Library Customer Service Director

3 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $111,867 - $122,577

**Job Overview**

We are seeking a highly skilled and experienced professional to lead our customer service team. As a Library Customer Service Director, you will be responsible for delivering exceptional customer service across our library network.

**Responsibilities:**

  • Lead the delivery of outstanding customer service across the library network through the support and development of trained, responsive and engaged staff.
  • Ensure processes and services meet the changing needs of the community.
  • Draft and contribute to policy development; plan and deliver the library's strategic, financial, workforce, information technology and operational plans.
  • Support and develop a team of Customer Service and Branch staff to deliver quality services to internal and external customers through regular meetings, data collection and evaluation, individual work reviews, annual work plans and regular communications.
  • Contribute to innovative programming and initiatives to activate branch libraries and enhance community engagement.
  • Identify opportunities for service improvement and lead changes in library services and systems.

**Required Skills and Qualifications:

  • Completion of degree or Post Graduate level library and information studies, conferring eligibility for associate membership of the Australian Library and Information Association (ALIA).
  • Current Class C Drivers Licence.
  • Experience in a range of roles including supervisory level within public libraries, including leading staff teams.
  • Ability to activate branch libraries with innovative and community-inclusive programming.
  • Experience in resolving customer issues and providing quality customer services.
  • Experience in implementing innovative Library-based information technology systems.
  • Experience in devising and implementing innovative customer service programs.
  • Experience in developing and implementing library policies and plans.
  • Experience in identifying and evaluating training needs of staff and developing and implementing training programs.
  • Experience in implementing changes in library services and systems.

**Benefits:**

  • An attractive annual salary package (salary dependent on relevant skills, experience and competencies).
  • Health and wellbeing benefits including 2 Health and Wellbeing Leaves and access to Employee Assistance Program.
  • Access to Fitness Passport membership.
  • Internal professional Learning and Development opportunities.

**Note:** All successful candidates will be required to obtain a National Police Check as part of the recruitment process and may be required to undergo a pre-employment medical check. We welcome applications from all backgrounds and value diversity and inclusion in our workplace. If you are interested in this opportunity, please submit your application by clicking the 'Apply' button above.

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