Library Customer Service Officers

Library Customer Service Officers

• Exciting opportunities to join a dynamic and growing Library service
• Casual positions, working across library branches and outreach locations
• Salary from $47.00 per hour including casual loading, plus super

About the role

The Library Customer Service Officer role is responsible for providing the exceptional customer service that our patrons know and expect. We currently have casual roles available, which will work across our 5 branches. This role is the perfect steppingstone for someone who is interested in a career in public libraries and information services, and for experienced library staff looking to broaden their experience in a new organisation. Students of Libraries and Information Management studies are also encouraged to apply.

You will enjoy working with customers and have a good understanding of what great customer service looks like. This role is the face of our library branches, and the ability to have empathy and patience with our patrons is a key attribute to achieving authentic connections with our community and helping our patrons achieve what they need. This could be as simple as helping someone borrow a book, to providing IT support and helping someone on a computer; for example, to print their resume.

Our library programs and services are extensive, and our team is the key to promoting what our libraries have to offer. Your ability to be outcome focused and look for opportunities to promote and educate our patrons on what they may be looking for. Sometimes what they ask for - “I’m looking for coding books for my child” - may just be the start of a further conversation - “are you aware that we run regular coding club program sessions”.

These roles will also be required to work weekends and weekday evenings.

You will deliver

• Exceptional customer service and support to the Library and their patrons
• An outcome driven approach to problem solving
• A passion to support the community
• Proactive promotion, support, and delivery of the library’s range of programs and services
• A variety of levels of support to many different and diverse groups within the community

You will bring

• Demonstrated understanding of the role and value of the Library to the community
• Demonstrated experience in delivering exceptional Customer Service
• A high level of communication skills, both written and verbal
• Proven ability to work in an integrated team in a customer facing environment
• Confidence and enthusiasm, the resilience to continue to create positive experience during a range of unique circumstances
• A positive, curious and flexible attitude with a continuous improvement and professional development mindset

What’s next?

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending us a cover letter and your resume.

Your cover letter must include how you would respond in the following scenarios:

• A small group of teens are hanging out in the library after school and having fun, talking loudly. Another customer approaches you and complains that the teens are too noisy and should be studying. How do you manage this situation?
• A customer who has English as a second language comes to the desk indicating that they want you to fill out a passport application for them on one of the public PCs. How would you help them?
• You arrive for your shift and notice that there are 5 trolleys of books out on the floor to put away and the returns are also overflowing. You notice that the other 2 staff on duty are quietly chatting down the back of the library. What would you do in this situation?

To find out more about the role, please contact (03) 8734 8999 and ask to speak to one of our Library Coordinators.

Applications will be accepted until 11:59pm Sunday, 5 May 2024.

Wyndham City Council is proud to be an equal opportunity employer, committed to creating safe and inclusive environments where everyone can grow and succeed.