Georges River Council

Librarian Customer Experience

About Our Council

Georges River Council is a leading, people-focused organisation with approximately 600 staff members. Our people are working to make the Georges River area an accessible, green, diverse and innovative community and economy. We are dedicated to providing vibrant public places, sustaining and developing a thriving creative culture, helping protect our natural environment, and making our suburbs more liveable.

About the Team

Georges River Libraries are a place where people come together to share ideas, knowledge and experiences. It's a place where they can go to relax and escape, learn and be inspired. Our community can explore a range of books, manuscripts, photographs, films, maps and online resources as well as special objects our ‘Library of Things’. From digital cameras and musical instruments to international language books and unique local collections, you will discover a wide range of items to enjoy at the library. Our spaces are inviting, safe and accessible. From quiet reading rooms to busy media labs, making them ideal locations to discover, socialise and play. Our friendly team are on hand to help with any library and resourcing needs. Georges River Libraries are here to help inspire your world.  

The team is filled with talented and passionate individuals who are committed to working together and with the business to achieve its goals and objectives.  We take our values very seriously, and recognise our contributions benefit our people, and more broadly, the community. Our goal is to be the best at what we do and ensure Council is a great place to work.

About the Opportunity 

The purpose of this role is to provide expert advice, support, training and programs regarding customer experience, staff procedures and core library services. The position includes the delivery of programs, loans desk tasks and roving duties at all Georges River Libraries as required.

In this role you will:

• Develop and implement an annual customer experience training program for staff that ensures the provision of quality library services that satisfy the high expectations of its diverse customers.
• Develop, maintain, and evaluate library customer experience policies and procedures to support the delivery of the library strategy and implement best practice customer experience.
• Demonstrate customer-centric behaviours that contribute to the delivery of positive customer experiences for our diverse communities and support organisational effectiveness.
• Research and develop reports, proposals, project plans, grants and sponsorship opportunities to implement innovative customer experiences and strategies.
• Enhance the professional image of the Georges River library service across all Council departments by fostering good working relations with external and internal stakeholders.

What we can offer you

• Permanent, Full time - 70 hours per fortnight 
• Full time equivalent salary from $81,546.21 - $94,483.59 per annum plus 11.5% superannuation
• Hybrid working arrangements including flexible start and finish times.
• Potential for 9-day fortnight based on operational requirements.
• Additional Health and Wellbeing paid leave
• Fitness Passport Program offering discounted membership for you and your family to selected facilities
• Employee Assistance Program
• Salary Packaging Options
• Sponsored Study Program
• Parental Leave and Support
• Employee Rewards Program
• Ongoing Education and Resources

What we're looking for

Knowledge, Skills and Qualifications

• Tertiary qualifications in Library and Information Studies at librarian level, or an equivalent qualification, or working towards gaining qualifications.
• Current Working with Children’s Check.
• Current NSW Drivers Licence
• Demonstrated high level skills and experience in the planning, development, and implementation of innovative customer experience initiatives in public libraries or equivalent organisations.
• Demonstrated knowledge of customer experience principles, processes, and current best practice methods.
• Demonstrated high level skills and experience in providing research, including the proficient use of technology and digital resources 
• Demonstrated high level skills and experience in providing quality customer service and working with customers from diverse backgrounds.
• Demonstrated high level skills in written and verbal communication including effective business and historical writing, delivering presentations and training.
• Demonstrated high level skills and experience in efficient time management, project planning and problem solving.
• Demonstrated experience and consultation skills in building relationships with internal and external stakeholders. 

Desirable

• Certificate IV in Training & Assessment
• Knowledge of Georges River Local Government Area
• Proficiency in speaking a community language 

If you have made a positive commitment to further your career and you possess the attributes located in the Position Description essential criteria, then please submit your application today. Applicants are asked to ensure that they provide responses to the targeted questions, failure to do so may result in your application not being considered.

If you would like further information on this role, please contact Penelope Revell, Team Leader Library Support Services on 02 9330 9312 or careers@georgesriver.nsw.gov.au.

Applications must be completed and submitted via our website. Closing Date: 3 March 2025 at 11.59PM AEST.

Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.

Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.

We are committed to building a workplace culture that values diversity and inclusion, and welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTIQIA+ and those from culturally and linguistically diverse backgrounds.

At Georges River Council we are committed to putting children first and championing child safety within our community. We actively advocate for the rights of children and young people and will uphold our commitment as a child safe organisation.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.