Team Leader, Client Services (City)

Be challenged and imagine with us

As the Team Leader, Client Services, you will oversee the operation and delivery of high-quality client support services at our NUspace campus library, ensuring a seamless experience for students, researchers, educators, and the broader University community.

You will lead a dedicated team to provide in-person and virtual advisory, engagement, and information services, continuously enhancing the library's service offerings and making a positive impact on the student experience.

In this role you will:

• Oversee the library's tiered service model, ensuring the delivery of proactive, timely support through concierge services, physical service points, and online platforms.
• Collaborate with the Manager, Client Services and other team leaders to investigate and implement innovative service models, driving continuous improvement in service delivery.
• Contribute to projects aimed at enhancing client services, including data collection, process development, and service monitoring.

This fixed term position is a parental leave cover until March 2026, is full time, and will be located at the Newcastle City Campus (Awabakal land).

How will you inspire us?

You will have:

• Demonstrated experience in client service delivery, ideally within an educational or library environment.
• Strong ability to adapt to change, learn quickly, and implement new service strategies.
• Leadership capabilities including the ability to motivate and mentor a team to achieve service excellence.

Your commitment to client service delivery will allow you to play a key role in enhancing the student and research experience by providing high-quality, client-centred support that directly impacts learning, success, and research outcomes.

What we offer

The remuneration for this position is from $93,929 to $103,641 + 17% superannuation and is commensurate with skills and experience. 

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• 17% super and salary packaging.
• Additional University Holiday days, generous personal, life, and parental leave, annual leave loading, and additional purchased leave scheme.
• Discounts on private health insurance, gym memberships, software, travel and more.
• A range of support and wellbeing programs.

For more information on benefits and conditions, please follow this link.

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

The Client Services team manages front facing services for the Library, including information and enquiry services, circulation and membership. With oversite of the tiered service delivery model, the team provide proactive support to all clients through active concierge, physical service points, and virtually through the Chat and online enquiry services. The team manage library learning spaces ensuring they provide a first class, technology rich study environment. Working with the Student Engagement and Partnerships team, the Client Services team also contributes to delivering student engagement programs to improve the student experience.

Your next steps

Important information before you apply:

• If viewing this on a job board other than the University's please click ‘Apply’ (or equivalent) to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

Your application:

Your application must include:

• Your resume.
• A cover letter outlining your motivation to apply for this opportunity.
• A statement addressing the questions listed below.

1. Provide an example that demonstrates your commitment to excellent customer service, including the ability to empathise with and understand the needs of a diverse community engaged in study and research.
2. How have you demonstrated leadership capability, including the ability to lead and inspire others to deliver exceptional performance and outcomes, and generate a strong sense of team spirit?
3. Describe your experience in using technology to analyse and report on data to demonstrate impact and inform process improvement and service delivery

Please upload your Cover Letter and response to the questions as one PDF document. This document should not exceed 3 pages.

We value diversity and strive to ensure that our recruitment processes are equitable, inclusive, and barrier-free. If you require an alternative pathway to view the Position Description or to submit an application, please reach out to employment@newcastle.edu.au.

We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process.

Contact Us

For specific position enquiries, please contact Lindsey Fratus, Manager, Client Services on (02) 4921 8627 or via email at lindsey.fratus@newcastle.edu.au

Having technical difficulties? Please reach out to us: employment@newcastle.edu.au Please note, we do not accept email applications.

Closing date: Thursday 20 March 2025 at 11.59pm AEDT

We are excited to be Looking Ahead with you

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity, and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

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