Senior Library & Customer Experience Lead

East-Gippsland-Shire-Council; Bairnsdale; On-site; AUD 77,000 - 88,000; Full time

Benefits offered by this job

Work-life balance

Extra leave

Recreation centre discounts

Parental leave

Career development

Counselling support

Job summary

East Gippsland Shire Council in Bairnsdale is seeking a Senior Library and Customer Services Officer to support the Library Coordinator in delivering high-quality services across public spaces and mobile services.

You will provide day-to-day leadership and guidance to staff, ensuring inclusive and consistent customer experiences while working with the Programs & Community Engagement team to align operations.

Qualifications

• Proven experience delivering high-quality customer service in a public-facing or community environment.
• Ability to lead, support and motivate staff to maintain consistent service standards.
• Strong knowledge of library, community or customer service operations and digital systems.

Responsibilities

• Lead frontline library operations across public spaces and mobile services with consistent, high-quality customer experiences.
• Provide day-to-day leadership, coaching, and support to library staff.
• Coordinate daily workflows and presentation standards for a welcoming environment.
• Collaborate with the Programs & Community Engagement team to align front-of-house and back-of-house activities for seamless service delivery.
• Identify and implement service improvements and drive process enhancements.

Skills

Customer service

Staff leadership

Digital systems

Problem solving

Planning and organizing

Job description

East Gippsland Shire Council in Bairnsdale is seeking a Senior Library and Customer Services Officer to support the Library Coordinator in delivering high-quality services across public spaces and mobile services.

You will provide day-to-day leadership and guidance to staff, ensuring inclusive and consistent customer experiences while working with the Programs & Community Engagement team to align operations.