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Full job description
Hours: 30 Hours Per Week
Interview Date: 29th June 2026
Closing Date: 2nd June 2026
Salary: Hay Band A (£34,433 – £39,152 FTE)
**Once you have submitted your application, please email [email protected] with your name, vacancy title and application reference so that we can check that your application has been received**
An exciting opportunity has arisen to join our friendly, supportive and expert Education Library Service team as a Customer Management Librarian.
This is a key role supporting schools to access high-quality resources, advice and guidance that meet pupils’ curriculum needs and help promote a love of reading.
We are looking for someone who is passionate, knowledgeable and enthusiastic about current children’s and young people’s literature. You will have the skills and confidence to present and promote books and reading to a range of audiences, and a strong understanding of the powerful role that high-quality literature can play in the lives of children and young people.
As Customer Management Librarian, you will work closely with ELS member schools and organisations to promote the importance of reading across the curriculum, supporting schools and organisations to develop rich, diverse and engaging collections that inspire pupils and enhance teaching and learning. You will also play an important role in promoting volitional reading and reading for pleasure, helping schools to create opportunities for children and young people to discover books they genuinely want to read.
Day to day, you can expect to provide professional advice and support to schools, collate bespoke book collections, support the selection and development of stock and contribute to wider service priorities, events and promotional activity. You will be a welcoming and knowledgeable point of contact for customers, building positive relationships and helping schools and organisations make the most of the service.
We are looking for a proactive, organised and self-motivated individual with excellent communication and customer service skills. You will be confident working with a range of customers in person, via email and over the phone. You will be able to work independently as well as collaboratively as part of a team.
Most importantly, we are looking for someone who is positive, approachable and enthusiastic; someone who enjoys working with people, brings energy to their role and is committed to making a real difference to the lives of children and young people.
This is a fantastic opportunity to join a valued education service and contribute to the development of reading cultures across regional schools and organisations.
Our public opening hours are 8:30am to 5:00pm, Monday to Thursday and 8:30am to 4:30pm on Fridays.
The role requires a degree of flexibility, including occasional earlier starts or later finishes to support conferences, events or network meetings.
Working days and hours will be discussed and agreed with the successful applicant.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and we expect all staff to share this commitment and undergo appropriate checks. As such, this post will be subject to an enhanced Disclosure and Barring Service check.
For an informal discussion about the role, please contact Shamara Sadler, Service Manager on 07345 492 753 or email: [email protected]
To find out more about life with us, have a look at Education Library Service | Inspire – Culture, Learning, Libraries
Interviews will be held on Monday 29th June 2026 at Inspire HQ, Glaisdale Parkway, Nottingham, NG8 4GP.
Job Description
Job Title:Customer Management Librarian
Hay Band A
Job Purpose
To oversee customer accounts and ensure a high-quality customer service.
To support the development and delivery of an effective school library service which is inclusive and responsive to customer needs.
Key Responsibilities
- Be the primary point of contact and build strong, trusted long-term relationships with customers in person and remotely.
- Overseeing customer account management, including contracts and agreements.
- Provide prompt, efficient and satisfactory responses to customer enquiries, monitor customer feedback regularly, maintain customer satisfaction ratings and identify areas of improvement to the service offer.
- With the Service Manager work to develop the customer base, create positive relationships with new customers and deliver the business plan.
- Analyse customer data to identify patterns and insights and leverage this information to develop the business.
- To promote the service offer to schools and customers and work with the Comms & Marketing team to support customer retention initiatives such as targeted marketing campaigns and loyalty programmes.
- To provide professional and specialist advice, support and delivery to ELS customers on all aspects of service provision and in relation to their specific contracts including CPD training.
- To contribute to the development, maintenance and operation of library processes and procedures including stock management, project creation and library management system.
- The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines, contractual requirements, and professional best practice.
- The post holder will perform any duties or tasks assigned by management required to meet service needs as appropriate to the role.
