Customer Contact Team Leader - Libraries
| Posting date: | 11 May 2026 |
|---|---|
| Salary: | £39,152 to £40,777 per year, pro rata |
| Hours: | Full time |
| Closing date: | 01 June 2026 |
| Location: | Cardigan, Ceredigion |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | Cyngor Sir Ceredigion County Council |
| Job type: | Permanent |
| Job reference: | REQ106650 |
Summary
Please note that the advertised salary for this position is subject to the pending 2026/2027 national pay award. The final salary will be adjusted accordingly once this has been agreed.
Join us and lead a service at the heart of our communities—delivering a modern, high quality library service and supporting a skilled, customer focused team.
You will lead a dedicated team of Customer Contact & Library Advisors, ensuring that every visitor receives a compassionate, efficient and responsive service. This role blends people leadership, service development, and operational excellence.
KEY RESPONSIBILITIES
• Day to day management of staff including supervision, absence, appraisals and team meetings.
• Coordinate rota’s to ensure appropriate staffing levels at all libraries.
• Lead recruitment and induction of new staff.
• Maintain and develop a modern, inclusive Library Service.
• Embed customer service excellence across the team.
• Ensure compliance with legislation, regulations and best practice.
• Prioritise and resolve customer enquiries effectively.
• Act as a point of escalation for complaints and challenging situations.
• Organise community events, workshops and activities.
• Promote library services via social media and maintain up to date web content.
• Support customers with basic ICT assistance.
• Develop and promote book stock and other resources.
• Responsible for cash handling, reconciliation and financial accuracy.
• Maintain safe working environments and secure buildings when required.
• Conduct regular quality assurance checks.
REQUIREMENTS
• Library & Information Studies degree or equivalent, OR at least 3 years’ library management experience.
• GCSE Maths Grade C or above.
• Welsh & English language skills at Level 4.
• Minimum 2 years’ staff supervision experience.
• Experience dealing with challenging customer interactions.
• Good knowledge of Council Services.
• Strong IT and data entry skills.
• Flexible, innovative and customer focused approach.
WHY WORK FOR CEREDIGION?
• Flexible working where possible
• Excellent training and development
• Generous annual leave and Local Government Pension
• Wellbeing support and staff discounts
• A chance to positively impact the local community
For further information please contact Gareth Griffiths on Gareth.Griffiths@ceredigion.gov.uk
Note: We reserve the right to extend the application closing date.
Join us and lead a service at the heart of our communities—delivering a modern, high quality library service and supporting a skilled, customer focused team.
You will lead a dedicated team of Customer Contact & Library Advisors, ensuring that every visitor receives a compassionate, efficient and responsive service. This role blends people leadership, service development, and operational excellence.
KEY RESPONSIBILITIES
• Day to day management of staff including supervision, absence, appraisals and team meetings.
• Coordinate rota’s to ensure appropriate staffing levels at all libraries.
• Lead recruitment and induction of new staff.
• Maintain and develop a modern, inclusive Library Service.
• Embed customer service excellence across the team.
• Ensure compliance with legislation, regulations and best practice.
• Prioritise and resolve customer enquiries effectively.
• Act as a point of escalation for complaints and challenging situations.
• Organise community events, workshops and activities.
• Promote library services via social media and maintain up to date web content.
• Support customers with basic ICT assistance.
• Develop and promote book stock and other resources.
• Responsible for cash handling, reconciliation and financial accuracy.
• Maintain safe working environments and secure buildings when required.
• Conduct regular quality assurance checks.
REQUIREMENTS
• Library & Information Studies degree or equivalent, OR at least 3 years’ library management experience.
• GCSE Maths Grade C or above.
• Welsh & English language skills at Level 4.
• Minimum 2 years’ staff supervision experience.
• Experience dealing with challenging customer interactions.
• Good knowledge of Council Services.
• Strong IT and data entry skills.
• Flexible, innovative and customer focused approach.
WHY WORK FOR CEREDIGION?
• Flexible working where possible
• Excellent training and development
• Generous annual leave and Local Government Pension
• Wellbeing support and staff discounts
• A chance to positively impact the local community
For further information please contact Gareth Griffiths on Gareth.Griffiths@ceredigion.gov.uk
Note: We reserve the right to extend the application closing date.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.