Customer Contact Team Leader: Libraries

We operate a bilingual policy. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.

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.
• 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

Note: We reserve the right to extend the application closing date.

What we offer

Work-life balance

Lifestyle savings scheme

Generous employer pension scheme

Cycle to work scheme

Learning and development

Where you'll work

Customer Contact & ICT

Our service has a range of responsibilities from providing advice and support to the residents of Ceredigion to providing corporate support via our ICT, reception and mailroom teams. Our service is responsible for the following functions:

• Civil Registration: Birth, deaths and marriages.
• Corporate Customer Services: Blue badge; Contact centre; Mailroom and scanning; Receptions.
• ICT and Information Management: Archives and modern records; ICT support;Infrastructure and security; Project and application support; Reprographics, Technical support, Software development.
• Library Services

Cardigan Cardigan is the historic gateway into Ceredigion from the south west.

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