Are you an experienced librarian looking for an opportunity to help shape our library services through engagement with the community and the development of policies to support high quality customer experience? Position Type Permanent full time Salary $115,385 to $129,266 per annum (based on 70 hours per fortnight), plus superannuation and a 9 day fortnight. Appointed salary in this range will be based on skills, qualifications and experience. About us At Hornsby Shire Council, we offer more than just a job. We are a community where everyone plays a vital role in creating a positive culture while delivering meaningful work with a real impact. We are inclusive and flexible and champion your professional growth. Join us in building our Shire for the future and be part of a team that values your individuality and empowers you to contribute to something greater. Check out our employee value proposition and what it is like to work at Hornsby Shire Council. About the role As the Library Customer Experience Manager, you will be responsible for planning, supporting, leading and coordinating customer services library activities across four branches (Hornsby, Berowra, Galston and Pennant Hills). You will provide leadership, management and strategic planning to deliver high quality customer experience across the branches. Roles and responsibilities include;

Provide key advice on the development of the Library’s strategic directions, policies and annual management plans ensuring that the Library contributes to the achievement of Council’s strategic goals.
Lead and manage the provision of efficient and effective customer services to the Hornsby Shire Community, including responding to relevant customer enquiries and resolution of complaints.
Manage, in liaison with relevant staff, the Library’s furniture and minor equipment assets to ensure furniture, fittings and minor equipment are sufficient throughout the network and that internal library signage meets agreed standards.
Lead and manage, in consultation with the Branch Manager, the Customer Service Team’s human resources, including responsibility for team building and training Customer Services staff across the Library network.
Manage the marketing of library customer services projects and programs.

Position requirements

Completion of a degree in Library and Information Science or its equivalent accepted by the Australian Library and Information Association for professional membership.
Working with Children’s Check

About you

You will have demonstrated operational experience in the coordination, supervision and delivery of quality library customer service and act as a key part of the senior Library Management Team
You will require highly developed management and organisational skills and the ability to lead the Library’s strategic planning to meet changing community needs and expectations.
You will bring enthusiasm, and will be a customer focused professional with excellent interpersonal and communication skills.

Benefits of working with us We offer more than just a job, we understand the importance of a work-life balance and are proud to offer a range of benefits:

Flexible working opportunities, such as 9-day fortnight for full time permanent and temporary fixed term employees, hybrid work arrangements, part time and job share work opportunities
Generous leave provisions, including:
- Long Service Leave after 5 years (transferable between Councils)
- Parental Leave (up to 24 weeks)
- Health & Wellbeing Leave
Employee Health and Wellbeing Program, as well as Fitness Passport and annual flu vaccinations
Employee Assistance Program
Professional Development Opportunities
Employee recognition scheme
Motor vehicle novated leasing and salary sacrifice opportunities
Social Club
Long Service Awards

For more information and to apply Please visit our website Applications close: 20th January 2026 at 11:30pm

Hornsby Shire Council

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Library Customer Experience Manager