Customer Service Supervisor - Harpenden

Herts Legal Service - Hertfordshire County Council; Hatching Green; On-site; GBP 29,000 - 32,000; Full time

Job summary

Hertfordshire Libraries is seeking a Customer Service Supervisor in Harpenden to lead front-line services, support library users and oversee daily operations. You will supervise a small team, schedule staff, deliver training, manage promotions, and work with the Library Manager to ensure high standards of customer care.

The role includes safety duties and community engagement responsibilities. Starting salary £28,608 with progression to £32,046, 37 hours per week, permanent contract in the

Qualifications

• Experience delivering high levels of customer service and resolving queries.
• Ability to supervise a team with delegation.
• Excellent time management and organisational skills for workload management.
• Skills to support Health & Safety, property, and training requirements.

Responsibilities

• Manage the daily operations of Harpenden library and maintain high customer service standards.
• Supervise staff, coordinate timetables, conduct appraisals and training.
• Support promotional activities and drive service improvements.
• Work with the Library Manager to ensure smooth frontline service delivery.

Skills

Customer service

Team supervision

Time management

Organisational skills

Health & Safety

Training delivery

Job description

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.

Job Introduction

Job Title: Customer Service Supervisor

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.

Essential

About You

• 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 - 0300 123 4049for an informal discussion about the role.

Interview Date: Friday 25th September 2026.

Additional Information

We are changing

Hertfordshire County Council is 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 aDisability Confident employerand 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.

Attached documents

• Customer Service Supervisor Rota - Harpenden - 37 Hours.pdf