Manager, Library Customer Experience

2 weeks ago

Georgina, Canada Town of Georgina Full time

**Manager, Library Customer Experience**

(Posting #2024.50T)

**Department**: Georgina Public Library

**Location**:All Branches

**Status**: Temporary, Full Time (March - September 2024)

**Hours of Work**:35 hours per week (9:00am - 5:00pm)

**Number of Positions**: 1

**Salary**: $89,353 to $108,609 per annum

**Date Posted**: February 21, 2024

**Date Closing**: March 6, 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**

Responsible for the development of print and electronic collections that appeal to the needs, preferences, and diversity of all community members and ensure these items are available for optimum use. The incumbent models leadership behaviour that support’s the Library’s vision, values, and strategic objectives, fostering common purpose, adaptability, resilience, and critical thinking. **_For full details, please see attached job description._**

**Minimum Qualifications**
- Masters 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;

**How to apply**

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

**JOB DESCRIPTION**

**Title**:Manager, Library Customer Experience

**Position #**:NU101

**Department**:Library Services

**Division**:Library

**Date Created**:August 2019

**Reports To**:Director of Library Services/CEO

**Job Grade**:6

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

**Indirect Reports**:None

**Employee Group**:Management

**Position Summary**

Reporting to the Director of Library Services/CEO, the Manager, Library 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 Director of Library Services/ CEO, 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.
- Provides training and support to staff on the use of the website, catalogue, other electronic services, and new technologies.
- Attends circulation desk for the checking in and out of materials as necessary.
- 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 cultivating innovation, and creativity to build a highly effective team while delivering 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.
- Requisitions supplies, materials and equipment as necessary and makes recommendations to the Director of Library Services/CEO as required.
- 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 Director of Library Services/CEO and management team to set annual budgets; monitors actual revenue and expenditure against budget, ensuring that expenses are controlled; advises the Director of Library Services/CEO, where there are discrepancies.
- Provides relief management duties as required (e.g. Manager on Duty rotation, backup for other managers).
- Coordinates and manages the operations and maintenance of library facilities (preventative, routine, and emergency maintenance); ensures the Director of Library Services/CEO is notified about facilities man

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