Team Leader - Customer Experience

Maribyrnong City Council; City of Melbourne; On-site; AUD 108,364 - 120,418; Full time

Benefits offered by this job

Flexible work environment

Supportive multidisciplinary team

Job summary

A local government organization in Melbourne is seeking a Team Leader - Customer Experience to lead library services effectively. This role involves fostering a positive team culture and implementing strategic service improvements across branches. The ideal candidate will have a relevant qualification, strong leadership skills, and experience in library service dynamics. Join a dedicated team working within a diverse community-focused environment. Apply now to make a meaningful difference in the lives of the community members.

Qualifications

• Eligibility for associate membership to ALIA.
• Proven leadership approach with experience in building positive culture.
• Demonstrated experience in public library service improvement.
• Current Victorian Driver's Licence.
• Valid Working with Children Check.

Responsibilities

• Lead operational delivery of library services across branches.
• Support performance planning and staff capacity building.
• Champion staff induction and development.
• Foster a strong team culture and support innovation.

Skills

Proven leadership skills

Experience in service improvement

Positive team culture building

Expertise in customer service

Education

Relevant tertiary qualification

Job description

• Full time, permanent Band 7 ($108,364 - $120,418) + 12% super + monthly ADO
• Enjoy a flexible work environment;
• Work in a meaningful role within a Values driven organisation

Are you a proven library leader, passionate about inclusion, connection and creativity?

Do you excel in building staff culture and capability and supporting team members to do their best?

About Us

Maribyrnong City Council is undergoing significant change arising from population growth and redevelopment. A transitioning economy is leading to an influx of new residents, businesses, and employment opportunities that is seeing Maribyrnong fast becoming a sought after residential, recreation and social destination in Melbourne's inner-west.

Maribyrnong Libraries provide safe and welcoming spaces for our community. With a surge in membership, visitation and participation, the service is highly valued by its community. Supported by a dedicated team, united by a strong commitment to access, inclusion and community.

The service is in an exciting growth phase with design underway for Creative West, a creative precinct in the heart of Footscray as well as the upcoming move of the Yarraville Library to a new and larger premises.

The Opportunity

We are seeking a Team Leader - Customer Experience with suitable skills and experience who will lead the operational delivery of services across the branches with a focus on service design and consistency.

Reporting to the Coordinator Libraries, this role is integral in the implementation of the Libraries Strategy, developing capability of branch teams, ensuring that all staff are equipped with the skills and knowledge required to deliver exceptional library services.

The key responsibilities of the Team Leader - Customer Experience will be to

• Contribute to the strategic development of the Library Service through providing expert insights on customer service and related activities.
• Work closely with Branch Team Leaders providing leadership and guidance to support performance planning and staff capacity building.
• Champion an effective learning and capability framework to support staff induction and development is aligned with the Library Plan.
• Actively contribute to the strategic development of the Library Service and foster a strong team culture that supports engagement and innovation.

To be considered for this role, you will have:

• Relevant tertiary qualification, with eligibility for associate membership to ALIA
• Proven leadership approach with experience in building a positive culture and supporting team members through change.
• Demonstrated experience in service improvement including rosters, policies and procedures in a public library setting.
• Current Victorian Driver's Licence
• Valid Working with Children Check
• No relevant criminal record found in a police check.

Why Choose Maribyrnong?

• Work cross functionally in a friendly, supportive and professional multidisciplinary team;

So, if you are looking for a role where you can make a genuine difference and you enjoy working in a diverse community focused environment, Apply Now!

How to Apply

To download the PD, and to apply for this job go to: https://maribyrnong.recruitmenthub.com.au/Vacancies & enter ref code: 6850505

Attach your resume and a cover letter, outlining your relevant experience and addressing the Key Selection Criteria defined in the position description, in support of your application.

Enquiries

For further queries, please contact Joanne Smith, Coordinator Libraries on 9032 4203, for a confidential discussion.

Shortlisted candidates will be invited to interview on Friday 30 January 2026.

Applications close 26 January 2026 at 10pm.

Equal Opportunity Employer

Maribyrnong City Council (Council) is committed to the safety and wellbeing of children and young people and to operating in a manner that complies with its obligations under the Child Wellbeing and Safety Act 2005 and the Victorian Child Safe Standards.

Council promotes an organisational culture that embeds within it child safe practices and expects its staff to perform their roles and engage with the community in a manner consistent with its child safe practices. To guide expected standards of child safe behaviours of all staff, Council has a Child Safety and Wellbeing Policy.

As part of the appointment process, Council may undertake appropriate child safety pre‑screening checks of candidates in accordance with Council Child Safety policies and procedures where appropriate. This may include asking child safety‑related questions during interview, conducting relevant checks of the candidate's prior contact with children in employment and/or requiring proof of a valid Working With Children Check prior to commencement.