Library Customer Experience Officer
| Posting date: | 21 August 2025 |
|---|---|
| Salary: | £16.46 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 19 September 2025 |
| Location: | Colliers Wood, London, SW19 2HR |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | Merton 5274725 |
Summary
What's involved with this role:
Job Title: Library Customer Experience Officer
Ref: Merton 5274725
Pay rate: £16.46 per hour PAYE
Hours per week: 35 Hours per week, Monday to Friday
Role length: Anticipated 5 months
Additional requirements: You may need to respond to emergency calls and act as key holder when required and you may need to work flexibly across all library sites as needed.
DBS requirement: A Standard DBS is required for this role
The role:
We are looking for an experienced Customer Experience Officer to work within the libraries to provide an excellent, high quality customer focused service and to act as enablers
empowering customers and stakeholders to access the wide range of library services available with minimal support.
Key responsibilities:
To be self-motivated in ensuring the smooth running of libraries, making informed decisions for the quick resolution of any problems that may arise during lone working
To oversee the recruitment, supervision and development of library volunteers and security guards
To be commercially aware and maximise on all income, partnership and promotional opportunities to support the achievement of performance targets
Provide high-quality customer service, assisting with IT, information access, and library resources
Anticipate community needs to shape library services
Oversee daily library operations, making decisions as needed
Maintain a clean, professional, and well-presented library environment
Ensure safety and security through building checks, health and safety audits, and staffing
Motivate, and develop volunteers and security staff
Identify and implement local partnerships to deliver customer-focused activities
Use various communication channels to engage with library stakeholders, including social media
Support service-wide initiatives like school and library projects, campaigns, and consultations
Focus on performance and commercial awareness to meet targets and generate income
Stay informed on publishing trends to ensure stock is relevant and well-displayed
Uphold service standards, policies, and procedures, including customer charters
Act as a change agent, identifying and promoting improvements
What the client is looking for:
Previous experience of working in a library
Strong understanding of how libraries support community and council priorities
In-depth knowledge of key issues and trends shaping public libraries
Familiar with library products and emerging initiatives
Expertise in partnership working to achieve shared goals
Insight into local demographics and how they impact service delivery
Exceptional customer service skills, tailoring services to user needs
Excellent verbal and written communications skills and interpersonal skills
Proficient in IT with a quick adaptability to new software
Skilled in planning, organising, and successfully executing projects
Effective leadership abilities to motivate teams and achieve results
Creative problem-solving and sound decision-making skills
Ability to manage a busy environment and maintain high performance
Focused on service objectives and performance-driven outcomes
Commercially astute, identifying opportunities to meet key objectives
Driven to push forward ideas for service improvements and lead change
Proven experience in front-line roles, directly responding to public needs
How to Apply:
Quote the Job Title and Reference Number in your application.
Submit your CV in Word format.
Applications are reviewed on a rolling basis—early submission is recommended.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
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Job Ref: Merton 5274725
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.