About The Opportunity

Lead people. Shape services. Improve customer and community experience.

We are looking for an experienced and people-focused leader to join our Community &

- Customer Experience team as Manager Customer Service &
- Libraries. This permanent leadership role brings together two highly visible and important community-facing services, Customer Service and Libraries with responsibility for leading the people, services and systems that help our community access Council, information, learning, and support.

You will lead a diverse team across multiple locations and channels, balancing the day-to-day delivery of high-quality services with longer-term improvement, innovation, and service transformation.

This is an opportunity to help shape how Council delivers contemporary, accessible, and customer-focused services, strengthening the customer experience, supporting the ongoing evolution of our libraries and ensuring our teams have the clarity, capability and leadership they need to thrive.

As Manager Customer Service &

- Libraries, You Will

- Provide strategic and operational leadership across Customer Service and Libraries
- Lead, coach, and develop Coordinators and their teams, building a positive, accountable and high-performing culture
- Ensure consistent, welcoming, and accessible services across Customer Service Centres, Library branches, and digital channels
- Lead the ongoing evolution of contemporary Library Services, balancing traditional services with changing community expectations, programs, technology, and digital access
- Help shape and implement Council’s customer experience strategies, service standards, and continuous improvement priorities
- Use customer insights, service data and emerging trends to identify opportunities to improve accessibility, efficiency, and customer satisfaction
- Oversee customer service standards, complaints, service requests, referrals, and service recovery
- Lead technology-enabled service delivery, including CRM, digital customer channels, library management systems, and self-service solutions
- Identify opportunities to simplify and integrate services and customer pathways
- Manage budgets, workforce priorities, risks and competing operational demands; and
- Work collaboratively across Council to improve organisational and community outcomes.

About You We are looking for a leader who combines strong people leadership with sound judgement, customer focus, and the ability to lead improvement and change.

You Will Bring

- Significant experience leading diverse teams delivering high-quality customer or community-facing services
- Strong coaching, mentoring, and people leadership capability
- Ability to build trust,



create clarity and hold people accountable
- Experience leading organisational or service improvement and change
- Strong communication, influencing and relationship-building skills
- Sound judgement and confidence managing complex and competing priorities
- An understanding of contemporary customer experience and digital service delivery
- An appreciation of the evolving role of public libraries as places for learning, connection, inclusion, and access; and
- A collaborative leadership style that respects professional expertise and brings people with you.

You will hold degree-level qualifications in Information Studies, Business or another relevant field, or an equivalent combination of qualifications and experience. If you are a thoughtful and capable leader who enjoys developing people, improving services, and making it easier for communities to connect with Council, we would love to hear from you.

Remuneration And Benefits

Employment Type: Full time, Permanent 35 hours per week

Salary (exclusive of super): Starting in the range of $134,858.70 to $150,948.83 depending on skills and experience

Opportunity for performance based increase available after achieving set goals

This role also qualifies for a Leaseback or Vehicle allowance

Benefits

- Flexible work arrangements - hybrid working and flexi-time
- Discounted gym membership through membership to Fitness Passport
- Candidates relocating to the region have access to The Welcome Experience
- Career development opportunities OR Opportunities for learning and development and internal career progression
- Annual salary increase as per the Local Government (State) Award 2026 plus annual salary review
- Long service leave after 5 years
- Generous employee assistance program
- Salary packaging options available through Salary Packaging Australia and Maxxia
- Recognition through our annual awards ceremony celebrating and rewarding staff achievements

About The Port Macquarie Hastings Region The region is one of Australia's most enviable locations. We boast a stunning hinterland, kilometres of pristine beaches, national parks, playgrounds, sporting facilities, restaurants, galleries, theatres and a genuine community vibe. The Mid-North Coast is perfect for hiking, surfing, camping, fishing, exploration, sports, arts,



theatre, food and wine. Questions?

If you would like to know more about this prospect or have any questions about the role, please contact Lucy Menzies, Acting Group Manager Community and Customer Experience on (02) 6581 8246.

Interested in Applying?

Click 'Apply now' to create an account and complete the application form. You'll be asked to answer questions relating to the essential requirements found in the position description and upload a copy of your resume and cover letter.

Documents should be submitted in PDF format.

Applications Close: Sunday 29 November 2026

Interivews will be scheduled the week of 7 December 2026

At Port Macquarie-Hastings Council, we believe that diversity makes us stronger. We are committed to creating a workplace that reflects the vibrant community we serve—where everyone feels welcome, respected, and empowered to thrive.

We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, culturally and linguistically diverse individuals, and members of the LGBTQIA+ community.

If you require any adjustments during the recruitment process or in the workplace, please contact us at [email protected]. We’re here to support you every step of the way.

Notes

Suitable candidates may be placed on an eligibility list for future identical positions for 6 months or a talent pool for similar positions for a period of 12 months.

Please upload documents in PDF format.

Preferred applicants are required to complete pre-employment checks.

This may include: Reference Checks

- National Criminal Police Check
- Medical Assessment (includes drug and alcohol testing)
- Qualification verification
- Working with Children Check verification.

PMHC's recruitment notification process is primarily via system generated emails. Please ensure your email is correct before submitting an application to avoid missing crucial updates and outcomes. Email communication notifications are used for but not limited to: application received, interview booking tools, confirmation of interview, request for references/more information, delay notifications, testing/assessments (aptitude/psychometric/industry specific) and application outcomes (unsuccessful before or after interview).

Please regularly check your 'junk mail' or ensure our email address [email protected] and Pulse email [email protected] is set to 'trustworthy'.

Port Macquarie Hastings Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people.

📌 Manager Customer Service and Libraries (Port Macquarie)
🏢 Port Macquarie-Hastings Council
📍 Port Macquarie