Library Customer Support Officer - Digital

Job No: CN2190
Location: Newcastle, NSW

  • Share your passion for literacy with our community.
  • Exciting opportunity to utilise your exceptional customer service, digital, and communication skills.
  • Temporary, part-time opportunity (14 hours per week) to March 2021.

Thriving and rapidly transforming, Newcastle is New South Wales’ second largest city and is located 160km north of Sydney. It offers the perfect lifestyle and career environment.

City of Newcastle (CN) is seeking a passionate and enthusiastic Library Customer Support Officer to provide high quality, frontline customer service across our ten branch locations.

As the successful candidate you will actively contribute to achieving the objectives of the Newcastle 2030 Community Strategic Plan and the Library Strategy by providing high level library service support to members of the community face to face, over the phone, and online.

Working as part of the Digital Services Team, you will champion the Libraries E-resources, assist Library Members with technology related issues and enquiries, and help deliver regular “Tech Help” sessions.

In this role you’ll utilise your leadership capabilities as you will occasionally be the most senior staff member on a shift. Key responsibilities include, but are not limited to, assisting library users with circulation, reference and information enquiries; actively promoting and encouraging participation in library programs and events; undertaking collection management duties as required; troubleshooting and investigating technology issues; promoting the use of self-service technologies; as well as ensuring and maintaining a high standard of library presentation.

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

To be successful in this job you will have:

Essential

  • Vocational or tertiary qualifications in library and information sciences or a relevant, related discipline such as education, community development or information technology and/or equivalent experience.
  • Extensive relevant customer service experience with strong conflict resolution skills.
  • Demonstrated high level of PC Literacy, including experience with interactive, mobile and social networking technologies.
  • Excellent high-level verbal and written communication skills.
  • Sound technology trouble shooting skills.
  • Demonstrated ability to solve problems to satisfy legislative or organisational policies and procedures.
  • Demonstrated experience in working independently and a proven ability to supervise and contribute within a multi-disciplinary team approach.
  • Proven ability to initiate processes and programs to enhance customers' library experience.
  • Demonstrated ability to manage workloads to meet objectives and deadlines.
  • Proven ability to provide guidance to the Library Customer Support Assistants to promote a vibrant and customer focused team.
  • Solid general knowledge and an awareness of popular and contemporary literature.
  • Willingness to participate in a rotating roster in accordance with the City of Newcastle Enterprise 2010 and the requirements of the Library Service.
  • Current Working with Children Check.

Desirable

  • Demonstrated understanding and appreciation for other cultures and languages.

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

To view the full position description please click here.

Application Closing Date: Tuesday, 11 February 2020.

Remuneration: $26,961.95 + 9.5% Superannuation for a 14-hour week.

Contact: Katie Dawson – Acting Manager, Digital Services & Innovation – 02 4974 5319.

The NSW Child Protection (Prohibited Employment) Act 1998 makes it an offence for a person convicted of a serious sex offence, or a Registrable Person under the Child Protection (Offenders Registration) Act 2000 to apply for these positions. Relevant criminal, Working With Children and prior employment checks, including relevant disciplinary proceedings, will be conducted on recommended candidates.

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