Team Leader, Client Services

3 weeks ago

Newcastle, Australia University of Newcastle Full time

Oversee the operation and delivery of high-quality client support services at our NUspace campus library
- Full time fixed term (until March ’26) opportunity based at our Newcastle City Campus
- 17% super, generous annual, personal, and life leave, wellbeing programs, health and fitness discounts

**Be challenged and imagine with us**:
As the Team Leader, Client Services, you will oversee the operation and delivery of high-quality client support services at our NUspace campus library, ensuring a seamless experience for students, researchers, educators, and the broader University community.

You will lead a dedicated team to provide in-person and virtual advisory, engagement, and information services, continuously enhancing the library's service offerings and making a positive impact on the student experience.

In this role you will:

- Oversee the library's tiered service model, ensuring the delivery of proactive, timely support through concierge services, physical service points, and online platforms.
- Collaborate with the Manager, Client Services and other team leaders to investigate and implement innovative service models, driving continuous improvement in service delivery.
- Contribute to projects aimed at enhancing client services, including data collection, process development, and service monitoring.
- This fixed term position is a parental leave cover until March 2026, is full time, and will be located at the Newcastle City Campus (Awabakal land)._

**How will you inspire us?**:
You will have:

- Demonstrated experience in client service delivery, ideally within an educational or library environment.
- Strong ability to adapt to change, learn quickly, and implement new service strategies.
- Leadership capabilities including the ability to motivate and mentor a team to achieve service excellence.

Your commitment to client service delivery will allow you to play a key role in enhancing the student and research experience by providing high-quality, client-centred support that directly impacts learning, success, and research outcomes.

**What we offer**:
The remuneration for this position is from $93,929 to $103,641 + 17% superannuation and is commensurate with skills and experience.

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively.

These include:

- 17% super and salary packaging.
- Additional University Holiday days, generous personal, life, and parental leave, annual leave loading, and additional purchased leave scheme.
- Discounts on private health insurance, gym memberships, software, travel and more.
- A range of support and wellbeing programs.

For more information on benefits and conditions, please follow this link.

**About our University**:
The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

The Client Services team manages front facing services for the Library, including information and enquiry services, circulation and membership. With oversite of the tiered service delivery model, the team provide proactive support to all clients through active concierge, physical service points, and virtually through the Chat and online enquiry services. The team manage library learning spaces ensuring they provide a first class, technology rich study environment. Working with the Student Engagement and Partnerships team, the Client Services team also contributes to delivering student engagement programs to improve the student experience.

**Your next steps**:

- Important information before you apply:_
- Applications for this position will only be accepted from those with Australian residency or a valid work permit.
- Your resume.
- A statement addressing the questions listed below.
- Provide an example that demonstrates your commitment to excellent customer service, including the ability to empathise with and understand the needs of a diverse community engaged in study and research.
- How have you demonstrated leadership capability, including the ability to lead and inspire others to deliver exceptional performance and outcomes, and generate a strong sense of team spirit?
- Describe your experience in using technology to analyse and report on data to demonstrate impact and inform process improvement and service delivery

**Please upload your Cover Letter**and** response to the questions as**one** PDF document**. This document should not exceed 3 pages.
- We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitm

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