Customer Experience Manager Libraries
Job Location:
Parramatta - Australia
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
At a Glance
Work type: 35 hrs per week
Salary: $134967.65 to $148574.92 12% superannuation
Employment Type: Full Time Permanent
Closing date: 9pm Sunday 2 August 2026
The City of Parramatta is in the midst of significant growth and transformation. With a community that brings together many cultures skills and stories a changing skyline and new investments this is an exciting time to be part of the journey. Parramatta 2050 gives us a clear picture of where were heading; a connected creative and sustainable City with opportunities for everyone. Every role at City of Parramatta contributes to this next chapter helping us build a strong thriving Parramatta for the people who live work and spend time here.
At Council we prioritise the safety and wellbeing of children and young people. We are committed to implementing child safe practices to create an environment where children feel safe and included. We screen candidates to ensure their suitability to work with children this includes conducting National Police Checks Working with Children Checks and through reference checks. Our commitment to child safety is explained in Councils Child Safe Commitment Statement.
About the role
This role is responsible for leading the delivery of day-to-day high quality customer focused library services and programs across the Parramatta Libraries Branch Network and ensuring every interaction is an opportunity to build positive connections between customers and the City of Parramatta.
This is a key people leader role and as part of the library leadership team will contribute to policy planning and shaping the future direction of library services
In this role you will:
- Contribute to Library Services leadership delivering Council priorities projects and initiatives in line with the Operational Plan.
- Coach and support Branch Librarians and Team Leaders to deliver exceptional customer experiences and resolve complex enquiries.
- Oversee customer-focused services complaints resolution continuous improvement and the modernisation of systems and processes.
- Ensure safe welcoming and efficient library environments quality collections and effective branch operations that meet community needs.
- Foster stakeholder relationships collaborate across Council and support the delivery of impactful programs events and community initiatives.
Whats on offer
We are offering a full-time permanent opportunity with a competitive remuneration package from $134967.65 to $148574.92 plus 12% superannuation.
Your employee experience with City of Parramatta includes:
- Flexibility: Hybrid work option & flexitime scheme (eligible roles) additional leave over the Christmas period
- Leave: 14 weeks paid parental leave 15 days personal leave Long Service Leave after 5 years
- Wellbeing: Employee led networks (ERGs) Fitness passport Flu vaccinations Employee Assistance Program (EAP) Ongoing wellbeing initiatives Health insurance discounts.
- Location & Convenience: Central Parramatta location discounted parking Novated leasing
- Growth: Learning and development programs leadership pathways LinkedIn Learning
About you
The successful candidate is someone who brings:
- 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.
- 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 developed commercial skills including business planning human resources marketing and business development.
To be considered for this role you must meet the essential requirements in the Position Description including:
Qualifications/Licences:
- 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).
- Working with Children Check
How to apply
Applications must be submitted online by 9pm Sunday 2 August 2026 Applications submitted by other means will not be accepted.
Please upload:
- Current resume and cover letter addressing the Position Description.
Please note: Candidates who do not meet the essential qualification and licence requirements may not progress through the recruitment process.
As this is a child-related position prohibited persons as defined under the NSW Child Protection Act are not eligible to apply.
A Paid Working with Children Check must be uploaded as part of your application. If you do not have a valid Working with Children Check and meet the remaining requirements of the role please answer your pre-screening questions accordingly and reach out to to confirm that your WWCC is in progress.
Council is committed to providing a child safe environment and is guided by the NSW Child Safe Standards Office of the Childrens Guardian.For more information on Councils Child Safe Framework please visit Child Safe City of Parramatta.
This position requires the preferred candidate to undergo the below pre employment compliance checks.
- Criminal history check: A criminal history does not necessarily disqualify a prospective candidate from selection.
The City of Parramatta supports a drug and alcoholfree working environment. Employees may be subject to random testing.
How we work: Inclusion & Belonging
At the City of Parramatta inclusion and belonging are central to how we work. Were building a workforce that reflects our diverse community and value different perspectives and lived experiences. We welcome applications from Aboriginal and Torres Strait Islander peoples people living with disability people of all ages women culturally and linguistically diverse communities LGBTQIA people ADF veterans and others who bring unique perspectives.
We are committed to a fair inclusive and accessible recruitment process and support reasonable adjustments throughout recruitment and employment contact for a confidential discussion.
Eligibility:Please note you must be an Australian or New Zealand citizen or a permanent resident in Australia to apply for this position. Applicants holding valid visas may be considered for Casual or Term contracts subject to their visa work conditions.
Required Experience:
Manager
