Title: Branch Operations Lead
Department: Customer Experience
Reports to: Manager, Neighbourhood Branches
Classification: Temporary (3 Months) Hours per Week: 35 hours
Salary Range: Pay Band G
Posted: April 11 2024 Closes: April 18 2024, at 5:00pm ET
About the Library
Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.
We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.
Qualifications
Education:

• Undergraduate degree or post-secondary diploma required.
• Library Techniques diploma as asset.

Experience:

• Minimum 5 years of experience in positions of increasing responsibility in customer service and operational procedures.
• Demonstrated supervisory experience preferred.

Overall Purpose: As a member of the Customer Experience team, this position models BPL's values in all interactions, provides proactive customer-centred service, is an expert and resource for staff in customer service routines and the Integrated Library System. This role works with other library departments on physical collection initiatives, coordinates branch statistics gathering, completes cash handling and other clerical tasks. This position directs the work of branch Page staff and assists with their recruitment and performance assessment.
Key Accountabilities:

• Provide proactive customer-centred service in person, by phone, and online by anticipating needs and finding opportunities to create exceptional customer experiences.
• Champion customer service and be a resource to branch staff on the ILS, related customer service routines, library services and resources, and customer tech support.
• Under the direction of Digital Resources & Collections, support branch initiatives, to deliver accurate, tidy, balanced, and accessible collections that meets customer needs.
• Train and direct the work of Page staff.
• Participate in recruitment and performance management of Page staff, under the direction of HR and the branch manager.
• Assist the manager with scheduling and payroll tasks for all branch staff.
• Complete clerical tasks such as ordering supplies, gathering and submitting branch statistics, cash reconciliation and reporting.
• Perform materials handling tasks.
• Participate on system-wide teams, working groups and customer service projects as required.
• Perform additional position-related duties assigned by management.

Key Business Relationships:
Internal:

• Library Staff, Customer Experience Managers, Branch Operations Leads, Librarians, Customer Service Assistants, Programmers, Clerks, Pages

External:

• Customers; Partner Facility Staff (if applicable); Vendors, suppliers, and other external consultants on occasion.

Scope:
Budget: N/A
Direct and Indirect Reports:

• Indirect – Pages, number varies by location.

Work Environment

• Most work is completed in public spaces of library while customers are present, with little exposure to noise, dirt, or external elements.
• Some work is completed in office space, high level of computer and phone use.
• Physical work such as moving, changing, and setting up for programs or community spaces; shifting materials, setting up program spaces, packing and unpacking boxes
• Some events are held offsite.
• Ability to travel between Library branches and event venues required.
• Some work may be able to be completed from home.

Working Hours

• BPL is a 7 days per week service and schedules include regular evenings and weekends
• May be required to work after hours in case of emergencies.

Physical and Mental Effort

• Routine physical activity such as periodic standing, walking, sitting, and using basic motor skills.
• Some continuous physical exertions are required such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
• Can move materials and supplies (up to 50lbs).
• Can sit at a computer and use a telephone for extended periods.
• Can stand for extended periods.
• Can bend and stretch to reach high and low shelves.

Working with us
As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.
Earnings for paid employees include a competitive salary, comprehensive benefits, development opportunities, generous vacation privileges, flexible work arrangements, compelling rewards and recognition, and retirement security.
Burlington Public Library is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs. Please contact Natalya Tridon, Human Resources Business Partner, at [email protected]
If you have a disability that makes it difficult to apply using the online form, please call us at 905-639-3611 Ext. 1154.
We thank all applicants in advance and advise that we will contact only those selected for an interview.
Personal information on your résumé is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility for employment.

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