Team Leader Library Customer Experience

**Full Time Permanent Position**

**Salary Range $86,169 to $93,835 per annum + 10.5% Super + RDO**

**About Melton City Council**

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality—one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You’ll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

**The Opportunity**

Melton City Council acknowledges the fundamental role that Libraries and Arts play in the making of vibrant, culturally rich communities. Reporting to the Coordinator Library Operations and Resources in the Libraries and Arts service unit. The role of the Team Leader Library Customer Experience is key to delivering priority areas for Melton City Libraries as envisioned in _Creative Melton 2030_. These include:

- Develop, lead and maintain a culture that celebrates an outstanding library user experience.
- Supervise and train staff in the efficient operation of front-line services, providing a responsive and flexible community focused service.

**Key Responsibilities**

The Team Leader Library Customer Experience will:

- Provide effective leadership, supervision, and professional support to staff in a busy, vibrant environment.
- Lead the day to operations of library customer service and provide opportunities to optimise layout to ensure excellence in service delivery.
- Identify community needs, and service provision gaps to develop initiatives to enhance customer experience.
- Participate in rostered library customer service shifts, ensuring customers have a positive experience characterised by active engagement.
- Facilitate training, new staff induction and staff development to ensure a consistent customer engagement approach across the service.
- Undertake projects and initiatives that enhance the customer experience of library users through design thinking methodology including customer journey mapping and consultation
- In consultation with the Coordinator Library Operations and Resources, evaluate front line service delivery, recommend, and implement improvements.

**About you**

**_ To be successful in this role you will have the following:_**
- Tertiary qualification acceptable for professional membership (librarian) of the Australian Library and Information Association (ALIA) together with experience in leading teams, or relevant tertiary qualification in community development with substantial experience in customer service and leading teams.
- Demonstrated understanding of customer engagement and collection development principles with the proven ability to champion a proactive customer service approach in a public library context.
- Excellent verbal and written communication skills, with the ability to produce effective plans, policies, and procedures, as well as to develop rapport and engage with a diverse range of stakeholders, customers, organisations and the community
- Demonstrated experience in service development in a Library environment, including commitment to positive continuous improvement and innovation.

**Culture and Values**

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there’s a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we’d love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

- Motivate
- Empower
- Lead
- Trust
- Open
- Nurture

**Benefits**

There are a number of great reasons why our people love working at Melton City Council:

- 19 Day Month
- Flexible Working Hours
- Extensive Career Development & Leadership Programs
- 16 weeks Paid Parental Leave
- 3 weeks Paid Secondary Carer Leave
- Family Room available including Breastfeeding Facilities (Melton City Council | Australian Breastfeeding Association)
- Wellbeing initiatives
- Subsidised Uniforms

**How To Apply**

If you require further information about the position, please contact Maresce Jones, Coordinator Library Operations and Resources on 9747 5334.

To view the Position Description, click here.

Applications **must** include a Resume and address the Key Selection Criteria outlining your suitability to the role.

We encourage you to use the STAR approach when writing your responses to the selection criteria.
- Situation (Task) - provide a brief outline of the