Job Description

Job Title: Customer Service Supervisor - Hemel Hempstead 18.5 hours
Starting Salary: 27,693 opportunity to progress to 31,021 per annum (pro rata for part time)
Hours: 18.5 - job share
Location: Hemel Hempstead
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 in [X] Library, ensuring high standards of customer service are maintained at all times.
This is an exciting opportunity to take on the role of being a Customer Service Supervisor at a busy Tier 1 library within a thriving community. This is a job share role working with a partner Customer Service Supervisor also working 18.5 hours per week.
Based with The Forum, run by Dacorum Borough Council, Hemel Hempstead library is open to the public seven days a week. The library is home to a CreatorSpace, offering a range of technologies.
Hemel Hempstead Library also supports Adeyfield, Bovingdon, Kings Langley and Leverstock Green Libraries.
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. Responsibilities include managing staff appraisals, timetabling, training, and development
As part of the Hemel Hempstead's local management team you will be responsible for the delivery and promotion of all frontline services in Hemel Hempstead Library, ensuring high standards of customer service are maintained at all times.
Staff working at Hemel Hempstead Library benefit from access to an annual parking permit for 40 per annum, allowing use of Watergardens carpark 7 days a week.
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

As part of Hemel Hempstead Library local management team, a great opportunity to support the community and contribute to Hertfordshire Libraries Inspiring Libraries Strategy.
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:
To hear more about this opportunity please contact Libraryy Manager Ross Field or Senior Operations Librarian Ian Pattison on 0300 123 4049. for an informal discussion about the role.
Interview Date: 23 October 2025
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 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).

Skills Required