Visitor Experience Supervisor
Library Council of NSW
Date: 8 hours ago
City: Sydney, New South Wales
Salary:
A$107,059
per year
Contract type: Full time
State Library of New South Wales
Visitor Experience Supervisor
Experience and Engagement I Visitor Services
Clerk 5/6, Ongoing
About the State Library
The State Library of NSW is one of the great libraries of the world, with a history dating back to 1826. As one of Australia's oldest and important public institutions, the Library is responsible for preserving and presenting the social, cultural and scientific history of our State and our Nation
Our purpose is to create a sanctuary for discovery, debate, gathering and joy. It’s a place that holds our living record, where knowledge is freely accessible, helping us reach into the past and imagine what’s next. The State Library of NSW is where we go to ask questions about the world
About the New Opportunity
As the face of the Library, the Visitor Experience Supervisor leads a passionate team dedicated to creating a welcoming and informative environment for all visitors. This role manages the day-to-day activities of Visitor Experience Officers, ensuring smooth operations at the Library’s welcome desks. By staying closely connected with internal teams and up to date on exhibitions, events, and services, the Supervisor empowers the team to deliver exceptional service. They also play a key role in capturing visitor feedback and identifying opportunities to enhance the Library experience
The Ideal Candidate
We’re seeking an experienced, proactive leader with a passion for delivering exceptional visitor experiences. The ideal candidate will be a strategic and people-focused professional, skilled in leading high-performing teams and Visitor Experience initiatives. With strong operational oversight, they will ensure frontline services are seamlessly resourced, consistently meet service standards, and represent the Library in a professional, informed and welcoming manner
The successful candidate will possess outstanding communication and collaboration skills, enabling them to work effectively across departments to enhance the overall visitor experience — from coordinating signage, print media and digital content to supporting the delivery of events and programs. Adept at handling complex reader and visitor enquiries, this individual will also bring a continuous improvement mindset, identifying and implementing initiatives that elevate the visitor experience
What’s in it for you?
How to apply
To apply for this role please provide a response to the following three questions. Attach your answers as part of your application and/or as part of your cover letter. Please keep your responses to a maximum of 3 paragraphs each
Question 1
Describe a time when you led a team to improve the visitor or customer experience in a public-facing environment. What strategies did you use to motivate your team, and what was the outcome?
Question 2
Describe a time when you had to manage a complex or sensitive visitor interaction. What approach did you take, and what did you learn from the experience?
Question 3
The Library is currently undergoing a major refurbishment ahead of its 200th anniversary in 2026. How would you ensure continuity of high-quality visitor experience during periods of disruption or change?
Please ensure you attach an up-to-date copy of your CV as part of your application for the role
The State Library of NSW welcomes and encourages applications from people with diverse backgrounds, including Aboriginal and Torres Strait Islanders, LGBTQI+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and workers of all ages. Candidates can request a reasonable adjustment throughout each step of the recruitment process by noting this in your application or contacting the People and Culture Team via [email protected]
Talent Pool
Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months
Eligibility to apply
To be eligible to apply for this role you must be either;
Role Description (word)
Applying for a role in the NSW Public Service
NSW Public Sector Capability Framework
State Library Accessibility Guide
The Guide for applying for roles at the State Library of NSW will assist you in completing your application and provide you with an understanding of the selection process If you have any questions about the role, please contact People and Culture Team via [email protected] Closing date for applications: Monday 30th June at 10am.
- Ongoing Full-Time position
- This is an exciting new opportunity to lead a team who plays a vital role in engaging and connecting with readers and visitors to the State Library of NSW.
