Customer Service

Job Number:

J

Posting Date:

December 4, 2025

Closing Date:

December 12, 2025

Job Title:

Sr Branch Head / Sr Department Head

Branch/Department:

Languages & Literature

Division:

Branch Operations & Customer Experience

Employment Type:

Permanent Full Time

1

Salary:

$93, $105,469.00/Year

Pay Band:

PE022

About TPL

Toronto Public Library (TPL) is North America's busiest public library system. TPL employs approximately 2,400 staff who provide high quality library services to the people of Toronto across 100 locations.

Specific Position Information: The successful applicant will be required to provide a current Vulnerable Sector Police Reference Check.

Status: Permanent Full-Time

Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19): 35 hours per week. Evenings and Saturdays required. This is a Hybrid position.

JOB SUMMARY:

To administer the delivery of public library service in a large branch or department in accordance with system service plans and performance measures

DUTIES:

Under the general direction of the designated supervisor, this position is responsible for:

Leadership Functions:

• participating in area management as an area team member to coordinate area service delivery, resource allocation and scheduling
• the operation of a branch or department and implementation of branch or department objectives as
• defined by system and area service plans
• circulation, information, programming and marketing functions in the branch or department
• establishing branch or department priorities and objectives in accordance with system and area service plans and objectives
• participating in the implementation and evaluation of programs and services in a branch or department to ensure they meet customer needs, are cost effective and support the strategic agenda
• monitoring and reporting on customer needs related to collections
• directing staff including setting performance standards, providing verbal input to performance appraisals, hiring Pages
• the implementation of the health and safety program and the security plan representing the library to the customer and responding to customer concerns merchandising collections
• ensuring that staff are informed of plans, projects and procedures and ensuring that staff input and concerns are communicated effectively
• ensuring accurate and timely records are maintained according to system requirements participating in implementing training programs

Service Functions:

• participating in branch or department and system collection development (recommending selection and weeding)
• providing information services and participating in the development of information tools at the system level
• participating in community outreach planning, conducting and evaluating individual programs and events

QUALIFICATIONS:

• Graduate degree in Library or Information Science from an accredited institution or equivalent education
• Minimum of four (4) years' professional public library experience, including a minimum of two (2) years in a branch or department with leadership responsibility
• Understanding and appreciation of the philosophy of public service to all, in accordance with human rights legislation and the principles of equity and access in the delivery of library service
• Proven ability to lead and to supervise staff
• Proven ability to plan and organize work and to solve problems
• Excellent verbal and written skills
• Professional skills including customer service and collections

The Toronto Public Library does not ask for a credit card, banking information, or social insurance number during the recruitment process. Do not respond to emails or requests for information about jobs at TPL that are not sent from an address.

ACCOMMODATION:

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

APPLICATION PROCESS:

Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.

All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.