Customer Service Supervisor - Harpenden

Job Title: Customer Service Supervisor
Starting Salary: £28,608 opportunity to progress to £32,046 per annum
Hours: 37
Location: Harpenden 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.

This is an exciting opportunity to take on the role of being a Customer Service Supervisor at a busy library within a thriving community. Harpenden library is positioned centrally on the High Street and offers seventeen hours per week of Library Express / Volunteer led Library Express in addition to its core hours. As Customer Service Supervisor and part of the local management team, you will work closely with the library Manager to actively manage the daily operations of the library and ensure high standards of customer service are maintained at all times. Responsibilities include all aspects of team supervision and frontline service delivery, including promotion, staff appraisals, timetabling, training, and development.

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.

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

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 7. Please locate the job profile here:

Job profiles - Community services

To hear more about this opportunity please contact Ian Pattison, Senior Operations Librarian - [phone removed] for an informal discussion about the role.

Interview Date: Friday 25th September 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.