at Sutton we have core values of Transparency and this is to be demonstrated during the application process and completion of the supporting statement and will be further tested at interview and selection stage for those who progress forward.

Additional Information

We are proud to be a diverse and welcoming Borough and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.

To support our workers and their families we offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums and inclusive staff networks who help drive our diversity agenda.

We are also proud to be a Disability Confident Leader 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.

The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the GOV.UK website for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.