Customer Experience Assistant - #189248

Communities

Heritage, Libraries & Arts

Customer Experience Assistant

Ref: 001544

Contract: Permanent

Salary: £28,598 - £31,022 per annum (Grade 4 plus 2.5% or 5% unsocial hours allowance)

Hours: 18.5 / 14.5 / 7.33 per week (including evenings and Saturdays)

Location: 18.5hrs; Oldham Library 18.5hrs & 7.33hrs; Failsworth Library 14.5hrs

Closing Date: Sunday 14 June 2026

Interview Date: Tuesday 7 July 2026

Role Overview:

To support the delivery of an excellent customer experience across the Heritage, Libraries, Arts and Archive service for all users, partners, and stakeholders.

Key Responsibilities:

• To deliver excellent customer service at all times and to provide safe, welcoming services that are fully accessible for users from diverse backgrounds.
  
• To respond to customer enquiries by providing accurate, high-quality information including the provision of Council information, tourist information, business, health, local and community information and information about collections and programmes of activity.
  
• Helping customers in the use of ICT, new technologies and internet-based resources.To work flexibly in the interests of the service, working on a rota pattern which includes evening and weekend work.

Key Requirements:

To succeed in this role, you will need as a minimum:

• Experience of working in a library, museum, gallery, heritage, visitor, leisure attraction or customer services environment
  
• Experience of using IT databases and conducting internet searches.
  
• Excellent interpersonal and communication skills with the ability to engage with a diverse customer base and manage the expectations of different customer groups and individuals.
  
• Ability to respond to and manage difficult situations as they arise.

About Us:

We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We’ve identified three missions with our residents and partners, focusing on what will deliver the biggest impact:

A Great Place to Live, Healthier, Happier Lives, and Green and Growing.

We’re looking for candidates who will support us to achieve our ambitions and we encourage you to download our Corporate Plan: Ready for the Future and our Oldham Plan for further information.

Our Values and Behaviours:

By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are ‘Proud, Ambitious, and Together’, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham.

We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:

• Work with a resident focus
• Support local leaders
• Committed to the borough
• Delivery high performance
• Take ownership and drive change

You can find out more about our values and behaviours on our greater.jobs Oldham page

Our Benefits Package:

At Oldham Council we offer a great benefits package for our employees, which includes the following:

• 25 days annual leave which increases after 5 and 10-years’ service
• The option to purchase additional annual leave.
• An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
• Discounted gym membership with Oldham Active.
• Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
• Salary sacrifice scheme for home and electronics and Cycle to Work.
• Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
• Staff recognition and celebration events.
• Peer support groups

Inclusive Recruitment:

We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.

If you have lived or worked abroad for 3 months or more in the last 5 years or 12 months or more (whether continuously or in total) in the last 10 years whilst aged 18 or over, please refer to the link below for details for how to obtain your Certificates of Good Character. https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants

Unfortunately, at this time we are not able to offer sponsorship.

If you have completed the GM Elevate (Leadership Development) Programme please indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application.

If you’re an applicant with disabilities and have previously been in or currently in care, a carer, someone who has served in the Armed Forces, or you’ve participated in the GM Elevate Programme, and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our Guaranteed Assessment Scheme.

Data and Privacy:

For details of how we use your data please see our Privacy Notice

Important Information:

Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.

Right to Work in the UK from 1st July 2021.doc