Library Branch Lead - Operations & Community Experience

2. Shellharbour City Council (Active Recruitment); Shellharbour City Council; On-site; AUD 74,000 - 81,000; Full time

Benefits offered by this job

Novated leasing

Retail discounts

Corporate fitness programs

Employee Assistance Program (EAP)

Learning & Development opportunities

Annual award increases & bi-annual bon

Job summary

Shellharbour City Library is seeking a Branch Supervisor to lead daily library operations, guide staff, and deliver welcoming experiences for our community. You will shape services, programs, and opportunities offered by the City Library while maintaining a high-visibility, customer-focused presence.

The role requires initiative, strong interpersonal skills and the ability to juggle priorities in a dynamic, public-facing environment.

Qualifications

• Ability to take initiative in a fast-moving public-facing service environment.
• Strong interpersonal and communication skills for engaging staff, patrons, and cross-functional partners.
• Comfort balancing multiple priorities while maintaining momentum across daily operations.
• Ability to adapt quickly, make sound decisions, and keep service delivery on track.

Responsibilities

• Manage the daily operations of City Library, including staff, resources, and services, to support high-quality customer experiences.
• Support rostering across library locations and undertake roster responsibilities when required.
• Provide and support quality customer service, information, and readers' advisory services, including responding to complex enquiries and managing complaints.
• Support the delivery of library programs, promotions, and services that meet local community needs and interests.
• Maintain branch records, systems, and reporting to ensure timely and accurate data.
• Supervise, support, train, and develop branch staff, including contributing to performance and development reviews.
• Ensure staff understand and follow relevant procedures, policies, and service expectations.
• Engage actively with the community through customer service, outreach, and visible in-branch support.
• Assist customers with technology, equipment, eResources, and digital tools across a range of platforms.
• Contribute to continuous improvement by identifying opportunities to strengthen procedures, systems, service delivery, and the customer experience.
• Work collaboratively with the broader Library Experience team, Libraries & Museum team, and other Council sections to meet community needs.

Skills

Initiative

People skills

Communication

Prioritisation

Job description

Shellharbour City Library is seeking a Branch Supervisor to lead daily library operations, guide staff, and deliver welcoming experiences for our community. You will shape services, programs, and opportunities offered by the City Library while maintaining a high-visibility, customer-focused presence.

The role requires initiative, strong interpersonal skills and the ability to juggle priorities in a dynamic, public-facing environment.