Branch Services Lead

2 weeks ago

Dartmouth, Canada Halifax Public Libraries Full time
About the Role

This is a key leadership position responsible for customer service quality and the development of customer services approaches in a library location. The successful candidate will lead a team of Service Advisors, Service Support staff, and Library Clerks who perform branch services, including hiring, training, and coaching, implementing staff development plans, direct workflow, and create in-house procedures.

Key Responsibilities

• Plan, coordinate, and evaluate branch services, with a focus on the customer experience, in collaboration with other Central Branch Services Leads.
• Lead a team of Service Advisors, Service Support staff, and Library Clerks, including hiring, training, and coaching, implementing staff development plans, direct workflow, and create in-house procedures.
• Support service excellence in Information Services across the region by acting as a regional resource for Information Services, lead and contribute to teams, and work with others to provide develop and provide training.
• Work with Technology Leads and Specialists to roll out and implement new technology initiatives, support and train staff in technology focus areas, and troubleshoot library computers and related equipment.
• Provide customer service and model excellent customer service delivery for staff.
• Collect performance measures, identify trends, write reports and proposals, and create action plans.

Requirements

• Graduate Degree in Library Science and two (2) years of related experience.
• Excellent communication, conflict resolution, and customer service skills.
• Demonstrated leadership experience and ability to provide instruction, coaching, and training.
• Demonstrated ability to address staff performance issues.
• Knowledge of best practices in Information and Readers' Advisory services or Information and Referral services.
• Basic computer knowledge and skills, including Microsoft Office applications and social media applications.
• Intermediate technology skills, including willingness to learn and experiment with additional tools and technologies and willingness to support others in learning technical skills and concepts.

Assets

• Integrated Library Systems (ILS) / circulation experience.
• Fluency in a second language.

Travel

The job will require occasional travel between our various library branches and community sites within the Halifax Regional Municipality. Access to reliable transportation is necessary.

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