Customer Experience Team Leader
Applications closing on 21 February 2023, 11:55 PM
- Reference number: 2024.003
- Job Type: Full Time
- Package: This position is a Grade 5, salary range is $81,124 p.a. with progression to $89,545 p.a. on demonstrated competencies, with performance progression to $95,028 p.a, plus 11% Super
- Position Description: Customer-Experience-Team-Leader-2024_1.pdf(PDF, 180KB)
THE POSITION: Libraries and Museum is the interface between Council’s numerous regulatory, strategic and business units and its residents and customers. The unit aims to handle the majority of enquires without a need for referral to other staff. In doing so, the unit must have a working knowledge of all of Council’s business in order to allow Council staff to continue its daily work with minimal interruption.
The Customer Experience Team Leader is responsible to provide an efficient and effective library and information service to meet the needs of the community by managing the day-to-day operations of customer service of one of the libraries with a focus on creating a positive customer experience outcome and with the general direction and support from the Customer Experience Coordinator.
The Customer Experience Team Leader is responsible for functions within their library and supervises a team of skilled staff ensuring that customer applications and requests allow the organisation to undertake its core business, meet its legislative obligations as well as build corporate knowledge through various registers and databases.
ESSENTIAL:
- Provide leadership to the Open Libraries’ Customer Experience team, and staff working in the library.
- Make day-to-day decisions to ensure the smooth running of the library branch.
- Have strong communication and interpersonal skills with the ability to establish and maintain effective working and customer relationships.
- Forster a harmonious and professional team environment and contribute to the development of staff.
- Perform customer service duties and provide professional reference and information services to library customers.
- Participate in programs and projects that have a direct impact on Customers and Council business.
SALARY & EMPLOYMENT CONDITIONS:
- Permanent full-time position, 70 hours per fortnight
- This position is a Grade 5, salary range is $81,124 p.a. with progression to $89,545 p.a. on demonstrated competencies, with performance progression to $95,028 p.a, plus 11% Super
- Flexible working hours are available.
- This position is required to work within a library roster, includes evening and weekend work which attracts a 25% penalty for Saturday or 50% penalty for Sunday in addition to ordinary hourly rate of pay
- A uniform is provided
FURTHER CONTACTS: Enquiries regarding the position should be directed to Dianne Thai on (02) 9725 0375 or a position description is available by contacting Sharon Allard on (02) 9725 0359.
CLOSING DATE: Midnight 21 February 2024 | APPLY ONLINE
HOW TO APPLY: Applications must address the knowledge, skills, qualifications and experience required in the Position Description. A position description is available from the contact person listed above, or from Council’s Website. To apply online visit Council’s website www.fairfieldcity.nsw.gov.au/fccjobs. Applications should be addressed to the undersigned and received by the closing date. Applicants must be prepared to undergo a medical examination at Council's expense.
Fairfield City Council is a smoke-free workplace and is an EEO employer. As an inclusive workplace, we support reasonable workplace adjustment. If you do require an adjustment during the recruitment process, please notify us on your application form.
Applicants must have the right to work in Australia, and may be required to undertake a national police clearance as part of the recruitment process.
We kindly ask for no recruiters at this stage.
PO BOX 21 BRADLEY CUTTS
FAIRFIELD NSW 1860 GENERAL MANAGER