Job Description

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.



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.



As part of the 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 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.

Managing and leading

a large team of front of house staff, including recruitment, ensuring equality of access for all customers and contributing to the recruitment and training of volunteers.

Development of staff

by carrying out regular reviews and performance and development meetings, identifying training needs and supporting development opportunities.

Frontline service delivery

including timetabling staff in all roles, supporting the Library Manager and ensuring adequate health, safety and security provision in all areas of the library

Area Support

working with the Area Management Team, other LHS colleagues and act as senior on duty in own library and others if required



To support the delivery of the Inspiring Libraries Strategy for Hertfordshire Libraries by ensuring that all staff actively promote the library to customers as:


a hub for community information and activities a place where they can access and benefit from digital technology a gateway to reading, information and wellbeing

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.

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.

Secondment

This position is open to secondments. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.

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.



Job Reference: HCC27927