Library Services Lead: Frontline & Community Impact

Public Service Division; Singapore; Hybrid; SGD 35,000 - 52,000; Full time

Job summary

National Library Board (NLB) in Singapore invites applicants for a front-line role based at one of the public libraries. The position offers a two-year contract with a hybrid work arrangement and opportunities to engage the community through library programmes and services.

You will guide customers, promote collections, supervise outsourced staff, and support operations, events and reporting. Flexibility for shift work, weekends, and public holidays is required.

Qualifications

• Good customer service and engagement skills.
• Strong communication and interpersonal abilities.
• Ability to supervise staff and maintain quality standards.
• Able to adapt quickly to changes from iterative service development.
• Capable of working in a fast-paced, high-priority environment with multiple stakeholders.
• Willingness to perform mobile frontline roving across library branches.
• Provide logistics support for events and activities.
• Candidate may need to work shifts, weekends, and public holidays.

Responsibilities

• Guide customers on library etiquette and promote library collections and services.
• Provide physical and digital collection recommendations and engage patrons through programmes.
• Deliver high-quality customer service and handle inquiries (email, registrations, cases).
• Supervise outsourced staff and volunteers, train vendor staff on service standards.
• Process library items to support collection development and maintenance.
• Ensure library facilities are well maintained for operations and customers.
• Support library operations with reporting, crisis management, and admin tasks.
• Handle customer queries and feedback per service standards.

Skills

Customer service

Communication skills

Staff supervision

Adaptability

Multitasking

Mobile frontline service

Logistics support

Shift work

Job description

National Library Board (NLB) in Singapore invites applicants for a front-line role based at one of the public libraries. The position offers a two-year contract with a hybrid work arrangement and opportunities to engage the community through library programmes and services.

You will guide customers, promote collections, supervise outsourced staff, and support operations, events and reporting. Flexibility for shift work, weekends, and public holidays is required.