Customer Service Supervisor

Job Title: Customer Service Supervisor
Starting Salary: £27,694 opportunity to progress to £31,022 per annum (pro rata for part time)
Hours: 18.5 - Job share
Location: Bishop's Stortford Library
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 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.

Bishop’s Stortford Library is situated between a busy market town high street and large green space offering multiple leisure facilities. The library is one of the busiest in the county, well used by the youngest and oldest members of the community - and everyone in between.

Please see timetable attached.

Our team is friendly and dedicated, delivering a variety of cultural and learning activities and events to an engaged community. Every day is different, and there will be plenty of opportunities to develop your skills and knowledge

About the role

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

You will have the skills and abilities to support the Library Manager to actively supervise the team at Bishop’s Stortford Library, including staff timetabling, training and development. You will also support the Library Manager with statistic and financial data, Health & Safety as well as act as the senior on duty as and when required.

You will have the ability to compile, maintain and provide effective returns for monthly statistical information.

You will also actively engage with the delivery and promotion of all frontline services in the library and outreach activities as required.

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 a collaboration and delegation to achieve aims
• You will have excellent time management skills and organisational skills, being able to manage workloads alongside supervisory responsibilities in a methodical manner
• Skills to support maintaining Health & Safety, Property, and training requirements in the workplace

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.

Customer Service Supervisor roles offer successful applicants the opportunity to get involved in a hugely varied range of activities. You will be actively promoting and supporting the use of all our library resources and helping customers to find the information that they need. You will help to deliver a programme of library activities and events, as well as supporting the Library Manager in all aspects of the day to day running of the library. All our Library Customer Service Supervisor roles help to make a positive difference to people’s lives.

We 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 7. Please locate the job profile here:

Job profiles - Community services

To hear more about this opportunity please contact

Elizabeth Basey, Library Manager, Tel: 01279 307467 Email: elizabeth.basey@hertfordshire.gov.uk

for an informal discussion about the role.

Interview Date: w/c 1st June 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

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.