About the role: Our Arts, Culture and Lifelong Learning Team provides services and experiences throughout the wider Selwyn District, including library services, council as well as central government services; lifelong learning programmes and events; public arts; and heritage exhibitions, taonga and community displays. As our Customer Experience Lead within the ACLL leadership team you will review and refine the way we deliver our value-added offerings, working with colleagues across the organisation and central government partners to deliver Council and Heartland Services for the betterment of our communities. These services enable a no wrong door' approach, whereby members of the community can interact with council services, such as dog registrations or rates payments, and access government and community services at Te Ara tea and Lincoln, Leeston and Darfield Libraries & Service Centres.

A mentor for customer service, you will coach our front facing Community Library Service Centre Assistants, empowering them to deliver a consistent and high-quality customer experience across the network. Your key responsibilities will include: Planning, implementation and ongoing review of value-added services, looking for opportunities to develop our service offer Collaborating, connecting and building strategic relationships with internal and external stakeholders Training and coaching, championing a continuous improvement approach to customer service Providing day-to-day leadership to a group of Community Library and Service Centre Assistants Providing operational support across our facilities as one of three Leads reporting to ACLL's Operations Manager About you: Our ideal candidate will be passionate about the equitable access to services, information, and community connection that public libraries provide and be excited about adding value and positively influencing how we serve our communities. You'll be able to easily share your vision with those around you as you work closely and collaboratively with your peers.

You might be in your first or second leadership role in a customer-centric environment, looking for a step up and the chance to remain connected to front-line services while contributing to higher level planning as part of a departmental leadership team. You will also have: A strong understanding of modern public libraries and their place in our communities, ideally with experience working and leading people in public libraries Experience working in the GLAM sector, central government or NGO Outstanding communication skills with the ability to positively build relationships and rapport Several years' Leadership experience Strong digital skills and an interest in this space as it evolves What we can offer: Great work-life balance with flexibility Career coaching and development Life insurance Wellbeing and volunteer leave Three days paid leave between Christmas and New Year Two weeks paid Partners Leave Sick leave from day one Continued KiwiSave.