Aps 6 - Liaison Service Manager, Trove Community Services

As a world leading library, the National Library of Australia offers an innovative and collaborative workplace where exceptional collaborators team players and technical specialists can flourish. As part of the Library's team, you will help support organisational reform, working collaboratively with your team to shape the Library's future.
The key duties of the position include
We are seeking to fill the role ofLiaison Services Manager, Trove Community Services (APS 6) on an ongoing basis.
THE ROLE
You will engage directly with people who use the Trove platform from all walks of life across Australia and advocate for their needs. You will manage the enquiry support service and development of help and training materials, and will contribute to user research and performance metrics, promotional and engagement activities, and represent Trove publicly.
The role will liaise across the Collaboration Branch and wider National Library and will work closely with the Communications and Marketing section.
To see you succeed in this role it is desirable that you have experience in:

• Customer service and stakeholder relationship development
• Developing and delivering training, discovery and engagement activities
• Human and user research.

This role would suit someone who is a highly effective communicator who can develop and maintain ongoing and effective relationships to deliver user-centred and service focused outcomes.
WHO WE ARE LOOKING FOR
Do you set a high service delivery standard and drive continuous improvement? Are you inspired by the challenge of being part of a new team and developing new ways of working to achieve quality outcomes for Trove's large and engaged community of users?
If so, this role is for you!
Our ideal candidate will be highly motivated and will have strong research, communication and customer service skills and experience. We are seeking someone who is passionate about online communities and supporting their needs. You will play an integral part in undertaking user research and providing evidence-based advice to improve the way Trove's services are delivered to the Australian public.