Customer Advisor

We aim to empower our customers by supporting them to become digitally fluent. Together with our core offer of reading materials and learning, we provide traditional services alongside a fast‑paced, busy work environment that challenges and develops the successful candidate. You will work as part of a team, using your customer‑facing skills to deliver a wide range of frontline Library Plus services to a high standard, including the provision of activities and services for communities, children, and families.

In addition to welcoming new borrowers and answering enquiries about books, you will assist customers with West Northants Council queries such as Blue Badge and concessionary bus‑pass applications, making this an ideal opportunity for an excellent communicator. You will also support, mentor, and coach, promoting and enabling a diverse range of volunteering opportunities in the library and wider community.

This role will require regular weekend working (typically one Saturday every four‑week cycle) and regular weekly shifts that finish at 6 pm. Candidates will need to be flexible to the business needs of the service, including the ability to travel to other locations as required. This is a part‑time post. The role will be based at Towcester Library.

Our benefits are outlined in the full list on our careers site:
Why you should work for us | West Northamptonshire Council.

• Provide a first point of customer service for a diverse range of customers and enquiries, using enquiry skills to identify needs and appropriate resolution.
• Be familiar with the current offer provided by partner organisations to support partners in delivering their services and to refer and signpost customers effectively.
• Promote volunteering opportunities; recruit, coach and mentor volunteers and junior members of the team to ensure delivery of excellent customer service.
• Provide and support activities and services for the whole community and particularly for families with children under 5 (e.g., Rhymetime).
• Be responsible, in the absence of the Library Manager, for making decisions and taking appropriate actions to ensure the health, safety and security of users and the building.
• Be knowledgeable and effective in the use of a variety of IT systems.
• Be responsible for self‑development, ensuring an awareness of West Northants Council and Library Plus strategies to contribute to continuous improvement, culture and consistency of service delivery.
• Be aware of all targets set for the library, and be proactive in supporting the generation of income for the library.
• Undertake tasks and activities relating to the day‑to‑day operation of the library.
• Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.
• Carry out any other duties which fall within the broad spirit, scope and purpose of the job description.

• Can you provide excellent customer service to all visitors to Towcester Library?
• Are you motivated and enthusiastic with a proactive approach?
• Are you creative and excited about delivering and supporting memorable activities for children and their families?
• Are you passionate about serving your local community and seeking partnerships with local organisations to benefit library customers?

If so, you might be the person we are looking for.

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, care about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences—a place to forge new opportunities. To empower you in your career and unite you with like‑minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make it a reality. Our corporate values, THRIVE, stand for:
Trust, High Performance, Respect, Innovate and Empower; they underpin everything we do and how we deliver services.

We are committed to ensuring diversity, equality, equity and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability‑confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner.

Watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email  for support.