Manager, Library Customer Experience Keswick , On

Title:

Manager, Library Customer Experience

Position #:

NU101

Department:

Library Services

Division:

Library

Date Created:

August 2019

Revision Date:

-

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

(CUPE 905.03 CUPE 905.13; GPFFA; Non-Union; Management; Seasonal; Sessional; Temporary; Student)

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 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 diligencewith respect to all health and safety matters including but not limited to training, risk assessments, workplace inspections, investigations, procedures and correcting hazards.
• 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;
• 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.
• 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.
• Valid Class 'G' Driver's license and reliable vehicle to use on corporate business;
• Availability to work weekends and/or evenings and to attend meetings/events as necessary;
• Police Vulnerable Sector Check; deemed as satisfactory by Georgina Public Library;

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

Educationand Training:

• Mastersof Library and Information Science or equivalent from an ALA accredited libraryfaculty.

Experience:

• Threeyears’ related experience, preferably in a public library environment;
• Previoussupervisory experience, preferably in a unionized environment;
• Previousexperience in roles of progressively increasing responsibility in a customerservice environment;
• Provensuccess at developing, fostering and maintaining a healthy workplace culture;
• Demonstratedability to manage shifting priorities;
• Demonstratedability to work as part of a cohesive team;
• One(1) year on the job for the period of adjustment, orientation, and adaptation.

Knowledge:

• Thoroughknowledge of library procedures and practices, electronic databases,eBooks/Readers, MS Office applications, and integrated library systems;
• Excellentcommunication, organizational, customer service, problem solving, timemanagement, and interpersonal skills.

Required:

• ValidClass 'G' Driver's license and reliable vehicle to use on corporate business;
• Availabilityto work weekends and/or evenings and to attend meetings/events as necessary;
• PoliceVulnerable Sector Check; deemed as satisfactory by Georgina Public Library;

Physical Demands and Working Conditions

• Normal office conditions.