Job Details

Under the direction of the Manager, Customer Experience & Partnerships, the Supervisor, Customer Experience is responsible for the day-to-day delivery of efficient operations of the customer service and circulation functions of Library Services with specific responsibilities and a primary focus on promoting positive customer experiences throughout the library and its services. Responsible for evaluating customer experience and champions customer service, playing a significant role in the continued development of Newmarket Public Library’s service delivery.

Credentials

1. Completion of an accredited Library and Information Technician Diploma with related experience of three to five years; or approved demonstrated combination of education and experience.

2. Due to the responsibilities of this position, a Police Information & Judicial Matters check, satisfactory to the Newmarket Public Library is required. 

Knowledge/Skills Required

1. Demonstrated supervisory skills to create and maintain a positive work environment, open communication, teamwork, respect, and trust.

2. Understanding of system-wide public library functions and services, customer service experience, internal library processes, and activities.

3. Strong organizational, problem solving, analytical, presentation and time management skills.

4. Ability to deal cooperatively and effectively with staff in a unionized environment, and with the public.

5. Ability to effectively handle simultaneously many assignments with constant interruptions. 

6. Strong interpersonal, consultative, and public relations skills. 

7. Demonstrated solid communications skills with a focus on customer service and customer experience. 

8. Demonstrated writing skills to prepare reports, as well as revisions to training materials, processes and procedures.

9. Demonstrated knowledge of budget preparation and management.

10. Proficient in the use of MS Office (i.e. Word, Excel, PowerPoint and Outlook) with a good understanding of library information systems and software application.

11. May be required to work outside normal business hours, on occasion as required.

12. Knowledge of applicable legislation, bylaws, legal proceedings and the ability to interpret legislation such as Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Occupational Health and Safety Act and the Employment Standards Act.