Customer Services And Research Manager
vor 1 Monat
Library Services & Information Management (Education & Training) Do you have a high-level knowledge of legal research principles and practice, together with a sound knowledge of the Queensland legal system?
Are you passionate about providing a positive customer experience to library users across Queensland?
Do you want to manage a small, collaborative team of professionals?
Then this is the role for you
The Customer Services and Research Manager directs a team responsible for providing responsive, high-quality information services to library users, including legal information research assistance and document delivery, and research training and support.
Scope of the role Lead the information services team, and participate, in the delivery of high-quality information services for members of the judiciary, legal practitioners and other library customers, both in person and remotely via telephone or email.Develop and maintain a high level of expertise across a range of legal research tools, in print and online formats to deliver high quality, timely legal information research services, and legal research training for library customers.Respond to customer enquiries, provide ongoing customer support, and support direct reports in providing customer support for both local and remote customers to ensure a consistently positive customer experience.Coordinate the day-to-day operations of information services staff by supporting productivity and organising workflow and resourcing, with a focus on quality assurance and timeliness.Support the Principal Librarian Research and Education in liaising with key stakeholders and project consultants working on information services improvement projects.Assist the Principal Librarian with financial reporting associated with the provision of library services.Contribute to the Research and Education team's key goals and commitments by coordinating the measurement and evaluation of library services activities and compiling data for evidence-based analysis and reporting purposes, and assist the Principal Librarian Research and Education in analysing that data and preparing reports.Oversee the administration of the membership of the Australian Chapter of the Selden Society.Assist the Principal Librarian Research and Education to develop policies, standards and procedures associated with providing legal research and information services.Collaborate with library's communications staff to develop and implement marketing and communications strategies to raise awareness of and promote library services.Provide assistance and support to the Leadership team and the library as a whole by fostering our 'one library' culture through duties as required, and by participation in relevant library working groups, internal committees, and project teams.Lead and supervise direct reports, ensuring effective communication, workload management, performance evaluations and fostering a positive and productive work environment.Proactively manage personal workload and competing priorities.Take personal responsibility to deliver agreed outcomes, demonstrating and fostering professional and ethical behaviour, and committing to personal development.Build and maintain positive relationships with colleagues, customers and key stakeholders.Contribute to a culture of continuous improvement, including identifying potential efficiencies and enhancements in collection management and information services functions.Remuneration is competitive: from $106,796 annual salary, plus leave loading and superannuation.
Working conditions are flexible and family friendly.
Apply online via Seek with your CV and a concise response (no more than 3 pages) to the selection criteria contained in the position description.
About us SCLQ: your law library is Queensland's principal legal information provider.
We are an independent statutory authority established in 1862 to serve the administration of justice in Queensland by providing legal information services to the Queensland judiciary, legal profession and broader community.
Our vision is to be Queensland's leading legal information service, delivering world's best practice legal library services to our customers.
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