Hybrid Library Officer: Lead Customer Service & Community Programs

NLB Singapore; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

National Library Board (NLB) in Singapore seeks dynamic library service staff for customer-focused roles across our network of libraries. You will guide patrons, promote collections, and deliver engaging programmes while upholding excellent service standards.

The role requires supervising outsourced staff, flexible shifts including weekends, and the ability to support both physical and digital services. Opportunities exist for professional growth within a supportive team.

Qualifications

• Good customer service and engagement skills.
• Strong communication and interpersonal skills.
• Ability to supervise staff in maintaining quality standards.
• Ability to adapt quickly to changes due to iterative nature of new services.
• Ability to work in a fast-paced and highly volatile environment and manage multiple priorities and stakeholders at the same time.
• Ability to carry out mobile frontline services e.g. roving in library branches.
• Ability to provide logistics support e.g. supporting library events.

Responsibilities

• Guide customers on library etiquette, and promote library collection and services.
• Provide physical and digital collection and service recommendations, engaging library patrons through programmes (like book displays, storytelling, tours, displays and roadshows).
• Provide quality customer service and maintaining excellent service standards (e.g. email queries, membership registrations, following up on customer service cases).
• Manage a team of outsourced staff and volunteers in delivering quality standards in their work e.g., Train and guide vendor staff on handling patron enquiries, customer service, collection maintenance criteria and procedures, user education on library facilities and services.
• Processing of library items that support collection development and maintenance.
• Ensure the facilities are well maintained to meet both operational and customers’ needs.
• Providing support in library operations such as compiling reports and statistics, crisis management, financial matters, incident management, systems and administrative support etc.
• Handle customer queries, issues and feedback according to service standards and standard processes.

Skills

Customer service

Communication

Supervise staff

Adaptability

Multitasking

Roving frontline

Logistics support

Job description

National Library Board (NLB) in Singapore seeks dynamic library service staff for customer-focused roles across our network of libraries. You will guide patrons, promote collections, and deliver engaging programmes while upholding excellent service standards.

The role requires supervising outsourced staff, flexible shifts including weekends, and the ability to support both physical and digital services. Opportunities exist for professional growth within a supportive team.