Customer Experience Manager Libraries at City of Parramatta External Careers Site

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

148574.92

Posted On

16 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Customer Experience Management, Strategic Planning, Data Analysis, Problem Solving, Conflict Resolution, Business Planning, Human Resources, Marketing, Business Development, Stakeholder Management, Collection Management, Complaints Resolution, Continuous Improvement, Budget Management, Policy Development

Industry

Government Administration

Description

At a Glance Work type: 35 hrs per week Salary: $134,967.65 to $148,574.92 + 12% superannuation Employment Type: Full Time Permanent Closing date: 9pm, Sunday 2 August 2026 The City of Parramatta is in the midst of significant growth and transformation. With a community that brings together many cultures, skills and stories, a changing skyline and new investments, this is an exciting time to be part of the journey. Parramatta 2050 gives us a clear picture of where we’re heading; a connected, creative and sustainable City with opportunities for everyone. Every role at City of Parramatta contributes to this next chapter, helping us build a strong, thriving Parramatta for the people who live, work and spend time here. At Council, we prioritise the safety and wellbeing of children and young people. We are committed to implementing child safe practices to create an environment where children feel safe and included. We screen candidates to ensure their suitability to work with children, this includes conducting National Police Checks, Working with Children Checks, and through reference checks. Our commitment to child safety is explained in Council's Child Safe Commitment Statement. [https://copauehrmspd.blob.core.windows.net/pds/Child_Safe_Commitment_Statement_A4_v1_02.pdf] About the role This role is responsible for leading the delivery of day-to-day high quality customer focused library services and programs across the Parramatta Libraries Branch Network, and ensuring every interaction is an opportunity to build positive connections between customers and the City of Parramatta. This is a key people leader role and as part of the library leadership team will contribute to policy, planning and shaping the future direction of library services In this role you will: * Contribute to Library Services leadership, delivering Council priorities, projects and initiatives in line with the Operational Plan. * Coach and support Branch Librarians and Team Leaders to deliver exceptional customer experiences and resolve complex enquiries. * Oversee customer-focused services, complaints resolution, continuous improvement, and the modernisation of systems and processes. * Ensure safe, welcoming and efficient library environments, quality collections, and effective branch operations that meet community needs. * Foster stakeholder relationships, collaborate across Council, and support the delivery of impactful programs, events and community initiatives. What’s on offer We are offering a full-time permanent opportunity, with a competitive remuneration package from $134,967.65 to $148,574.92 plus 12% superannuation. Your employee experience with City of Parramatta includes: * Flexibility: Hybrid work option & flexi‑time scheme (eligible roles), additional leave over the Christmas period * Leave: 14 weeks paid parental leave, 15 days personal leave, Long Service Leave after 5 years * Wellbeing: Employee led networks (ERGs), Fitness passport, Flu vaccinations, Employee Assistance Program (EAP), Ongoing wellbeing initiatives, Health insurance discounts. * Location & Convenience: Central Parramatta location, discounted parking, Novated leasing * Growth: Learning and development programs, leadership pathways, LinkedIn Learning About you The successful candidate is someone who brings: * Significant experience in leading diverse, multidisciplinary teams and delivering services to a high standard to meet financial and other business performance criteria. * Extensive experience in the curation, planning and delivery of library customer experience initiatives. * Demonstrated experience in sourcing, researching and analysing quantitative and qualitative data and trends, and integrating with social, cultural, environmental and place information within a strategic planning, economic and customer context. * Advanced problem solving and decision-making ability, including confidence in working with leaders to resolve high priority, and often sensitive and complex issues and conflict. * Highly developed commercial skills including business planning, human resources, marketing, and business development. To be considered for this role, you must meet the essential requirements in the Position Description, including: Qualifications/Licences: * Degree qualification in information science/librarianship, or a related discipline; and relevant demonstrable experience in a leadership role; or significant leadership experience in library and/or community service environment (typically 10+ years). * Working with Children Check Want to know more? Review our Values Flyer [https://copauehrmspd.blob.core.windows.net/pds/3965_Parramatta Values_1pager (1).pdf] to learn more about the behaviours that guide how we work. Further details about this role can be found in the Position Description [https://copauehrmspd.blob.core.windows.net/pds/Customer Experience Manager (Libraries) (Gd13) June 2025.pdf]. For a confidential discussion, please contact Recruitment via recruitment@cityofparramatta.nsw.gov.au [recruitment@cityofparramatta.nsw.gov.au] How to apply Applications must be submitted online by 9pm, Sunday 2 August 2026 Applications submitted by other means will not be accepted. Please upload: * Current resume and cover letter addressing the Position Description [https://copauehrmspd.blob.core.windows.net/pds/Customer Experience Manager (Libraries) (Gd13) June 2025.pdf]. Please note: Candidates who do not meet the essential qualification and licence requirements may not progress through the recruitment process. As this is a child-related position, prohibited persons as defined under the NSW Child Protection Act are not eligible to apply. A Paid Working with Children Check must be uploaded as part of your application. If you do not have a valid Working with Children Check and meet the remaining requirements of the role, please answer your pre-screening questions accordingly and reach out to Recruitment@cityofparramatta.nsw.gov.au [Recruitment@cityofparramatta.nsw.gov.au] to confirm that your WWCC is in progress. Council is committed to providing a child safe environment and is guided by the NSW Child Safe Standards | Office of the Children's Guardian. [https://ocg.nsw.gov.au/child-safe-scheme/implementing-child-safe-standards] For more information on Council's Child Safe Framework please visit Child Safe | City of Parramatta [https://www.cityofparramatta.nsw.gov.au/council/child-safe]. This position requires the preferred candidate to undergo the below pre employment compliance checks. * Criminal history check: A criminal history does not necessarily disqualify a prospective candidate from selection. The City of Parramatta supports a drug and alcohol‑free working environment. Employees may be subject to random testing. How we work: Inclusion & Belonging At the City of Parramatta, inclusion and belonging are central to how we work. We’re building a workforce that reflects our diverse community and value different perspectives and lived experiences. We welcome applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people of all ages, women, culturally and linguistically diverse communities, LGBTQIA+ people, ADF veterans, and others who bring unique perspectives. We are committed to a fair, inclusive, and accessible recruitment process and support reasonable adjustments throughout recruitment and employment – contact recruitment@cityofparramatta.nsw.gov.au [recruitment@cityofparramatta.nsw.gov.au] for a confidential discussion. Eligibility: Please note you must be an Australian or New Zealand citizen or a permanent resident in Australia to apply for this position. Applicants holding valid visas may be considered for Casual or Term contracts subject to their visa work conditions.

Responsibilities

Lead the delivery of high-quality, customer-focused library services and programs across the Parramatta Libraries Branch Network. Contribute to the library leadership team by shaping policy, planning, and the future direction of library services.