Assistant Director/Senior Manager, Service Excellence Office
Core
Lead and oversee Service Excellence and Quality Service Management functions to strengthen service quality and support the delivery of consistent, empathetic, and patron-centric experiences across NLB's physical and digital touchpoints.
Role type
Senior Manager, Service Excellence & Quality Management
Builds
Service excellence frameworks, policies, procedures, and standards aligned with Whole-of-Government service principles.
Domain
Public Sector / Library Services / Customer Experience
Required skills
Service excellence and quality service management principles, strategic and systems-level thinking, analytical and problem-solving skills, leadership and team development, stakeholder engagement and influencing, service design and customer journey mapping, technology and AI adoption assessment.
Preferred skills
Experience leading teams and cross-functional initiatives, familiarity with human-centred approaches to improving service experiences.
Responsibilities
Oversee management of patron feedback, enquiries, complaints, and appeals; analyse patron feedback and service data to identify gaps and recommend improvements; develop and review service excellence frameworks and standards; collaborate with service owners to identify underlying causes of service issues and develop practical recommendations; support planning and evaluation of service improvement initiatives; engage internal stakeholders to promote good service practices; identify competency development needs and enhance service excellence training; lead and develop the SEO team; identify opportunities to leverage AI and automation to improve service responsiveness and efficiency.
Seniority
Senior Manager, hands-on leadership
