Manager, Library Customer Experience

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.

How to apply

Qualified applicants are invited to submit a resume and cover letter, identifying the Job Title and Job ID#. Please apply by visiting the www.georgina.ca/careers no later than 11:59 pm on the closing date. The assessment process may include a practical test and/or interview.

Committed to diversity and a barrier-free environment

Georgina Public Library is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We encourage applications from people with disabilities and will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Team if you require an accommodation(s) and we will work with you to meet your needs throughout any stage of the process. Please be advised that this information will be treated in a confidential manner.

We thank all candidates for their interest, however only those being considered will be contacted.

Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of candidate selection. Further information concerning the collection of personal information should be directed to the Human Resources Manager, Town of Georgina, 26557 Civic Centre Road, Keswick, ON L4P 3G1 (905) 476-4301

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 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 CEO/Director of Library Services is notified about facilities management issues.
• Maintains a current and accurate capital asset inventory for the facility.
• Works with management team to collaboratively identify and implement annual project priorities and budgets in direct alignment with the Strategic Plan; acts as Project Sponsor on identified Strategic Initiative Projects.
• Ensures appropriate investigation and resolution of emergency situations.
• Promotes the Library brand in the community.
• Attends meetings, workshops, conferences, and courses as required.
• Ensures adherence to Library HR policies and employment and Health and Safety related legislation; keeps abreast of emerging legislation relevant to the Library’s business.
• Ensures compliance of all activities with the Occupational Health and Safety Act and other applicable legislation
  • Enforces the Town’s Health and Safety Program, procedures and best practices.
  • Implements, conducts, and ensures due diligence with respect to all health and safety matters including but not limited to training, risk assessments, workplace inspections, investigations, procedures and correcting hazards.

The foregoing is intended to outline the general description of the duties and responsibilities for this position. It is not intended, nor should it be interpreted as a complete description. Georgina Public Library reserves the right to amend this position description at any time, provided that such change does not represent a substantive change in the purpose or essential nature of the position.

Minimum Qualifications

Education and Training:

• Master’s of Library and Information Science or equivalent from an ALA accredited library faculty.

Experience:

• 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;
• Proven success at developing, fostering and maintaining a healthy workplace culture;
• Demonstrated ability to manage shifting priorities;
• Demonstrated ability to work as part of a cohesive team;
• One (1) year on the job for the period of adjustment, orientation, and adaptation.

Knowledge:

• Thorough knowledge of library procedures and practices, electronic databases, eBooks/Readers, MS Office applications, and integrated library systems;
• Excellent communication, organizational, customer service, problem solving, time management, and interpersonal skills.

Required:

• Valid Class 'G' Driver's license and reliable vehicle to use on corporate business;
• Flexibility to work a variety of shifts, including evenings and weekends.
• Police Vulnerable Sector Check.

Physical Demands and Working Conditions

• Normal office conditions.