Library Customer Experience Manager

Permanent full time position

Salary: $112,025 to $125,500 per annum (based on 70 hours per fortnight), plus superannuation and a 9 day fortnight.

Appointed salary in this range will be based on skills, qualifications, and experience.

Are you an experienced librarian looking for an opportunity to help shape our library Servies through engagement with the community and the development of policies to support high quality customer experience?

As the Library Customer Experience Manager, you will be responsible for planning, supporting, leading and coordinating customer services library activities across four branches (Hornsby, Berowra, Galston and Pennant Hills).

You will have demonstrated operational experience in the coordination, supervision and delivery of quality library customer service and act as a key part of the senior Library Management Team

About us

Hornsby Shire is located on Sydney's upper north shore, approximately 25 kilometres north of the CBD. Known as the ‘Bushland Shire’, our local government area is characterised by bushland comprising national park, major waterways, natural reserves and rural landscape. The rest of the Shire combines urban, rural and open spaces.

About the role

In your new role you will provide leadership, management and strategic planning to deliver high quality customer experience across the branches;

Roles and responsibilities include;

· Provide key advice on the development of the Library’s strategic directions, policies and annual management plans ensuring that the Library contributes to the achievement of Council’s strategic goals.

· Lead and manage the provision of efficient and effective customer services to the Hornsby Shire Community, including responding to relevant customer enquiries and resolution of complaints.

· Manage, in liaison with relevant staff, the Library’s furniture and minor equipment assets to ensure furniture, fittings and minor equipment are sufficient throughout the network and that internal library signage meets agreed standards.

· Lead and manage, in consultation with the Branch Manager, the Customer Service Team’s human resources, including responsibility for team building and training Customer Services staff across the Library network.

· Manage the marketing of library customer services projects and programs.

About you

In your new role you will require highly developed management and organisational skills and the ability to lead the Library’s strategic planning to meet changing community needs and expectations.

This position requires an enthusiastic, customer focused professional with excellent interpersonal and communication skills. Completion of a degree in Library and Information Science or its equivalent accepted by the Australian Library and Information Association for professional membership is an essential qualification for the position.

Benefits of working with us!

We pride ourselves on having a fantastic culture with a genuine appreciation for work-life balance. Visit hornsby.nsw.gov.au/careers and click on "what we offer" to learn about the wonderful benefits available at Hornsby Council.

Please note that double vaccination is required to work in this position and to attend any Council Building for an interview.

You will be required to have a current Working with Children Check to work in this position.

For further information please contact Cheryl Etheridge, Manager Library and Community Services on 9847 6801.

Closing date: 26 August 2024 at 11.30pm

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