Reference & Reader Service Experience

3 weeks ago

Canberra, Australia National Library of Australia Full time

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**APS6 - Program Manager, Reference & Reader Service Experience**:

- Opportunity to work at one of Australia's leading cultural institutions
- Lead a team responsible for the Library’s reference and research support services
- Help connect with communities and connect communities with their national collections

The National Library of Australia is seeking to fill the integral role of **Program Manager, Reference & Reader Experience (APS6)** in the Reader Services Section in Engagement Branch.

This role is critical to delivery of high-quality and client-centred reference services. It is responsible for overseeing mediated and unmediated information and research services to Library users, including the online and telephone “Ask a Librarian” service.

You will lead and coach the team responsible for these services, who in turn provide support and guidance to the wider cohort of Library staff delivering reference services.

You will play an essential role in providing specialist expertise and technical knowledge across a range of programs, activities and systems. This will include aspects of program management, statistical and administrative reporting.

You will liaise with internal stakeholders and external vendors, contribute ideas and participate in the implementation of service improvement initiatives and change in the workplace.

To be successful in this role you will need a high level leadership capability and will be able to support or lead through change.

Knowledge and experience in administration of Library or enquiry management systems is highly desirable.

This role includes regular evening and weekend work - undertaken during the Library’s advertised reading room opening hours.

It is desirable that you hold qualifications or equivalent experience in Information Management, Arts, Humanities, Social Sciences or related fields.

An 18-month merit pool may be established from this recruitment activity which may be used to fill similar vacancies at the Library.

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