Library Customer Service Team Leader

Library Customer Service Team LeaderSalary Range Band 6 $99,631 - $108,597 plus 12% SuperFull time position (35 hours per week)Predominately based at St Kilda Library and other branches as requiredThe position includes one evening shift per week and weekend workAbout City of Port PhillipWe are a vibrant and diverse inner-city council stretching 20kms from South to Port Melbourne along the stunning bay beaches down to Elwood and out to St Kilda East with around 1000 people who all work together to deliver more than 100 programs and services to our engaged community of residents, businesses and visitors. What does that mean? Think, childcare, libraries, parks, recreation, waste rubbish collection, road maintenance, family and youth services, property & assets, city planning & development, customer experience, digital technology, governance, people, culture and safety, and of course South Melbourne Market  City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation.About the RoleAs the Library Customer Service Team Leader, you will play a pivotal role in leading a dedicated team to deliver high-quality, customer-focused services across our five Library branches. With a strong commitment to community engagement, you will foster inclusive, welcoming spaces for all patrons. In this dynamic role, you will supervise and support staff in a fast-paced environment, encouraging continuous improvement and professional growth. You will oversee team training and induction, conduct regular meetings to maintain clear communication, and contribute to the development of procedures and service delivery standards. By championing innovation and monitoring customer feedback, you will lead initiatives that enhance the library experience and ensure our services remain responsive and relevant to the needs of our diverse community.Please note: Interviews will be held on Thursday 11th and Friday 12th DecemberDuties:Lead and support the library team to deliver exceptional customer, reader and information services.Lead initiatives that develop and enhance library customer experiences.Supervise effective and efficient frontline service teams to provide innovative, responsive and customer focussed service.Lead, train and motivate the frontline team to provide exceptional customer focussed services.Develop, maintain and train staff in the application of policies, procedures and protocols relating to the delivery of customer, information and reader services for library users.Skills and ExperienceDemonstrated experience in the delivery of excellent customer service in a fast-paced environment with customers from diverse backgrounds preferably in a library setting.Proven ability to work collaboratively as a member of a high-performing team with a commitment to solve challenges together and be accountable to each other.A flexible and adaptive approach to service delivery and a desire to learnProven ability to lead and motivate library teams to deliver exceptional customer, reader, and information services, while fostering a culture of continuous improvement and community engagement.Experienced in supervising frontline staff in a dynamic environment, including coordinating training, conducting regular team meetings, and supporting staff performance in line with organisational goals.Our work environmentWe love what we do and are all proud to work at the City of Port Phillip. Yes, we are local council, and we are one with vibrancy, passion and ambition who are a welcoming, health conscious, diverse and inclusive.Proudly as one we all take accountability to put our community first. Together we work, creatively and strategically we think and with courage comes growth and with integrity we performWhat's in it for youWe offer a hybrid working model with our core setup being 50-60% in the office depending on team requirements and welcome further conversation to meet your working style and needs.Be supported and empowered to be your best by a passionate leadership team that encourages collaboration and innovation.Discounted fitness membership with access to over 260+ gyms, pools, group classes and facilities across Melbourne for you and your familyOur work hubs are located close to our very own Child Care centres making accessing childcare a breezeCareer development opportunities within your team and/or across council plus a great study assistance allowance of up to $4000 per year per person and 6 hours per week study leave (on approved courses only).Flexible working conditions, an active social club, supportive health and wellbeing program, and a well- regarded Employee Assistance Program (EAP).Our very own Pride Network, that helps create an environment where each and every person can feel safe, welcomed, seen, and supported to bring their whole selves to work.20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parentsAccess to novated leasing and salary sacrificed technology.Security Requirements and Professional ObligationsPre-employment screening will apply to all appointments.Prior to a formal letter of offer, preferred applicants will be asked to provide:Evidence of mandatory qualifications/registrations/licences,Sufficient proof of their right to work in Australia, andSufficient proof of their identity.Complete a National Police Check completed via City of Port Phillip's Provider.Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).So, what's next?Hit thatAPPLY button nowWhether you think you meet all the requirements or not, we strongly encourage you to apply, as we take a holistic approach to considering your skills, life experience, and alignment to our key selection criteria. You've got thisPlease submit;Resume – latest and detailed version.Cover letter no longer than 2 pages that captures your response to the Key Selection Criteria (KSC) found on the Position Description (PD).Note: Only applications submitted via the online Recruitment Portal will be considered.Further information can be obtained by contacting Peter Gorringe, Library Services and Operations Lead via email at Applications close 11.59pm Sunday 30 November 2025The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability.If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Yass Mustafa (Recruitment and Employee Experience Advisor) on phone or email: South Melbourne > Port Melbourne > Albert Park > Middle Park > St Kilda > Balaclava > Ripponlea > Elwood