Customer Service Supervisor

Job Title: Customer Service Supervisor
Starting Salary: £26,835 opportunity to progress to £30,060 per annum (pro rata for part time) – pay award pending
Hours: 18.5
Location: Welwyn Garden City
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.

This is an exciting opportunity to take on the role of being a Customer Service Supervisor at a busy library within a thriving community. As part of the local management team, you will be responsible for the delivery and promotion of all frontline services at Welwyn Garden City Library and Information Services, ensuring high standards of customer service are maintained at all times. The services include a CreatorSpace which offers a range of technologies and a countywide Enquiry Service. The central library also supports Woodhall Library and the Community Libraries at Brookmans Park, Cuffley and Welwyn.

About the role

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.

As a Customer Service Supervisor, you will actively supervise a large public facing team, as well as the daily operations of the library. You will be managing a large team of frontline staff and working closely with a team of supervisors to deliver the service over 7 days a week. Responsibilities include managing staff appraisals, timetabling, training, and development.

You will contribute to the Inspiring Libraries ambition of attracting more visitors through participation in, and support of outreach and promotional activities within the community. This will include developing and delivering events in line with strategy and income targets.

You will be assisting the public with enquiries and supporting the Library Manager with planning. You will also ensure our volunteers are supported appropriately and that the staff are achieving their objectives to provide a high-quality customer facing service.

About you

Essential

• Experience, or knowledge in, delivering a high level of customer service and resolving customer queries
• Ability to successfully supervise a team, using collaboration and delegation to achieve aims
• You will have excellent time management, communication and organisational skills, being able to manage workloads alongside supervisory responsibilities in a methodical manner
• You will have skills to support maintaining Health & Safety, Property, and training requirements in the workplace

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 within the Community Services, level COM7 job profile. Please locate this via:

Job profiles - Community services

To hear more about this opportunity please contact Joanne Smith / Emine Yeter or Carol Hill on 01438 845080 for an informal discussion about the role.

Interview Date: 29th July 2025

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

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.