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Customer Experience Coordinator

2 months ago

Georges River Council, Australia Georges River Council Full time
About the Role

We are seeking a highly skilled and experienced Coordinator to lead our library customer experience team. As a key member of our Cultural Engagement and Library Services Business Unit, you will be responsible for delivering exceptional services that provide positive customer experiences and high-quality interactions across all libraries and service points.

The successful candidate will have a strong background in library and information science, customer service, or a related field, with demonstrated experience in leadership, team building, and staff development. You will be responsible for leading the implementation and management of customer experience improvement projects, as well as developing and implementing staff training programs.

You will also be responsible for designing and evaluating services that reflect and enhance the cultural, informational, recreational, and educational needs of the community. Additionally, you will develop business cases, grant submissions, award applications, and presentations to support organisational decision making.

The role requires strong communication and interpersonal skills, including report writing, effective negotiation, consultation, and consensus building. You will also have experience managing complex projects and competing priorities, including an ability to work to deadlines.

What We Offer
  • Permanent, Full-time position with 70 hours per fortnight
  • Full-time salary from $123, $143,546.89 per annum plus 11.5% superannuation
  • 9-day fortnight subject to operational requirements
  • Health and Wellbeing paid leave
  • Fitness Passport Program offering discounted membership for you and your family to selected facilities
  • Employee Assistance Program
  • Salary Packaging Options
  • Sponsored Study Program
  • Parental Leave and Support
  • Employee Rewards Program
  • Ongoing Education and Resources
Requirements
  • Tertiary qualifications in Library and Information Science, Customer Service or equivalent
  • Current Working with Children Check
  • Current NSW Drivers Licence (Class C)
  • Demonstrated experience supervising the delivery of customer-focused services in a library or equivalent cultural organisation
  • Demonstrated experience in leadership, team building, and staff development, including mentoring, performance management, and change management
  • Demonstrated experience leading the implementation and management of customer experience improvement projects
  • Demonstrated experience leading the implementation and management of a staff roster
  • Demonstrated experience leading the development and implementation of staff training programs
  • Demonstrated experience designing and evaluating services that reflect and enhance the cultural, informational, recreational, and educational needs of the community
  • Demonstrated experience developing business cases, grant submissions, award applications, and presentations to support organisational decision making
  • Demonstrated high-level oral, written, and interpersonal communication skills, including report writing, effective negotiation, consultation, and consensus building
  • Demonstrated financial management skills and experience managing an operational budget
  • Demonstrated experience managing complex projects and competing priorities, including an ability to work to deadlines
  • Demonstrated experience using Microsoft Office Suite as well as content management systems and technology in a public library or equivalent setting
  • Leadership experience in a public library
  • Experience leading projects with a diverse and multicultural client base
  • Leadership experience in local government
  • Ability to speak an identified community language such as Arabic, Cantonese, Mandarin, Greek