- The post holder will assume the role of Appointed Person and/or First Aider as required
Education and Knowledge Required for the role
- Graduate/postgraduate qualification in relevant field e.g. librarianship/information science/education/ business administration/literature/marketing
- Knowledge of national and local priorities for education and school library services
- Knowledge of the delivery of school library services
- Knowledge and understanding of the positive impact that libraries in the school environment can have on children
Skills and Experience
- Proven ability to manage multiple projects at a time while paying strict attention to detail.
- Experience of work with schools and children.
- Excellent listening, negotiation, and presentation abilities
- Strong verbal and written communication skills
- Willingness to travel to venues and possession of full clean driving licence and use of vehicle.
Role Dimensions
- Responsible for keeping current customers satisfied and delivering exceptional customer service on a day-to-day basis
- To deliver services to schools, nurseries and educational support services as appropriate
- Responsible for delegated budgets and the commitment of the book fund
Inspire Competencies
Customer Service (Competency Level 3)
- Demonstrates effective customer service skills – in person, online, email or on the phone – identifies and satisfies customer needs, adjusting their style with a friendly and professional approach as appropriate for the customer, respecting confidentiality, equality & diversity and prioritises the customer over tasks where appropriate
- Responds positively to customer concerns, acts to resolve or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague
- Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate
Deliver the service offer (Competency Level 4)
- Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers – to meet their immediate needs and other services that could be of interest or benefit them
- Embraces any changes to the offer and any associated changes to processes or working practices positively, takes responsibility for their own development and engages with and makes the most of development opportunities provided
- Shares feedback about the Inspire offer with their line manager and contributes to meetings, discussions and related activities to ensure service delivery and/or improve our offer
- Leads work to develop, enhance or create new elements of the Inspire service offer and where appropriate ensure there is an integrated customer offer and journey
Communicating well (Competency Level 3)
- Communicates clearly and effectively in person, on the phone and in writing respectfully and in a style appropriate to the person and situation and uses and engages with Inspire’s online communications
- Communicates effectively in a meeting or other group situation, respectfully and in a style appropriate to the group and situation with a solutions-based / can-do approach
- Debates, positively challenges and/or discusses issues with colleagues and line manager, sharing views and acknowledging and respecting the views of others, seeks to reach agreement and respects the final decision made
Working together (Competency Level 4)
- Adopts a friendly, helpful, supportive and respectful manner when working with others
- Acts in a way that shows they are trustworthy, reliable and transparent in their dealings with others, respecting privacy and confidentiality as appropriate
- Forms positive and effective working relationships, makes and implements decisions fairly, using good judgement and with integrity, in line with Inspire values and role modelling Inspire management and leadership behaviours
- Forms and maintains effective internal and external working relationships across the organisation, with external partners, stakeholders and funding organisations, motivated by achieving the best for our customers and in the best interests of all concerned
Managing others (Competency Level 1)
- Effectively supervises and supports the day-to-day activities of a colleague(s) to enable them to perform their duties, planning and co-ordinating the activity of colleague(s) to deliver tasks or activities over time to meet service demand effectively and efficiently
Leading the way (Competency Level 3)
- Incorporates the spirit of Inspire’s mission, vision and values in the work they do with customers, colleagues and stakeholders, plays their part in implementing Inspire policies and procedures and management decisions
- Articulates and shares Inspire’s mission, vision and values to enthuse and focus
the efforts of colleagues
- Contributes to the decision-making process, stands by decisions made and owns them when implementing them
Working efficiently and cost effectively (Competency Level 3)
- Uses Inspire resources and their time effectively to meet service demand, objectives and/or targets
- Plans ahead, making best use of time and resources available to achieve service delivery, maximising the use of technology available, minimising unnecessary travel or waste, prioritising work and working within spending limits
- Resolves competing or conflicting demand for resources and time effectively to meet the needs of themselves, colleagues and customers
Skills and qualifications (Competency Level 5)
- Experienced Qualified (3 years or more): Foundation Degree and post grad service specific qualification or relevant HND
**Once you have submitted your application, please email [email protected] with your name, vacancy title and application reference so that we can check that your application has been received**