Lead Customer Experience Librarian
Community & Culture
Permanent Full Time
Hervey Bay
Stream A Level 7 - $114,225 plus superannuation
* + $6,000 relocation assistance for suitable candidates
* + 9-day fortnight
At Fraser Coast Regional Council our people are our most important asset and central to achieving our purpose of Building Better Communities Together.
Shape the way our community connects, learns and belongs. Fraser Coast Libraries is seeking an experienced library professional to lead customer experience and circulation services across our multi‐branch network — just 3 hours north of Brisbane on Queensland's stunning Fraser Coast.
From Hervey Bay's coastal lifestyle to Maryborough's heritage heart, you'll guide teams delivering welcoming, modern and community‐focused library experiences for a rapidly growing region.
What we are looking for:
We're looking for a confident library leader who can bring consistency, quality and innovation to customer experience across all Fraser Coast library branches. You'll oversee circulation operations, support staff capability, strengthen service delivery and ensure our community enjoys a seamless, positive and user‐centred library experience every time they walk through the door.
What your day will look like:
* Leading and coordinating circulation and customer service operations across all branches
* Managing staff, volunteers, technology and resources to ensure smooth, consistent service delivery
* Driving continuous improvement through updated procedures, workflows and customer‐centred initiatives
* Overseeing circulation technologies, payment systems and automated patron services
* Coaching and developing staff to deliver high‐quality, inclusive and safe library experiences
* Handling escalated customer enquiries and supporting community engagement activities
* Using visitation, circulation and operational data to inform planning and reporting
Please click here to view a full position description.
What you'll need for success:
* Bachelor's degree in Library and Information Science (AQF7+) with ALIA eligibility
* Experience leading customer service and circulation operations in a multi‐site library environment
* Strong capability with library systems, digital interfaces and circulation technologies
* Confident leadership skills with the ability to guide staff, volunteers and change processes
* Excellent communication skills and experience preparing reports and procedural documentation
* High‐level organisational and analytical skills, with a focus on service improvement
* Blue Card (or ability to obtain) and a valid Class C/CA driver licence
We understand that not all candidates will meet every selection criterion. If you have the right approach and the ability to contribute effectively, we welcome your application.
Benefits of Working with Council
Committed to providing quality services to our community, we strongly support an inclusive and values driven culture, recognising your individual skills, knowledge and talent. As part of this we have implemented our Leadership Development Program, Boss to Coach.
We also create innovative solutions to labour shortages through our TEMPO program which has been recognised by our HR peers nationally in 2022, as well as winning the LGMA 2023 Excellence in Innovation award. Click here to review our Employee Value Proposition.
What we Offer:
* Values based culture
* Employee discount shopping program
* Professional development
* Flexible working arrangements including work from home
* Study assistance program
* Novated leasing
* 24/7 access to Employee Assistance Program
* Paid maternity and paternity leave
* Paid emergency services leave
* Uniform subsidy
* Years of service rewards
Apply now:
Applications close 11pm on Tuesday 5 May - subject to change pending qualified applications received.
A cover letter outlining your suitability for the role, and a current resume is required.
For further details please contact Tara Webb (Manager Fraser Coast Libraries) - tara.webb@frasercoast.qld.gov.au.
Fraser Coast Regional Council is an Equal Employment Opportunity employer.
#J-18808-Ljbffr