Borrower Services Supervisor 

Job Posting # 2022-13
Job Type: Union Full-time
Hours: 35 hours per week on average
Number of openings: 2
Salary: $56,174 – $63,115 per annum
Grade: 7
Posting Date: March 15, 2022
Closing Date: March 30, 2022 by 4:30 p.m.

Applications are now being received for the above positions at the Cornell and Milliken Mills branches of Markham Public Library.

VISION FOR THE POSITION

The Borrower Services Supervisor is responsible for overseeing and coordinating the daily operations of the Borrower Services Department in their branch. The Supervisor has a strong understanding of operations and workflow design. They work with their manager to determine the department priorities and ensure that their team is working effectively and efficiently to manage the high volume of material processing and customer service functions. They are strong role models and demonstrate excellence in meeting the needs of customers. They are effective problem solvers and work with customers to resolve their needs and requests. They provide coaching and feedback to staff to ensure that they achieve excellence in customer service. 

The Borrower Services Supervisor provides hands-on supervision of their department and recommends incremental improvements to workflow and ensures that the work of their department keeps pace with customer expectations. 

DUTIES AND RESPONSIBILITIES

Leadership and Departmental Oversight

1. Oversees the work of the Borrower Services department including the material processing functions, customer service, material flow and issue resolutions.
   
2. Ensures that Borrower Services staff work effectively, efficiently and ergonomically in order to manage the volume of work in the department. 

3. Ensures staff achieve departmental targets and works according to the relevant standards for the department. 

4. Responsible for the rotation of duties for the pages that promotes the prompt return-to-shelf of library materials and the effective organization of the branch collections. 

5. Provides coaching and feedback to borrower services staff. Provides feedback on customer service transactions and suggests opportunities for further development. 

Department Administration

6. Verifies time sheets by monitoring attendance information and entering the data into bi-weekly payroll system.

7. Creates daily staff schedules in order to plan work flow, determine priorities and maintain an effective rotation of duties to ensure maximum productivity of the department. 
8. Counts, records and reconciles weekly cash receipts.  Prepares bank deposits. 

9. Requisitions branch supplies; distributes supplies received.

10. Compiles and records Borrower Services statistics and prepares month-end and other reports as required.

Customer Service 

11. Performs all customer accounts desk functions related to the circulation of materials, customer registration, reserves, service charge assessment and collection, and performs reception duties.
    
12. Resolves escalated customer issues. Exceeds customer expectations, and develops creative solutions to meet and/or acknowledge customer needs. 

13. Maintains the high standards for the customer experience and creates a welcoming branch environment. 

14. Creates the Customer Experience by maintaining standards for merchandizing and ensures the branch is maintained as a clean, organized and attractive space. 

15. Assists customers in accessing the Library automated system and locating materials.

Process Improvement 

16. Evaluates the efficiency and effectiveness of the Borrower Services Department operations and makes recommendations for change or improvement.  Assists in implementing Borrower Services procedures.
    
17. Supports effective communications in the branch. Ensures the communication cascade from meetings is delivered to staff. Conducts staff meetings and shift meetings as needed. 

18. Promotes and ensures optimal functioning of customer self-service technology.  Ensures that customer self-service technology is the preferred choice of customers in borrowing and returning their materials.  Ensures that units function well and that technical problems are reported and addressed as promptly as possible.  

General Responsibilities

19. Participates in and contributes to interdepartmental teams developing customer service improvements, new technology implementations and future planning.

20. Provides support for information services functions, particularly readers advisory, catalogue searches and place holds. 

21. Assists in the maintenance of Branch collections.  Screens books for weeding or repair purposes.  

22. As delegated, assumes responsibility for the Branch in the absence of more senior staff.

23. Performs other related duties as required.

QUALIFICATIONS

1. Library Technician diploma from a recognized college of applied arts and minimum of 3 years related library experience. A satisfactory combination of education and relevant experience may be considered. 

2. Familiarity and experience with Library automated systems and self-service equipment.
3. As a condition of employment, the successful candidate will be required to provide a satisfactory Vulnerable Sector Screening check.

DEMONSTRATED SKILLS

1. Demonstrated ability to communicate effectively orally and in writing.
   
2. Demonstrated creative thinking and problem solving skills.
   
3. Demonstrated ability to use excellent judgement to resolve customer issues. 

4. Ability to coach staff and customers effectively in the use of technology, including customer self-service technologies.

5. Demonstrated excellent customer service skills and the ability to effectively lead in a customer service environment. 

CORE COMPETENCIES

• Creates the Customer Experience
• Builds Relationships with Customers
• Exceeds Customers’ Expectations
• Manages Multiple Priorities
• Ensures Consistent Quality 
• Manages Difficult Conversations
• Embraces Opportunities for Improvement
• Inspires Accountability and Teamwork

WORKPLACE HEALTH AND SAFETY

Supervisory personnel shall:

• Familiarize themselves with the health and safety program, applicable health and safety legislation and ensure effective application and compliance within their jurisdiction.
• Ensure employees receive adequate training to protect their health and safety.
• Be knowledgeable of hazards or potential hazards in workplaces under their control.
• Ensure hazards, which put employees in imminent danger, are addressed promptly.
• Ensure all accidents and incidents are investigated promptly and all reports are completed.
• And take corrective action.

Please note that Markham Public Library is open 7 days per week, and regular weekend work is required.  Employees hired after December 20, 2004 have a work week that extends from Monday to Sundays. Work location is subject to change.

All interested candidates are asked to submit a resume and covering letter indicating how they meet the qualifications of the position to:

E-mail: jobposting@markham.library.on.ca

Please quote the job posting #2022-13 in the Subject line.

Markham Public Library has established a mandatory vaccination requirement for staff related to the COVID-19 pandemic. As a result, should you be a successful candidate for a position with the Markham Public Library, you will be required to provide proof of full vaccination upon a conditional offer of employment. Should you require accommodation in accordance with the Human Rights policy with respect to your vaccine status, you will be required to disclose that at the time of the conditional offer so that an accommodation can be developed prior to your start date.

Markham Public Library offers accommodation for applicants with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).  Should you require a code-protected accommodation through any stage of the recruitment process, please make them known when contacted, and we will work with you to meet your needs.  

We thank all applicants for their interest, however, only those selected for an interview will be contacted.