Position: Customer Experience Supervisor
Type of position: Exempt
Posting date: September 20, 2021
Closing date: September 27, 2021
Overview of position
Customer Experience Supervisor is responsible for managing and evaluating customer experience throughout the library with a primary focus on promoting positive customer experiences throughout the Library and its services.
The Customer Experience Supervisor is a champion of customer service while also demonstrating strong supervisory skills, creativity, ingenuity and integrity. The position plays a significant role in the continued development of Newmarket Public Library’s service delivery.
Duties
- Responsible for the overseeing customer experience throughout the Library including the internal work processes, activities and facility spaces.
- Creation and maintenance of a positive work environment characterized by teamwork, authentic open communication, respect & recognition, and trust. Proactively builds relationships with staff and peers.
- Maintaining an awareness of developments and emerging trends within the field as it applies to enhancement of library services and proactively applying best practices to improve our library service.
- Maintains and develops procedures, manuals and makes updates to manuals on a regular basis to accommodate new policies, techniques and procedures. Responsible for the timely and accurate circulation of materials.
- Coordinates, analyzes and adjust the daily workflow at service points and ensures effective and efficient use of staff resources to support organizational objectives and plans, including scheduling, to ensure the provision of effective, high quality customer service
- Evaluates service performance to ensure consistency and relevance to the communities served
- Supervises and directs the circulation department including recruiting, hiring, training, scheduling, establishing procedures, performance evaluations, and discipline.
Qualifications
Diploma or equivalent accreditation in administration or library and information techniques preferred.
Strong leadership skills with 3-5 years of library or customer service experience.
Solid communicator in with a focus on customer service.
Demonstrated ability and enthusiasm for working with the public.
Hours of work
35 Hours per week with weekend and evening shifts
Salary
Grade 8 (Under review) $68,070 - $85,088
We thank all applicants for their interest. However, only those selected for an interview will be contacted.
Newmarket Public Library is committed to accommodating all applicants in accordance with the Ontario Human Rights Code for all employment activities including the recruitment process.
If you want to be considered for a future job vacancy please submit your resume. We will keep your resume on file for 6 months.