Job Reference: req1075

Employment type: Permanent

Applications close: 27 November 2026

- Lead, coach and empower teams across Marion's three library branches
- Drive service innovation and create welcoming, inclusive customer experiences.
- Full time, permanent position, $104,776.69 per annum + super + exceptional benefits

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We are seeking an experienced and collaborative library leader to play a key role in shaping the future of our Marion Libraries.

About the Role:

As the Library Customer Experience Coordinator, you will lead, coach and develop a large permanent and casual Customer Service team to deliver exceptional customer experiences, foster collaboration and innovation and model Council's values.

You will also lead the development and continuous improvement of service standards, systems and processes that enable our three library branches to consistently deliver outstanding customer experiences to the community.

Working closely with the library leadership team, you will establish customer-focused policies, procedures and operational practices, including effective rostering approaches and staff development programs.

Based at Marion Cultural Centre Library, with travel across the 3 library branches, this role will also identify opportunities to strengthen connections between library services and broader Council initiatives, fostering collaboration and enhancing community outcomes.

About You:

To be successful in this position, you will have demonstrated experience of library leadership with an understanding of South Australian public libraries and the role they play in our communities.

Your leadership style will be collaborative and supportive,



with a proven ability to coach, develop and empower staff to deliver high-quality, consistent customer service. You will be proactive in identifying opportunities for improvement and passionate about creating welcoming, inclusive and positive experiences for all members of the community.

You will bring expertise in customer experience, best practice and the ability to build strong relationships with a diverse range of stakeholders across the Marion Cultural Centre. Confident in managing customer incidents and complex situations, you will provide guidance and support to staff before, during and after incidents, fostering a culture of professionalism, wellbeing and continuous learning.

Additional essential requirements for this role include:

- A tertiary qualification acceptable for professional membership (librarian) of the Australian Library and Information Association (ALIA) or related disciplines or equivalent.
- Experience in the management of public library operations in a multi-branch setting. Experience includes, but is not limited to, rostering, development of service standards and policies, staff development, planning and management of facilities.
- Extensive knowledge and experience with Library Management Systems such as Workflows and training staff in their use.
- You will also need a current unrestricted driver's licence.

The position requires working within a 7 day a week library roster,



including some evenings and weekends.

Why join the City of Marion?

At the City of Marion, we are proud of our culture and the work we do for our community by living our values of:

- Focus on the customer- we're responsive, engaged, and proactive
- Engage with respect - we're caring, connected, and professional
- Embrace excellence - we're adaptable, accountable, and sustainability-minded

Your benefits may include:
- 3 wellbeing days per year
- Annual salary increases and 17.5% leave loading
- Affordable income protection insurance
- Annual corporate wardrobe allowance
- Access to free health and wellbeing initiatives, including skin cancer screenings and immunisations
- Fitness Passport access, with discounted entry to gyms and pools across South Australia

The position description is available to view by clicking "apply". PD - Library Customer Experience Coordinator.pdf

Confidential enquiries can be directed to David Kuchel, Team Leader Technology & Customer Service at @marion.sa.gov.au

Applications close Friday 27th November 2026 and must be submitted here only, including a CV and cover letter outlining what you bring to this position.

This is a prescribed position. The successful candidate must satisfactorily complete a DHS Working with Children Check and be willing to undertake Child Safe Training. A National Police Clearance and applicable medical assessment will also be arranged by the City of Marion. You must have the legal right to work in Australia.

The City of Marion encourages applications from Aboriginal and Torres Strait Islanders, people with disabilities, people who are LGBTQIA+, and people who are culturally and linguistically diverse.

📌 Customer Experience Coordinator Libraries (Marion)
🏢 City of Marion
📍 Marion