Job Description

We adopt a 'name blind' approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.

Organisation

Kirklees

Directorate

Adults & Health

Service Area

Communities and Access Service

Hours

37

Number of Jobs

2

Location(s)

Post 1 Batley and Spen Hub & Post 2 Dewsbury and Mirfield Hub

Position type

Permanent

Grade

Grade 9

Salary

34,434- 37,280



Post 1 Customer Service Manager (CSM) for Cleckheaton & Heckmondwike Libraries


Post 2 Customer Service Manager (CSM) for Dewsbury and Kirkheaton Libraries


With a strong customer focus the Customer Service Manager plays a key role in the delivery of Library Services to the public. The role involves management and supervision of staff across a number of locations. Key areas of responsibility include training and coaching staff and volunteers, attendance, performance and building management to ensure Health and Safety requirements are adhered to. You will develop good working relationships with Friends groups, Customer Service Managers and other colleagues across the service to support staff to deal with the changing working environment. As Customer Service Manager you will be responsible for motivating staff to ensure team and service objectives are being met. A team player you will work with partners, service providers and other Council Services.

You should have experience of managing a customer service environment across a number of locations and service points. Management and Leadership qualification or ability to demonstrate team leader/supervisory experience to lead teams. Excellent communication and interpersonal skills, facilitating conversations effectively at all levels of the organization and with partners and community groups especially in a political environment and during change. Knowledge and awareness of a range of services provided by the Council. Ability to work collaboratively with partners, other service providers and Council Services. Competent in the use of IT and digital technology and an awareness of social media Literacy and Numeracy skills to enable completion of forms/documents and produce statistical and monitoring reports Ability to respond appropriately and sensitively to those who are angry, aggressive or distressed and support staff dealing with difficult situations. Able to work flexibly to meet the needs of the service, this will include ad-hoc evening and weekend work.

The interviews will take place on 16th January and 19th January 2026.

Julie Redfearn

is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information.

We know there's a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or please contact the Recruitment Team for help by email:

jobs@kirklees.gov.uk

or phone: 01484 221000 and ask for 'Recruitment'.
We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

Closing date

04 January 2026, 11:55 PM