Mo tēnei tūranga mahi | About the role

We're seeking a dynamic leader to step into the role of Customer Experience Librarian, guiding our dedicated library services team in a new, modern facility. This is a key leadership position, responsible for overseeing 10 FTE staff, managing rostering and frontline operations, while supporting our Libraries Manager and acting as second-in-charge, when required. We're looking for someone passionate about public libraries and ready to take on a pivotal support role while inspiring and leading a vibrant team.

Your responsibilities will include, but are not limited to:

• leading and empowering the library teams to deliver high-quality, community-focused services
• ensuring delivery of high standards of customer service and team collaboration
• developing and implementing customer service training with an associated workplan which aligns with the Libraries Strategy
• championing customer experience initiatives and driving business process improvements
• overseeing service delivery performance
• fostering a positive and inclusive library culture

You’ll be part of a supportive environment where your ideas and leadership will be valued. Work will involve a blend of in-person, phone, and digital interactions, so confidence across all these communication channels is essential.

The working hours for this position are 40 hours per week, Monday – Friday and weekends as rostered (approximately one in five weekends).

Ngā āhuatanga kei a mātou | What we offer

• A great benefits package (including Health Insurance, Income Protection and Life Insurance, enhanced Superannuation, 5 weeks annual leave).
• A salary range of $93,000 - $104,000 per annum (this will depend on the knowledge, skills and experience you have to offer)
• Penal rates for weekend work applies
• A workplace that supports flexibility, health and wellbeing.
• An environment where input, initiative and innovation are encouraged.

Ko ngā wheako ōu | About you

You will display a high level of flexibility, excellent customer service skills, work well as part of a team, be confident with technology and enjoy a busy environment. You’ll enjoy engaging with the community, build relationships and assisting with staffing.  

You're a confident and collaborative leader who thrives on creating meaningful change.

You bring to the table:

• a relevant Library qualification, ideally a Level 7 Diploma (minimum)
• minimum five years' experience in a public library setting                                          
• experience managing complex customer service and library teams
• proven ability to lead high-performing teams and drive service excellence
• strong strategic planning, project delivery and business case development skills
• customer-first mindset with a track record of designing exceptional service journeys
• excellent communication, facilitation and relationship-building skills
• high initiative and problem-solving ability
• a genuine passion for public library service.

Ko wai mātou | About us

Marlborough District Council is a dynamic, progressive organisation which prides itself on the professionalism it brings to managing a wide range of functions. Our vision is that over the next decade, Marlborough will become a globally connected district of progressive, high-value enterprise, known for its quality lifestyle, desirable location and natural environment.

Marlborough is unique for many reasons. The region offers an array of outdoor pursuits in a distinctive and picturesque landscape. With the Marlborough Sounds, the land and sea offer unlimited accessibility for sport and leisure.

We want to be a community hub that is welcoming, engaging and inspirational. If this sounds like something you want to be part of, and you have some of the skills outlined, we look forward to hearing from you - Tono mai | Apply now!

Applications close 5.00 pm on 9 November 2025

For further information you are welcome to contact Glenn Webster (Libraries Manager) on glenn.webster@marlborough.govt.nz