Wollongong City Council
Continuous Improvement & Quality Specialist – Library Services

Posted: 08 May
Closes: 07 Jun


Continuous Improvement and Quality Specialist - Library Services
Permanent - Full-Time
$84,902.61 up to $98,533.28
(Salary package will be assessed based on skills, experience and qualifications)

At Wollongong City Council we have a steadfast commitment to creating an Extraordinary Wollongong. We are in an exciting period of transformation and focused on delivering exceptional services, infrastructure and facilities for our community.

Our strength is the diversity of our people. Together our responsibility is to create an inclusive place where everyone is welcome, valued and belongs. We lead with courage, openness and curiosity. Our conversations and actions celebrate diversity, inclusion and belonging. Learn more about us here.

About the Position

Wollongong City Libraries (WCL) is a dynamic service of Wollongong City Council. Our goal is to create a world-class library service that empowers people through lifelong learning, resources, information, and experiences.

We are looking for a Continuous Improvement Specialist to collaborate in a small high-performing team focused on the ongoing Quality and Development improvements within library services. Along with your communication skills, knowledge of service improvement and evaluation, and proven customer service skills, you will work to achieve the strategic goals of WCL. Wollongong-City-Libraries-Strategy-2024-2028.pdf (nsw.gov.au)

This team-oriented role focusses on the review of service provision, customer experiences and identifies opportunities for development, growth, and change across the seven libraries.

This role is based in Wollongong City Library, with the flexibility to travel and work from all library locations as required.

Under Part 2, Section 6 of the Child Protection (Working with Children) Act 2012, this position has been designated as requiring a paid NSW Working with Children Check. Applications are required to provide a NSW Working with Children Check applications/clearance reference number to their application.

What You will be doing:

  • You will work collaboratively within all areas of Library services using evidence-based practises to identify, quantify and deliver service quality improvements that enhance staff experience as well as improve customer engagement with the libraries.
  • You will support the assessment, development, and implementation of new ideas, tools, plans and policies to meet and measure customer's evolving expectations as well as service quality improvements supporting staff and volunteers.
  • This position plays a vital role in developing and maintaining Library process and procedures, as well as being responsible for collecting, analysing, and reporting library statistical data.
  • Library customer service is a component of this role.

About you:

With your eagerness to provide exceptional service for our community, you will bring your passion for Customer Service and Continuous Improvement. You'll work autonomously and with our small dynamic team to meet the goals and high-quality services of WCL.

Benefits of working at Council:

  • We provide flexible working arrangements such as flex time- you just need to ask!
  • We are value-led, support and encourage personal and professional growth, recognise and reward performance and embrace change
  • We provide generous leave provisions including 5 weeks annual leave per year of service
  • Long Service Leave after 5 years
  • We are committed to providing a safe working environment for all, (everyone, every day and everywhere) and make available wellbeing programs to support mental, physical and social wellbeing of our staff to be at their best
  • Access to Fitness Passport


For more information, click on Apply to be redirected to Wollongong City Council's E-recruitment site.

Contact Lindsay Carapella, Coordinator Service Quality + Development, on (02) 4227 7366 for questions related to the job.

For assistance in submitting your application, please contact the Talent Acquisition Team on (02) 4227 7065.

Applications close 11:59pm, Monday 27th May 2024

We encourage applications from everyone regardless of gender, age, ethnicity, cultural background, faith, disability or gender identity. People with disability are encouraged to reach out so they can be supported in recruitment processes, to enable them to demonstrate their skills and capabilities to meet the requirements of the job.

Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.

Applicants are required to undergo a rigorous employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Criminal History and Working with Children Check. Employment is subject to clearance of all these checks.