Visitor Experience Supervisor

**State Library of New South Wales**

**Visitor Experience Supervisor**

**Experience and Engagement I Visitor Services**

**Clerk 5/6, Ongoing**
- Ongoing Full-Time position
- This is an exciting new opportunity to lead a team who plays a vital role in engaging and connecting with readers and visitors to the State Library of NSW.
- Competitive remuneration package up to $120,816 p.a. (package includes salary between $97,027 - $107,059 p.a., plus employer’s contribution to superannuation and annual leave loading)

**About the State Library**

The State Library of NSW is one of the great libraries of the world, with a history dating back to 1826. As one of Australia's oldest and important public institutions, the Library is responsible for preserving and presenting the social, cultural and scientific history of our State and our Nation.

Our purpose is to create a sanctuary for discovery, debate, gathering and joy. It’s a place that holds our living record, where knowledge is freely accessible, helping us reach into the past and imagine what’s next. The State Library of NSW is where we go to ask questions about the world.

**About the New Opportunity**

As the face of the Library, the Visitor Experience Supervisor leads a passionate team dedicated to creating a welcoming and informative environment for all visitors. This role manages the day-to-day activities of Visitor Experience Officers, ensuring smooth operations at the Library’s welcome desks. By staying closely connected with internal teams and up to date on exhibitions, events, and services, the Supervisor empowers the team to deliver exceptional service. They also play a key role in capturing visitor feedback and identifying opportunities to enhance the Library experience.

**What’s in it for you?**
- Thrive with our holistic wellbeing program, including access to Fitness Passport for gym and fitness facilities across Australia.
- Work where you feel inspired - a vibrant, collaborative office culture supported by flexible Work from Home options.
- Grow your career with extensive Learning & Development opportunities, including our custom online platform, Stella.
- Feel supported - access professional counselling, psychology, and wellbeing services through Converge, our all-in-one digital support platform.
- Family-first benefits - up to 14 weeks paid parental leave, plus dedicated leave for fertility treatments.
- Enjoy exclusive perks - staff discounts at the Library Cafe and Bookshop.
- Be part of the culture - free access to Library programs, exhibitions, and events.

**How to apply**

Question 1

Describe a time when you led a team to improve the visitor or customer experience in a public-facing environment. What strategies did you use to motivate your team, and what was the outcome?

Question 2

Describe a time when you had to manage a complex or sensitive visitor interaction. What approach did you take, and what did you learn from the experience?

Question 3

The Library is currently undergoing a major refurbishment ahead of its 200th anniversary in 2026. How would you ensure continuity of high-quality visitor experience during periods of disruption or change?

**Talent Pool**

Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months.

**Eligibility to apply**
- an Australian citizen or
- a permanent resident of Australia, or
- a New Zealand citizen with a current New Zealand passport or a citizen of another country with an appropriate visa that allows you to work in Australia for the period of temporary employment or if you are seeking ongoing employment, you must hold a permanent visa that allows you to work in Australia.

**Role Description (pdf)**
**Role Description (word)**
**NSW Public Sector Capability Framework**
**State Library Accessibility Guide