Library Customer Experience Manager
Library Customer Experience Manager
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$ 125996 - 138699
1 Vacancy
Job Description
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 commitment to child safety is explained in CouncilsChild Safe Commitment Statement.
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 Councils 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 librarys 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.
Whats on offer
12-month term contract opportunity with the potential for extension.
We are offering an attractive remuneration from $125996 to $138699 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 ourValues Flyer which outlines Councils core values and behaviours.
Alternatively for a confidential discussion please email Paul Scully at
How to apply
Candidates must apply online attaching a cover letter addressing the essential requirements of the position.
A Paid Working with Children Check must be uploaded as part of your application.
Applications close 9pm Monday 23rd June 2025.
As this is a child-related positionprohibited 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 theNSW Child Safe Standards Office of the Childrens more information on Councils Child Safe Framework please visitChild Safe City of Parramatta.
This position requires the preferred candidate to undergo a Criminal History Records check.
The City of Parramatta supports a Drug and Alcohol-free working environment and employees may be subject to random testing as a result.
Inclusion Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills experiences and backgrounds. We invite candidates of all ages people with disability Aboriginal and Torres Strait Islander Peoples women ADF veterans LGBTIQA and other culturally diverse groups. We are committed to making reasonable adjustments to provide a positive barrier-free recruitment process and supportive workplace.
Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.
Required Experience:
Manager
Employment Type
Full-Time
