Manager, Library Customer Experience

2 weeks ago

Georgina, Canada Town of Georgina Full time

**Manager, Library Customer Experience**

(Posting #2024.147)

**Department**: Georgina Public Library

**Location**:All Branches

**Status**: Permanent, Full Time

**Hours of Work**:35 hours per week

**Number of Positions**: 1

**Salary**: $91,139 to $110,781 per annum

**Date Posted**: November 15, 2024

**Date Closing**: November 30, 2024

**Come work with us**

Employment with Georgina Public Library offers an opportunity to make a positive difference in our community. We are a progressive, forward-thinking organization focused on continuous improvement, innovation and providing exceptional customer service. We offer a collaborative team environment and an excellent place to take charge of your career.

**Position Purpose**

Reporting to the CEO/Director of Library Services, the Manager, Customer Experience is responsible for building and leading a high-performance system-wide circulation team, focusing on excellent customer service. The incumbent models leadership behaviour that supports the Library’s vision, values and strategic objectives, fostering common purpose, adaptability, resilience, and critical thinking.

**Minimum Qualifications**

Master’s of Library and Information Science or equivalent from an ALA accredited library faculty. Three years’ related experience, preferably in a public library environment; previous supervisory experience, preferably in a unionized environment; previous experience in roles of progressively increasing responsibility in a customer service environment; Police Vulnerable Sector Check; deemed as satisfactory by Georgina Public Library. **_For full details on responsibilities and experience, please see attached job description._**

**How to apply**

**Committed to diversity and a barrier-free environment**

**JOB DESCRIPTION**

Manager, Library Customer Experience

Position: Non-Union - Management

Direct Reports: Library Technicians; Library Assistants; Library Clerks; Library Students; Volunteers

**Position Summary**

Reporting to the CEO/Director of Library Services, the Manager, Customer Experience is responsible for building and leading a high-performance system-wide circulation team, focusing on excellent customer service. The incumbent models leadership behaviour that supports the Library’s vision, values and strategic objectives, fostering common purpose, adaptability, resilience, and critical thinking.

**Responsibilities**:
Under the direction of the CEO/Director of Library Services, this position:

- Is responsible for circulation services at GPL, including system-wide planning, development, implementation and evaluation of circulation policy, procedures, and customer service practices.
- Coordinate and oversee structured onboarding for new employees, ensuring each team member completes a foundational training before assuming their roles. Collaborate with other leadership members to provide additional specialized training as needed.
- Provides continuous training and support to staff on the library’s website, catalogue, electronic services, and new technologies, ensuring all team members stay up to date with evolving resources and tools.
- Attends circulation desk for the checking in and out of materials as necessary.
- Utilize patron feedback to enhance library services, aligning them with the library's mission to serve as an inclusive, community-centered space.
- Resolves client escalations and ensures that client feedback is effectively handled according to Library Board policy.
- Provides supervision to staff, including performance review, and planning, training and development, problem solving/dispute resolution, discipline, safety, and makes recommendations on hiring/ promotion/ transfer/succession planning and termination decisions.
- Manages the day-to-day scheduling, organization, co-ordination, and monitoring associated with the work of staff.
- Manages, motivates, and mentors staff, fostering innovation, creativity and professional growth to build a highly effective team focused on customer service excellence, leadership, and high standards of work quality and organizational performance.
- Keeps current on the provisions and interpretations of Library Board policy and the Collective Agreement and ensures that they are properly applied.
- Tracks, records, and compiles statistics and reports monthly to the Director of Library Services/CEO.
- Act as the procurement lead for customer-facing furniture, supplies, materials and equipment, ensuring all requisitions contribute to a welcoming library environment. Make recommendations to the CEO/Director of Library Services as necessary.
- Travels to various work locations as required to fulfill the job duties of the position.
- Is responsible for labour relations activities, including quarterly Labour Management meetings.
- Works in conjunction with the CEO/Director of Library Services and management team to set annual budgets; monitors actual revenue and expenditure against budget, ensuring

  • Library Student

    1 month ago

    Georgina, Canada Town of Georgina Full time

    Library Student **Job ID# 2024.139ST** **Department**:Georgina Public Library** **Division**:Library** **Location**:Sutton Branch and all branches** **Status**:Part Time (average of 8 hours/week)** **Start date**:ASAP** **Number of Positions**: 1** **Wage/Salary**: $16.20 to $17.20 per hour** **Date Posted**:October 18,** 2024** **Date Closing**:...

