Branch Services Lead - Regional Information Services

Halifax Public Libraries; Dartmouth; On-site; CAD 55,000 - 70,000; Full time

Job summary

Halifax Public Libraries seeks a Branch Services Lead for the Central Library. This full-time role involves overseeing customer service quality, leading a team, and implementing technology initiatives. Ideal candidates will have a Graduate Degree in Library Science and relevant experience. The position requires excellent communication and leadership skills, along with a commitment to service excellence in a vibrant community setting.

Qualifications

• 2 years of related experience in library services.
• Demonstrated leadership experience and ability to provide instruction.

Responsibilities

• Plan, coordinate, and evaluate branch services focusing on customer experience.
• Lead a team of Service Advisors and Library Clerks.
• Support service excellence in Information Services across the region.

Skills

Communication

Conflict Resolution

Customer Service

Leadership

Technology Skills

Education

Graduate Degree in Library Science

Tools

Integrated Library Systems

Job description

Halifax Public Libraries invites INTERNAL and EXTERNAL applications for the full-time, permanent position of Branch Services Lead – Regional Information Services at Halifax Central Library .

This is a unionized position. Preference will be given to internal applicants from the NSUPE Local 14 bargaining unit.

Halifax Public Libraries is an inclusive employer committed to employment equity and building a diverse workforce. We encourage all qualified persons to apply and self-identify. We will accommodate applicants’ needs under the Nova Scotia Human Rights Act throughout all stages of the recruitment and selection process. If you require an accommodation, we will confidentially address your needs.

ABOUT THE BRANCH

Halifax Central Library blends the best of traditional library services with new technology and innovative spaces, making it a vital center for learning and culture. Thousands of people visit us each day to enjoy a performance or lecture, engage with each other in lively debate, or simply to relax and appreciate a great book. People of all ages and backgrounds gather in this vibrant space.

KEY RESPONSIBILITIES

Under the direction of the Assistant Manager, this key leadership position is responsible for customer service quality and the development of customer services approaches in a library location. The following duties and responsibilities are normal for this position :

Working with Public Service :

• In collaboration with other Central Branch Services Leads, plan, coordinate and evaluate the following branch services, with a focus on the customer experience : Customer Service / Borrower Services, Information Services, Service Support (Library Materials), collections promotion and maintenance, public and staff technology, and use of branch space.
• Lead a team of Service Advisors, Service Support staff and Library Clerks who perform branch services including hiring, training and coaching, implementing staff development plans, direct workflow and create in-house procedures, schedule staff and implement change management processes that improve service delivery.
• Support service excellence in Information Services across the region by acting as a regional resource for Information Services, lead and contribute to teams and work with others to provide develop and provide training.
• Work with Technology Leads and Specialists to roll out and implement new technology initiatives, support and train staff in technology focus areas and troubleshoot library computers and related equipment.
• Provide customer service and model excellent customer service delivery for staff.
• Collect performance measures, identify trends, write reports and proposals, and create action plans

Collaborating with Other Leaders :

• Share ideas and generate solutions; contribute to library-wide projects and teams; take the lead on specific projects and grants
• Plan to introduce new regional approaches and services, including pilots and grants
• Plan, deliver and evaluate larger scale service initiatives for the region and coordinate the work of staff who implement these initiatives
• Implement change processes that improve service delivery
• Work with Technology Lead and Specialists to roll out and implement new technology initiatives
• Ensure staff are trained and able to provide technology services to the public
• Support staff who have a technology focus area
• Troubleshoot library computers and related equipment
• Collect performance measures, identify trends, write reports and proposals, and create action plans

DO YOU HAVE WHAT IT TAKES?

Education and Experience :

Graduate Degree in Library Science and two (2) years of related experience

Requirements :

• Read and write English
• Excellent communication, conflict resolution and customer service skills
• Demonstrated leadership experience and ability to provide instruction, coaching and training
• Demonstrated ability to address staff performance issues
• Knowledge of best practices in Information and Readers’ Advisory services or Information and Referral services
• Intermediate technology skills including : Willingness to learn and experiment with additional tools and technologiesWillingness to support others in learning technical skills and concepts

Assets :

• Integrated Library Systems (ILS) / circulation experience
• Fluency in a second language

TRAVEL

The job will require occasional travel between our various library branches and community sites within the Halifax Regional Municipality. Access to reliable transportation is necessary.