2023.009 - Customer Experience Team Leader

1 week ago


Fairfield, Australia Fairfield City Council Full time
Applications closing on 26 February 2023, 11:59 PM

  • Reference number
  • Job TypeFull Time
  • PackageThis position is a Grade 5, salary range is $77,631 p.a. with progression to $85,689 p.a. on demonstrated competencies, with performance progression to $90,936 p.a.

THE POSITION:

Library, Museum and Customer Services is the interface between Council's numerous regulatory, strategic and business units and its residents and customers.

The unit aims to handle the majority of enquires without a need for referral to other staff.

In doing so, the unit must have a working knowledge of all of Council's business in order to allow Council staff to continue its daily work with mínimal interruption.


The Customer Experience Team Leader is responsible to provide an efficient and effective library and information service to meet the needs of the community by managing the day-to-day operations of customer service of one of the libraries with a focus on creating a positive customer experience outcome and with the general direction and support from the Customer Experience Coordinator.


ESSENTIAL:

  • Provide leadership to the Whitlam Library Customer Experience team, and staff working in the library.
  • Make daytoday decisions to ensure the smooth running of the library branch.
  • Have strong communication and interpersonal skills with the ability to establish and maintain effective working and customer relationships.
  • Forster a harmonious and professional team environment and contribute to the development of staff.
  • Perform customer service duties and provide professional reference and information services to library customers.
  • Participate in programs and projects that have a direct impact on Customers and Council business.

SALARY & EMPLOYMENT CONDITIONS:

  • Permanent position, 35 hours per fortnight
  • This position is a Grade 5, salary range is $77,631 p.a. with progression to $85,689 p.a. on demonstrated competencies, with performance progression to $90,936 p.a.
  • Flexible working hours are available.
  • This position is required to work within a library roster, includes evening and weekend work which attracts a 25% penalty for Saturday or 50% penalty for Sunday in addition to ordinary hourly rate of pay
  • A uniform is provided

FURTHER CONTACTS:
Enquiries regarding the position should be directed to Dianne Thai on or a position description is available by contacting Sharon Allard on

CLOSING DATE:
Midnight Sunday 26 February 2023

HOW TO APPLY:
Applications must address the following targeted questions (maximum half page response per question) encompassing the knowledge, skills, qualifications, and experience required in the Position Description:

  • How have you improved communication and information sharing within the team? What was your approach and what was the outcome?
  • Can you describe an instance where your team member refuses to, or just can't complete their part of the work? What did you do?
  • Can you describe an instance where your supervisor or manager just gave you too much work with not enough time?
  • Name three improvements you made in your most recent position.

Please note that this role requires mandatory vaccination against COVID-19 at Fairfield City Council. All applicants must be vaccinated (and provide proof - cited vaccination certificate).


Applicants must have the right to work in Australia and may be required to undertake a national police clearance as part of the recruitment process.

We kindly ask for no recruiters at this stage.

PO BOX 21 BRADLEY CUTTS
**FAIRFIELD NSW 1860 GENERAL MANAGER

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