Library Customer Experience Leader

3 days ago

Sydney, New South Wales, Australia beBeeCustomerExperienceManager Full time $125,996 - $138,699

About the Opportunity

The successful candidate will lead a team of professionals in delivering exceptional customer-focused library services and programs across our Branch Network. The primary objective will be to create positive connections between customers and the community.

Key Responsibilities:

  • To contribute to the strategic directions of the council and implement priority services, projects, and initiatives in a timely and cost-effective manner.
  • To lead the Branch Network team to deliver core and specific customer service competencies, providing memorable and exceptional experiences for customers.
  • To support and develop Branch Librarians/Team Leaders to resolve complex or unusual enquiries and reach practical resolutions for stakeholders.
  • To manage the library's physical environment and coordinate suppliers to maintain attractive, safe, and functional spaces that customers enjoy using.
  • To oversee effective systems to ensure customer-centric service with a future-focused approach to customer experience, including an efficient complaints resolution process.
  • To partner with Branch Librarians/Team Leaders to plan, project manage, and execute high-quality programs, events, and experiences to drive visitation and positive outcomes for the community.

Requirements

We are seeking a leader with:

  • A degree qualification in information science/librarianship or a related discipline, along with relevant leadership experience; or significant leadership experience in libraries and/or community services (typically 10+ years).
  • Demonstrated experience in sourcing, researching, and analysing data and trends, integrating them within a strategic planning context.
  • Advanced problem-solving and decision-making skills, including confidence in working with leaders to resolve sensitive and complex issues.
  • Highly advanced change management leadership in a complex stakeholder environment.
  • Exceptional ability to communicate, build relationships, and influence others with an engaging approach.
  • Significant experience in leading diverse teams and delivering services to meet financial performance criteria.
  • Extensive experience in curating, planning, and delivering library customer experience initiatives.

What We Offer

12-month term contract opportunity with potential extension. Attractive remuneration from $125,996 to $138,699 plus 11.5% superannuation.

Excellent employee benefits include 14 weeks paid parental leave, access to Long Service Leave after 5 years, central Parramatta location, and more.

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