Customer Experience Team Leader

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…
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