Library Customer Service Officers

Multiple Positions
Employment type: Permanent Part Time
Remuneration: Band 3L salary from $71,098 per annum (pro-rata) plus superannuation 
Location: Library Locations across Wyndham, with some roles working across two locations

About the role
The Library Customer Service Officer role is responsible for providing the exceptional customer service that our patrons know and expect. This role is the perfect stepping-stone 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 to print their resume.
Our library programs and services are extensive, and our Library Customer Service Officer 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 based on their needs will be essential. 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 weekday evenings, as well as weekends, often at a different location to during the week.

What your day will look like

• Every day in the Library is different, with varied programs, events, and community needs
• This role spends all its time out on the library floor, delivering exceptional customer service and support to the Library and its patrons
• Library patrons are very diverse across all demographics, and you will find you provide a variety of support levels across each day
• Flexible and quick problem solving will be an integral part of your day both in assisting patrons as well as in daily operational issues
• Proactive promotion, support, and delivery of the library’s range of programs and services is an essential part of every day

What 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

 If you progress past the interview stage, you may be required to complete pre-employment screening, which may include police checks, a medical, qualification verification, and an Australian work rights check.

Why join Wyndham
We are one of Australia’s fastest growing and most diverse cities.
By 2040, we will have more than 500,000 residents and our people are hard at work designing the precincts, building the infrastructure, developing the policies and delivering the programs that will ensure the City is prepared.
Look at our job opportunities and you may be surprised at what you discover: a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen our diverse community. It all adds up to make Wyndham City a great place to belong.
Our people are our most valued asset. We are focused on building a culture that empowers every person to do their best work. Flexibility is built right into our DNA and we are committed to cultivating an inclusive workplace that celebrates a diverse workforce. 

How to apply

Please apply online by submitting your resume and cover letter outlining your suitability for the role via the provided link, and ensure your application also includes responses to the following questions:

1)    Clearly state which of the 8 roles you are applying for (can be multiple)

2)    A patron asks about a book titled "The parish of Werribee and Little River" by an author "Curtain". Which Library location has a copy of this book?

3)    Which program at Wyndham Libraries would you most like to attend as a community member, and why?

4)    An adult is telling a group of young people they need to leave the library because they are too noisy. How would you handle this situation?

Applications close at 11:59PM on Sunday, 1 June 2025.

Roles available:

• All roles available to start ASAP unless otherwise noted
• Saturday hours are rostered at different locations across the Library service
• Work-patterns may change according to operational need

 

Role 1: Hoppers Crossing Library, 200484, 22 hours per week

Monday: 9am-5pm (with a 1-hour break)

Tuesday: 9am-5pm (with a 1-hour break)

Wednesday: 12pm-8pm (with a 1-hour break)

Saturday (alternating): 10am-12pm

 

Role 2: Hoppers Crossing Library, 200998, 20.25 hours per week, start date: 7 June 2025

Monday: 1pm-8pm (with a 1-hour break)

Wednesday: 1pm-8pm (with a 1-hour break)

Friday: 10am-6pm (with 1 hour break)

Saturday (alternating): 9:30am-12pm

 

Role 3: Manor Lakes Library, 200503, 19 hours per week

Tuesday: 10am-6pm (with a 1-hour break)

Wednesday: 4pm-8pm

Friday: 10am-6pm (with a 1-hour break)

Saturdays (alternating): 10am-12pm

 

Role 4: Manor Lakes Library, 201203, 19 hours per week

Wednesday: 12pm-4pm

Thursday: 10am-6pm (with a 1-hour break)

Friday: 10am-6pm (with a 1-hour break)

Saturdays (alternating): 10am-12pm

 

Role 5: Point Cook Library, 201410, 20 hours per week

            Monday: 12pm-8pm (with a 1-hour break)

Tuesday: 4pm-8pm

Wednesday: 5pm-8pm

Thursday: 4pm-8pm

Saturdays (alternating): 10am-12pm

 

Role 6: Point Cook Library, 201432, 20 hours per week

Monday: 1pm-8pm (with a 1-hour break)

Wednesday: 1pm-8pm (with a 1-hour break)

Thursday: 5pm-8pm

Friday: 3pm-6pm

Saturdays (alternating): 10am-12pm

 

Role 7: Tarneit Library, 202092, 19 hours per week, start date: 30 June 2025

Tuesday: 4pm-8pm

Wednesday: 10am-5pm (with a 1-hour break)

Thursday: 9am-3pm (with a 1-hour break)

Friday: 2pm-6pm

 

Role 8: Tarneit Library, 202090, 9 hours per week

Wednesday: 4pm-8pm

Thursday: 4pm-8pm

Saturday (fortnightly): 10am-12pm

If you have further role-specific questions, please contact Clare Noonan, Coordinator Library Operations on Clare.Noonan@wyndham.vic.gov.au

Wyndham City Council is committed to providing a recruitment experience that is fair, inclusive, and accessible. If you have specific accessibility needs or general recruitment enquiries, please contact our Careers team via careers@wyndham.vic.gov.au or 03 9394 6860.

Child Safe Organisation
Wyndham City Council has zero tolerance to any form of child abuse and is committed to the safety, wellbeing and empowerment of children. We create and maintain a child safe organisation which is embedded in the everyday thinking and practice of all employees, volunteers and contractors. Additionally, we are committed to fostering a culture of safety within the Council, which includes the inclusion and empowerment of Aboriginal children, their families, and communities. Our recruitment practices reflect this.

Diversity and Inclusion
At Wyndham City Council we value workforce diversity and inclusion and embrace individual uniqueness. We value diverse life experiences and the perspectives of our people, while providing high-quality services to all members of our community, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexuality.
Wyndham has one of the largest Aboriginal and Torres Strait Islander communities in the Western Region, with a rich and diverse history. We are committed to providing positive employment opportunities for Aboriginal and Torres Strait Islander people and welcome applications from candidates of Aboriginal and Torres Strait Islander background. To read more about Wyndham City’s Innovate Reconciliation Action Plan, please visit our website.