Coordinator Customer Experience (Libraries)

Closing Date
Contact Officer
Keryl Collard
Contact Number
Maitland City Council, NSW


Coordinator Customer Experience (Libraries)

Are you looking for a new and exciting leadership opportunity? We are currently seeking a Coordinator Customer Experience (Libraries) to support our Libraries and Learning department.

Maitland is a dynamic city, conveniently situated in the Hunter Valley, just a 30-minute drive from Newcastle and two hours from Sydney. Maitland’s liveability and employment opportunities have driven commercial investment and residential growth with over 90,000 residents expected to call Maitland home by 2023. We encourage our staff to actively engage with the community, create positive change and continuously improve our processes.

About the role

A new strategic direction for Maitland Libraries has resulted in several new exciting leadership roles on offer! We are undergoing significant transformative change which brings opportunity for innovation, progressive thinking and growing our reputation.

The newly created Coordinator Customer Experience (Libraries)’ role will support the Manager Libraries and Learning through leading world class provision of customer experience across the library’s network of four branches and website.

Driving a culture of innovation, the Coordinator Customer Experience works as part of a department leadership team to ensure that staff have the tools and skills to deliver exceptional experiences for the community by championing customer focus and a solutions-based approach both onsite and online.

The role is responsible for coordinating the development, implementation and review of strategies to continuously improve customer satisfaction, service levels and productivity.


Working as part of the Libraries and Learning team, you have energy and drive in leading staff and building teams to deliver world class customer experiences.

This is a hands-on leadership role that requires both the ability to work at operational and strategic levels.  Your focus on people will strengthen delivery of exceptional customer and digital services and support the growth of Maitland Libraries.

You are recognised by your ability to build relationships and work effectively to deliver outcomes. You clearly role model customer-centred behaviours in a positive service culture and know how to influence and partner effectively.

A good communicator, you are the type of person who enjoys collaborating and creating connections with the community, stakeholders and staff.

Through your leadership and collaborative approach, you will make a significant contribution to the delivery of the vision and ambition of Maitland Libraries.


This is a permanent full-time position with a salary range of $91,383 - $101,435 per year based on demonstrated competencies + 9.5% p.a. super.

Council also offers a range of other benefits for its employees, including:

  • Council supports the balance between work and life
  • Ongoing training and development
  • Fitness Passport
  • Paid parental leave
  • Healthy Employee Program
  • Long service leave after 5 years


If after reading the role charter you have any questions, contact Keryl Collard on 0408963529.

Applications close: Monday 21 September 2020

Please note, prior to an offer of employment being made, recommended candidates will be required to undertake a medical assessment (including drug and alcohol testing). Council also completes a range of other pre-employment checks which may include reference checks, employment history checks (past 5 years), psychometric testing or a criminal history check. For more information about the recruitment process, visit our website and search ‘work with us’.

 Role Charter PDF 169.66 KB

apply now