Librarian Customer Experience

**About Our Council**

Georges River Council is a leading, people-focused organisation with approximately 600 staff members. Our people are working to make the Georges River area an accessible, green, diverse and innovative community and economy. We are dedicated to providing vibrant public places, sustaining and developing a thriving creative culture, helping protect our natural environment, and making our suburbs more liveable.

**About the Team**

Georges River Libraries are a place where people come together to share ideas, knowledge and experiences. It's a place where they can go to relax and escape, learn and be inspired. Our community can explore a range of books, manuscripts, photographs, films, maps and online resources as well as special objects our ‘Library of Things’. From digital cameras and musical instruments to international language books and unique local collections, you will discover a wide range of items to enjoy at the library. Our spaces are inviting, safe and accessible. From quiet reading rooms to busy media labs, making them ideal locations to discover, socialise and play. Our friendly team are on hand to help with any library and resourcing needs. Georges River Libraries are here to help inspire your world.

The team is filled with talented and passionate individuals who are committed to working together and with the business to achieve its goals and objectives. We take our values very seriously, and recognise our contributions benefit our people, and more broadly, the community. Our goal is to be the best at what we do and ensure Council is a great place to work.

**About the Opportunity**

The purpose of this role is to provide expert advice, support, training and programs regarding customer experience, staff procedures and core library services. The position includes the delivery of programs, loans desk tasks and roving duties at all Georges River Libraries as required. This position may be required to act as Team Leader Library Customer Experience as required.

In this role you will:

- Develop and implement an annual customer experience training program for staff that ensures the provision of quality library services that satisfy the high expectations of its diverse customers.
- Develop, maintain, and evaluate library customer experience policies and procedures to support the delivery of the library strategy and implement best practice customer experience.
- Develop and implement targeted community engagements that enhance our service and the delivery of customer experience for our diverse communities.
- Research and develop proposals, grants, and sponsorship opportunities to implement innovative customer experiences and strategies.
- Communicate in a clear and concise manner both written and verbal and promote cross organisational communication and collaboration.
- Prepare reports, recommendations, proposals, research papers and project plans.
- Foster good working relationships with external and internal stakeholders.
- Enhance the professional image of the Georges River library service across all Council departments by defining and providing information, research, and resources.

**What we can offer you**
- Permanent, Full time - 70 hours per fortnight
- Full time equivalent salary from $75,395.80 - $87,357.41 per annum plus 10.5% superannuation
- Flexible working arrangements including flexible start and finish times.
- Potential for 9-day fortnight based on operational requirements.
- Additional 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

**What we're looking for**

Knowledge, Skills and Qualifications
- Tertiary qualifications in Library and Information Science or working towards this qualification.
- Demonstrated high level skills in the planning, development, and implementation of innovative customer experience.
- Demonstrated knowledge of customer experience principles, processes, and current best practice methods.
- Demonstrated experience working with customers from diverse backgrounds.
- Demonstrated ability to facilitate and support change.
- Demonstrated analytical, time management, organisational, project management and creative problem-solving skills.
- Demonstrated high level skills in written and verbal communication including effective business writing, running meetings, providing training and consulting with stakeholders.
- Demonstrated experience working effectively in a team environment.
- Demonstrated ability to work autonomously.
- Intermediate knowledge and experience in the use of MS Office platforms including Excel, Word and Outlook.
- Must be fully vaccinated (minimum 2 doses) with an approved COVID-19 vaccine and provide Council with evidence of vaccination, or an accepted certified