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
1
Location(s)
Dewsbury and Mirfield Hub
Position type
Permanent
Grade
Grade 9
Salary
£34,434- £37,280
Advert Wording
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. As 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 organisation 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.
In order to be short-listed for this job please demonstrate how you meet the criteria by answering the shortlisting questions. CV's will not be accepted. We encourage all applicants to ensure their submissions reflect their own voice and relevant experience.
Previous candidates need not apply.
The interviews for this role are expected to take place Monday 16th and Wednesday 18th March.
Julie Redfearn is the manager for this role, please contact them on for an informal discussion, or if you need any more information.
This job is subject to a DBS check at the appropriate level, please refer to the Job Description/Profile. A conviction may not exclude candidates from appointment but will be considered as part of the recruitment process.
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 Job Description please contact the Recruitment Team for help by email:or phone: 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
01 March 2026, 11:55 PM
Important Information