Library Officer

Description

• Ensure customer service areas are neat and tidy and provide a welcoming environment for library customers.
• Deliver early literacy programs to children and digital literacy programs to adults, including assisting customers and staff in the use of new technologies, one-to-one and in small groups.
• Provide a proactive roving or floor walking approach to providing customer service and taking personal responsibility to ensure that all customers receive a positive customer experience by providing consistent service based on a high level of knowledge of the Library’s services, collections and programs, including acting as ‘officer in charge’ as required may be responsible for the security of the library in the absence of the Designated supervisor.
• Perform a range of general library duties, including, but not limited to, shelving, tidying, retrieving reservations and maintenance of library collections, including providing support services for collection management including de-selection and deletions.
• Support customers in the efficient use of the Library’s ICT services and facilities, including the Library range of mobile device apps to enhance the technology, information and literacy skills of our customers.
• Proactively deliver core customer service competencies for Council as part of the Customer Experience Team, to provide memorable and exceptional experiences for customers – refer to Phive Customer Service Competencies Framework.
• Deliver high quality, customer focused services and programs to customers in a self-serve environment within the framework of the Library’s customer service model to maximise the customer’s experience.
• Provide specialised general and in-depth and reference, research, and referral services to assist customers in locating and obtaining information.
• Be responsible for providing day-to-day services to enhance community access to and enjoyment of the Library.
• Ensure that each customer receives a positive customer experience in line with the Customer Service Charter and the Library’s Customer Care Standards.
• Seek opportunities to actively engage with customers to promote the Library’s services, collections and programs that may be of interest to them.
• Contribute to development, production, and maintenance of relevant procedure manuals. Other relevant Library duties.

Requirements

• Demonstrated verbal communication, literacy and numeracy skills
• Experience in providing a range of library or targeted customer programs.
• Well-developed planning, organisation and time management skills, including the ability to meet tight deadlines and balance competing priorities
• Well-developed PC literacy, including skills with mobile technologies and basic technology trouble shooting skills.
• Completion of an Australian Library and Information Association (ALIA) accredited Course. or (eligible membership of ALIA) and relevant experience)
• Operational library and/or customer service experience, with a proven track record of achieving objectives.
• Proven ability to think and act quickly and in a professional manner to resolve any issues that customers might have.
• Proven ability to work co-operatively as part of a team in a customer service environment.
• Well-developed ability to communicate and, build relationships and influence others with an engaging approach and technique.
• Criminal History Check
• Ability to perform well under pressure during busy periods.
• Demonstrated customer service skills, with exceptional ability to deliver memorable experiences.
• Well-developed conflict resolution skills, with a focus on de-escalation and win-win outcomes.

Benefits

• Health and Wellbeing programs (Fitness Passport, flu shots, etc.)
• Access to Long Service Leave after 5 years
• 14 weeks paid parental leave
• Working with Children Check.
• Learning and development opportunities
• Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave, 2 days health and wellbeing leave per year)
• Central Parramatta location (Public transport at our door, discounted parking)

Training + Development

Interview process

Visa Sponsorship

Security clearance