Assistant Customer Service Supervisor - Harpenden Library

ob Title: Assistant Customer Service Supervisor – Harpenden Library

Starting Salary: £25,583 opportunity to progress to £28,142 per annum (pro rata for part time) - Pay award pending
Hours: 33 hours per week
Location: Harpenden Library (with limited duty shifts at St Albans Library – please see timetable attached).
Contract Type: Permanent
Directorate: Resources

About the team

Do you want to make a difference in the community and help people to enrich their lives, whilst progressing in a whole new career? Then apply for a job with Hertfordshire Libraries

Hertfordshire’s libraries are more than collections of books. They are hubs for community activities, places to access digital technology, creative spaces, and gateways to reading, information and wellbeing. Our service points include small village libraries, town and city libraries, and performing arts libraries. Hertfordshire Libraries exists to help people to live better lives for longer. All of which means today’s Assistant Customer Service Supervisors need to be passionate about proactively helping people of all ages and from all backgrounds as well as being able to lead from the front working alongside the Library Manager.

Harpenden Library is a large and busy town centre library offering a wide range of events and activities for adults and children, including Coffee Mornings, Lego Club, and Early Years events.

About the role

To support the delivery of the Inspiring Libraries 10-year strategy.

The role of the Assistant Customer Service Supervisor is to:

• Support the Library Manager in actively supervising the team, including staff timetabling, training and development.
• Assist with the delivery and promotion of all frontline services in the library.
• Provide service and administrative support as directed by members of the Area Management Team.
• Support the delivery of the Inspiring Libraries: My Space strategy for Hertfordshire Libraries by ensuring that all staff actively promote the library to customers.
• Contribute to the strategy ambition of attracting more visitors through participation in and support of outreach and promotional activities in the community.
• Support staff appraisals and act as senior on duty as and when required.
• Compile, maintain and provide effective returns for monthly financial and statistical information

About you

Essential

• You will have excellent communication and admin skills and you will be passionate about providing great customer care.
• You will have demonstrable experience in leading a team in a supervisory role, working collaboratively to achieve aims and objectives as set by the Library Manager and wider Library teams.
• You will have excellent time management skills and organisational skills, being able to manage workloads alongside supervisory responsibilities in a methodical manner
• You will be a competent user of Microsoft Packages including Word and Excel in order to collate and present data,and have an ability to support others in using technology.

Desirable

• Above all, you will be a reliable and flexible team player who is willing and able to engage with the full range of services, activities, and events that libraries offer.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 6. Please locate the job profile here:

Job profiles - Community services

To hear more about this opportunity please contact Ian Pattison, Senior Operations Librarian: telephone 0300 123 4049

Email Ian.pattison@hertfordshire.gov.uk, for an informal discussion about the role.

Interview Date: 27th July 2026

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

We are changing
Hertfordshire County Councilis undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.