- Competitive remuneration package up to $120,816 p.a. (package includes salary between $97,027 - $107,059 p.a., plus employer’s contribution to superannuation and annual leave loading)
About the State Library
The State Library of NSW is one of the great libraries of the world, with a history dating back to 1826. As one of Australia's oldest and important public institutions, the Library is responsible for preserving and presenting the social, cultural and scientific history of our State and our Nation
Our purpose is to create a sanctuary for discovery, debate, gathering and joy. It’s a place that holds our living record, where knowledge is freely accessible, helping us reach into the past and imagine what’s next. The State Library of NSW is where we go to ask questions about the world
About the New Opportunity
As the face of the Library, the Visitor Experience Supervisor leads a passionate team dedicated to creating a welcoming and informative environment for all visitors. This role manages the day-to-day activities of Visitor Experience Officers, ensuring smooth operations at the Library’s welcome desks. By staying closely connected with internal teams and up to date on exhibitions, events, and services, the Supervisor empowers the team to deliver exceptional service. They also play a key role in capturing visitor feedback and identifying opportunities to enhance the Library experience
The Ideal Candidate
We’re seeking an experienced, proactive leader with a passion for delivering exceptional visitor experiences. The ideal candidate will be a strategic and people-focused professional, skilled in leading high-performing teams and Visitor Experience initiatives. With strong operational oversight, they will ensure frontline services are seamlessly resourced, consistently meet service standards, and represent the Library in a professional, informed and welcoming manner
The successful candidate will possess outstanding communication and collaboration skills, enabling them to work effectively across departments to enhance the overall visitor experience — from coordinating signage, print media and digital content to supporting the delivery of events and programs. Adept at handling complex reader and visitor enquiries, this individual will also bring a continuous improvement mindset, identifying and implementing initiatives that elevate the visitor experience
What’s in it for you?
- Thrive with our holistic wellbeing program, including access to Fitness Passport for gym and fitness facilities across Australia.
- Work where you feel inspired – a vibrant, collaborative office culture supported by flexible Work from Home options.
- Grow your career with extensive Learning & Development opportunities, including our custom online platform, Stella.
- Feel supported – access professional counselling, psychology, and wellbeing services through Converge, our all-in-one digital support platform.
- Family-first benefits – up to 14 weeks paid parental leave, plus dedicated leave for fertility treatments.
- Enjoy exclusive perks – staff discounts at the Library Cafe and Bookshop.
- Be part of the culture – free access to Library programs, exhibitions, and events.
How to apply
To apply for this role please provide a response to the following three questions. Attach your answers as part of your application and/or as part of your cover letter. Please keep your responses to a maximum of 3 paragraphs each
Question 1
Describe a time when you led a team to improve the visitor or customer experience in a public-facing environment. What strategies did you use to motivate your team, and what was the outcome?
Question 2
Describe a time when you had to manage a complex or sensitive visitor interaction. What approach did you take, and what did you learn from the experience?
Question 3
The Library is currently undergoing a major refurbishment ahead of its 200th anniversary in 2026. How would you ensure continuity of high-quality visitor experience during periods of disruption or change?
Please ensure you attach an up-to-date copy of your CV as part of your application for the role
The State Library of NSW welcomes and encourages applications from people with diverse backgrounds, including Aboriginal and Torres Strait Islanders, LGBTQI+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and workers of all ages. Candidates can request a reasonable adjustment throughout each step of the recruitment process by noting this in your application or contacting the People and Culture Team via [email protected]
Talent Pool
Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months
Eligibility to apply
To be eligible to apply for this role you must be either;
- an Australian citizen or
- a permanent resident of Australia, or
- a New Zealand citizen with a current New Zealand passport or a citizen of another country with an appropriate visa that allows you to work in Australia for the period of temporary employment or if you are seeking ongoing employment, you must hold a permanent visa that allows you to work in Australia.
- Appointment to this role is subject to Pre-employment Checks. Additional checks may be required throughout your tenure at the Library should the accountabilities of your role change.
Role Description (word)
Applying for a role in the NSW Public Service
NSW Public Sector Capability Framework
State Library Accessibility Guide
The Guide for applying for roles at the State Library of NSW will assist you in completing your application and provide you with an understanding of the selection process If you have any questions about the role, please contact People and Culture Team via [email protected] Closing date for applications: Monday 30th June at 10am.
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