  • Casual Library Clerk

    1 month ago

    Georgina, Canada Town of Georgina Full time

    Casual Library Clerk **Job ID# 2024.138C** **Department**:Georgina Public Library** **Division**:Library** **Location**:Various** **Status**:Casual/on call/as-needed** **Number of Positions**: 2** **Wage/Salary**: $23.04 to $25.60 per hour** **Date Posted**:October 18,** 2024** **Date Closing**: November 1, 2024** **Come work with us!** Employment...

  • Customer Experience Specialist

    2 weeks ago

    Georgina, Canada BMO Full time

    BMO Financial Group is a leader in the financial services industry, with a strong commitment to delivering exceptional customer experiences. We are seeking a highly skilled Customer Service Representative to join our team.Job DescriptionThe ideal candidate will have excellent communication and problem-solving skills, with the ability to work independently...

  • Retail Store Supervisor

    2 weeks ago

    Georgina, Canada Petro Canada Full time

    Job OverviewPetro Canada is seeking a dynamic Retail Store Supervisor to lead our sales and customer experience team. As a key member of our retail operations, you will be responsible for overseeing the daily activities of our store, ensuring exceptional customer service, and driving sales growth.Key ResponsibilitiesSales Leadership: Develop and implement...

  • Customer Experience Associate- Keswick, 30 hours/week

    4 weeks ago

    Georgina, Canada Scotiabank Full time

       Requisition ID: 209843Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. About the roleOur Senior Customer Experience Associates are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial...

  • Customer Service Representative

    5 months ago

    Georgina, Canada Lifemark Health Group Full time

    **Job Title: Customer Service Representative** Location: Lifemark - Keswick Physiotherapy & Sports Injuries Clinic- 76 Arlington Drive- Keswick, Ontario- Employment Status: Permanent Full-time- Schedule: Monday to Friday (start times vary) and alternate Saturdays(8 AM - 12 Noon)- Rate Compensation: $17.00 - $19.00 per hourAre you ready to be part of a...

  • Team Member Experience Coordinator

    3 weeks ago

    Georgina, Canada Cedarvale Lodge Community and Retirement Living Full time

    At Cedarvale Lodge Community and Retirement Living, we are seeking a Team Member Experience Coordinator to join our team. This critical role impacts the lives of our residents through strong leadership and motivation of Sienna team members.The Team Member Experience Coordinator will support the nursing and programs department leaders to effectively track and...

  • Customer Service Representative

    2 weeks ago

    Georgina, Canada Lifemark Full time

    Job Title: Customer Service Representative   Location: Keswick Physiotherapy & Sports Injuries Clinic (K1 and k2) and Sutton Physiotherapy Employment Status: Permanent full-time Schedule: Flexible hours, including a mix of mornings and evenings Some Saturday shifts required Are you ready to be part of a dynamic team of industry experts and make your...

  • Retail Store Supervisor

    3 weeks ago

    Georgina, Canada Your Dollar Store with More Full time

    Job Summary: Your Dollar Store with More is seeking a highly skilled and experienced Retail Store Supervisor to lead our sales floor team in providing exceptional customer service. As a Retail Store Supervisor, you will be responsible for managing retail operations, supervising sales floor staff, and ensuring a positive customer experience. Key...

  • Customer Service Representative

    2 weeks ago

    Georgina, Canada Loblaw Companies Limited Full time

    Company OverviewLoblaw Companies Limited is one of Canada's largest employers, offering a wide range of job opportunities.About the RoleThis position offers a competitive salary of $45,000 per year, based on the location in Keswick, ON. As a Uniformed Asset Protection Personnel, you will welcome customers as they enter the store and provide friendly service...

