Library Customer Experience Manager

**About the role**
As the Library Customer Experience Manager, you will be responsible for leading the delivery of day-to-day high quality customer focused library services and programs through the Branch Network and will ensure every interaction is an opportunity to build positive connections between customers and the City of Parramatta.

Key Responsibilities:

- Contribute to the strategic directions of Council and implement the priority services, projects and initiatives identified in Council's Operational Plan in a timely, cost effective and operationally efficient manner.
- Lead the Branch Network team to proactively deliver core and specific customer service competencies the library as part of the Customer Experience Team, to provide memorable and exceptional experiences for customers.
- Support, coach and develop Branch Librarians/Team Leaders to problem solve complex or unusual enquiries to reach practical and satisfactory resolutions for stakeholders.
- Manage/support Branch Librarians/Team Leaders to manage the library's physical environment and coordinate suppliers to maintain attractive, safe, and functional spaces that customers enjoy using.
- Oversee effective systems to ensure that service is customer-centric with a future-focused approach to customer experience with an effective complaints resolution process to ensure stakeholders' grievances are handled sensitively and efficiently.
- Partner and support Branch Librarians/Team Leaders in collaboration with programming teams to plan, project manage and execute a meaningful, high-quality program of events, activations and experiences, to drive visitation and positive outcomes for the City of Parramatta.

**About You**
We are looking for a leader with:

- Degree qualification in information science/librarianship, or a related discipline; and relevant demonstrable experience in a leadership role; or significant leadership experience in library and/or community service environment (typically 10+ years).
- Demonstrated experience in sourcing, researching and analysing quantitative and qualitative data and trends, and integrating with social, cultural, environmental and place information within a strategic planning, economic and customer context.
- Advanced problem solving and decision-making ability, including confidence in working with leaders to resolve high priority, and often sensitive and complex issues and conflict.
- Highly advanced change management leadership within a highly complex stakeholder environment.
- Exceptional ability to communicate, build relationships and influence others with an engaging approach and technique.
- Significant experience in leading diverse, multidisciplinary teams and delivering services to a high standard to meet financial and other business performance criteria.
- Extensive experience in the curation, planning and delivery of library customer experience initiatives.

**What's on offer**

**12-month term contract opportunity with the potential for extension.**

We are offering an attractive remuneration from $125,996 to $138,699 plus 11.5% superannuation.

In addition City of Parramatta also offer excellent employee benefits which include:

- 14 weeks paid parental leave
- Access to Long Service Leave after 5 years
- Central Parramatta location (Public transport at our door, discounted parking)
- Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave, 2 days health and wellbeing leave per year)
- Learning and development opportunities
- Health and Wellbeing programs (Fitness Passport, flu shots, etc.)

**Want to know more?**
Further information regarding the requirements of this role can be found in the attached Position Description.

Review our Values Flyer, which outlines Council's core values and behaviours.

**How to apply**

**Applications close 9pm, Monday 23**rd**June 2025.**

As this is a child-related position, prohibited persons as defined under the NSW Child Protection Act are not eligible to apply.

Council is committed to providing a child safe environment and is guided by the NSW Child Safe Standards | Office of the Children's Guardian. For more information on Council's Child Safe Framework please visit Child Safe | City of Parramatta.