Customer Service Team Leader - Libraries X3

Midlothian Council
£22,015 - £24,025 per year
03 Aug 2017
18 Aug 2017
Contract Type
Full Time

Job Advert

This is an exciting opportunity to contribute to the development and delivery of Midlothian Library services. The jobholder will manage a team at one of our nine libraries across Midlothian as well as developing the service to meet the needs of the local community.

The jobholder will be responsible for the planning and organisation of events and activities which support local priorities and contribute to national programmes as well as developing partnerships with local stakeholders and groups.

The jobholder requires a minimum of two passes at Higher Grade Level or a vocational qualification at N/SVQ2 level or demonstrable alternative. Previous experience of communicating with the public, resolving complex customer enquiries and demonstrable experience of working in a customer focused environment is essential. It would be desirable for the jobholder to have had working experience in dealing with sensitive and confidential information.

Previous contact centre or library experience and supervisory experience are all desirable, as well as awareness of the range of council services and knowledge of the various council databases accessed by customer service staff. A relevant qualification e.g. CCA Diploma or Advanced Diploma or CSP Certificate level or HNC Library and Information Studies or working towards CILIP Certification is desirable.

Job Vacancy

Position Title: Customer Service Team Leader Libraries X3

Position Number: TBC

Directorate: Health & Social Care

Location: Various Locations within Midlothian

Contract Status: Permanent

Hours of Work: 36 hours per week

Working Pattern: Hours are worked over a 7 day week. Includes some Evenings & Weekends

Weeks per year: 52 weeks per year

Closing Date: Thursday 17 August 2017

Interview Date: Thursday 31 August 2017 & Friday 01 September 2017

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on you working 36 hours over 52 weeks per year the minimum actual salary for this position is £22,015.79 per annum.


Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a basic/standard/enhanced disclosure check for all employees who can access official information. The fee for this PSN Disclosure check is £25 and the successful candidate will be required to re-pay to the Council the fee through payroll deduction.

Additional Information

If you have difficulty applying for this post or in accessing attached documentation, or if you have a disability and reasonable adjustment is required, please call 0131 271 3063 to speak to a member of the Recruitment Team, stating the post reference number.

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

See also:
Strengths - Customer Service Team Leader.pdf
JS Customer Service Team Leader.doc