Customer Experience Manager Libraries

At a Glance

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 we’re 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 Council's 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.

What’s on offer

We are offering a full-time permanent opportunity, with a competitive remuneration package from $134,967.65 to $148,574.92 plus 12% superannuation.

Your employee experience with City of Parramatta includes:

• Flexibility: Hybrid work option & flexi‑time 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