Location
London Borough of Sutton

Hours
Saturdays (hours not specified)

Salary
£32,655 per annum (pro-rata for part-time)

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. Located in zone 5 with excellent transport links, Sutton boasts award-winning parks and open spaces, low crime rates, affordable housing, and great schools. The borough enjoys high levels of resident engagement and satisfaction, delivering quality services while addressing financial challenges and involving residents in key issues and high street developments.
Sutton is investing continuously in the health, wellbeing, and education of its residents and future generations, as outlined in the “Ambitious for Sutton” corporate plan. Home to the Royal Marsden Hospital and the Institute of Cancer Research, Sutton is developing the London Cancer Hub, aiming to become the world’s leading life-science district specializing in cancer research and treatment. This vision is expected to create around 13,000 jobs and contribute £1.2bn annually to the UK economy. With ongoing regeneration including new homes and schools, Sutton is committed to supporting residents and vulnerable groups to maintain independence and balance support with independent living.
The Council is a key driver within the South London Partnership, focusing on strategic growth, regeneration, and investment. Sutton aims to shape the borough’s future to make it a great place to live, work, and raise a family.

About the Service and Team
Sutton Council’s Cultural Services includes eight public libraries, three heritage houses, and a year-round cultural programme for all ages. The service supports community life through early years development, digital literacy, community activities, study spaces, cultural celebrations, and access to Council services. The Cultural Framework outlines ambitions to expand cultural activity, supporting place development, economic growth, and community cohesion.

About the Role
As a Customer Service Assistant, you will check and validate records using various databases and systems to ensure accuracy of customer and service management information. You will provide information to customers about Council services following established procedures.
You will operate the library management ICT system, requiring specialist training to support customers effectively. Confidence in using IT for your own work and assisting customers with IT equipment and software—including scanners, printers, apps, social media, and email setup—is essential.
This role involves multitasking and working under pressure during busy periods. It is not a traditional customer service role; no two days are the same. You must be a good team player and enjoy working with a diverse range of customers and volunteers. You will deliver the day-to-day library service, act as an ambassador for excellent customer care, and help deliver events and activities that increase visits and issues.

Our Offer to You
We are committed to helping you fulfil your potential in a supportive, friendly, and collaborative environment. Your ideas will be encouraged and supported by a dynamic and experienced management team.
Benefits include:
- Generous annual leave entitlement of 26-32 days plus bank holidays (pro-rata if part-time)
- Enhanced maternity, paternity, shared parental, adoption, and dependents leave
- Two volunteering days per year
- Flexible working through the Smarter Working Scheme (role dependent)
- Adjustable and agile working arrangements using Google Chromebooks
- Access to a learning and development portal with a range of courses
- Discounts at 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

Application Process
Apply online outlining the skills, abilities, and experience that make you an ideal candidate. Please refer to the job profile requirements and ensure your CV details are correctly uploaded.
We embrace the use of Artificial Intelligence (AI) to improve productivity and service delivery but expect applications to demonstrate authenticity and personalised responses. Sutton values transparency and PRIDE values, which will be assessed throughout the recruitment process.
The closing date is indicative; early application is advised as the vacancy may close once sufficient applications are received.
We anonymise applications to reduce bias and encourage diverse interview panels. We are committed to removing barriers and enhancing workforce diversity.

Additional Information
We celebrate diversity and welcome applications from underrepresented groups. Family-friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, and inclusive staff networks support our diversity agenda.
We are a Disability Confident employer and guarantee to interview all disabled applicants who meet the minimum criteria. As a London Living Wage Employer, all employees receive the London Living Wage regardless of contract type or length.
The UK’s points-based immigration system affects sponsorship availability, which is subject to eligibility and budget. Sponsorship requests are evaluated on a case-by-case basis.

Experience
Previous experience in a customer service or library environment is desirable but not essential. Confidence in using IT and assisting others with technology is required.

About you
You should be a confident IT user, able to multitask and work under pressure during busy periods. A good team player who enjoys working with diverse customers and volunteers. You must be adaptable, enthusiastic, and committed to delivering excellent customer care and supporting community engagement.

Qualifications
No formal qualifications are specified for this role, but specialist training will be provided to operate library management systems and support customers effectively.