  • Head of Resident Care Experience

    2 weeks ago

    Georgina, Canada Aspira Cedarvale Lodge Retirement Living Full time

    Director of WellnessAspira Cedarvale Lodge Retirement Living is seeking a highly skilled and experienced Director of Wellness to lead our team in delivering exceptional resident care experiences.About the Role$95,000 - $110,000 per annumThis critical role will impact the lives of residents through strong leadership and motivation of Sienna team members. As a...

  • Asset Protection Specialist

    3 weeks ago

    Georgina, Canada Loblaw Companies Limited Full time

    Job Profile: Asset Protection Specialist (Customer Service)Reports to: Store ManagerLoblaw Companies Limited is seeking an Asset Protection Specialist (Customer Service) to join our team. As a key member of the store team, you will be responsible for providing exceptional customer service and ensuring a safe shopping environment.Key Responsibilities:Provide...

  • Customer Service/cashier

    6 months ago

    Georgina, Canada Coffee time Full time

    Handling cash register - cleaning - customer service - preparing sandwiches, bagels, coffee, etc. **Job Type**: Part-time **Salary**: $500.00-$2,000.00 per month Flexible Language Requirement: - French not required Schedule: - 4 hour shift - 8 hour shift - Day shift - Monday to Friday - Night shift - On call - Weekends as needed Supplemental pay...

  • Customer Service/cashier

    5 months ago

    Georgina, Canada Coffee time Full time

    Handling cash register - cleaning - customer service - preparing sandwiches, bagels, coffee, etc. **Job Type**: Part-time Part-time hours: 10-20 per week **Salary**: $500.00-$2,000.00 per month Flexible Language Requirement: - French not required Schedule: - 4 hour shift - 8 hour shift - Day shift - Monday to Friday - Night shift - On call - Weekends...

  • Customer Relationship Manager and Events Coordinator

    2 weeks ago

    Georgina, Canada Platts Agriculture Full time

    Job SummaryWe are seeking an experienced CRM and Events Manager to join our Marketing Team at Platts Agriculture.

  • Retail Store Manager

    3 weeks ago

    Georgina, Canada Petro Canada Full time

    Job SummaryPetro Canada is seeking a Retail Store Supervisor to oversee the daily operations of our retail store. As a key member of our team, you will be responsible for supervising staff, managing sales and customer service, and ensuring a positive shopping experience for our customers.Key ResponsibilitiesStaff Supervision: Supervise and coordinate the...

  • Retail Store Manager

    2 weeks ago

    Georgina, Canada Your Dollar Store with More Full time

    Job DescriptionWe are seeking a skilled and experienced Retail Store Manager to join our team at Your Dollar Store with More. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our retail store, ensuring exceptional customer service, and driving sales growth.The ideal candidate will have prior experience in...

  • Retail Store Manager

    3 weeks ago

    Georgina, Canada Your Dollar Store with More Full time

    As a key member of the "Your Dollar Store with More" team, the Retail Store Manager will oversee the daily operations of a retail store, ensuring a positive customer experience and efficient sales processes. This role involves managing a team of sales staff and cashiers, as well as maintaining inventory levels and resolving customer issues.Key...

  • Restaurant Operations Manager

    4 weeks ago

    Georgina, Canada ONTARIO INC. Full time

    Restaurant Manager Job DescriptionAt ONTARIO INC., we are seeking a highly skilled and experienced Restaurant Manager to join our team. The ideal candidate will have a proven track record of success in managing restaurant operations, staff supervision, and customer service.Key Responsibilities:Conduct performance reviews and evaluations of staff...

  • Executive Operations Manager

    3 weeks ago

    Georgina, Canada ONTARIO INC. Full time

    Job Title: Executive Operations ManagerAbout the Role:This role is responsible for managing daily operations, supervising a team of 3-4 people, and providing exceptional customer service. Key responsibilities include:Conducting regular performance reviewsCost management and negotiation with clientsOrganizing and maintaining accurate inventoryEnsuring...