State Library Victoria is Australia’s oldest public library, and one of the first free public libraries in the world. At State Library Victoria, we believe that access to information and stories builds knowledge, strengthens community and inspires our future. Our recent redevelopment transformed our services and spaces, enhancing our role as a driver of Victoria’s education, innovation, tourism and creative industries.

• Are you a customer service champion, passionate about helping people?
• Do you enjoy greeting the community with a smile?
• Work in an iconic building in one of Melbourne's most recognisable landmarks!

About the Library

State Library Victoria is Australia's oldest public library, and one of the first free public libraries in the world.

We believe in the power of knowledge to change lives. Free to access and open to all, the Library enriches the cultural, educational, social and economic lives of all Victorians.

State Library Victoria preserves and shares the stories of Victoria and the world, and is a major destination for stimulating cultural experiences, contemporary debates, and community-driven collecting. We encourage learning, exploration, imagination, and creativity, opening up possibilities for all Victorians.

About the Opportunity

Visitor Services Officers are the public face for State Library Victoria, providing front line support to library visitors and helping to create a warm, welcoming, and supportive environment for all. Visitor Services Officers achieve this by providing directions to spaces, collections, and services, supporting the use library equipment and technology, and assisting visitors to access programming and events. Incumbents in the role require outstanding customer service skills, a visitor centric mindset and the ability to communicate a broad range of information to a diverse audience, which includes children and families.

About You

The successful candidate is a customer service professional who is passionate about providing exceptional customer service, has an inherent service mindset and takes pride in receiving patrons with a smile.

In addition, you will have:

• Demonstrated experience delivering Customer Service as a part of a team in fast-paced workplaces, such as cultural institutions or comparable environments.
• Demonstrated experience in a workplace setting assisting customers to utilise digital tools and technology.
• Demonstrated experience successfully collaborating with internal, multidisciplinary stakeholders.
• A successful track record of providing customer service to a range of different stakeholders, including people from diverse backgrounds and across the wider community.

State Library Victoria is a child-safe organisation. A valid Working with Children Check will be required before commencing.

State Library Victoria promotes a workplace that actively seeks to welcome and value the unique contributions of all people. We strongly encourage Aboriginal and Torres Strait Islander peoples, people with disability, people from cultural and linguistical diverse backgrounds, LGBTIQ+, D/deaf, disabled, neurodivergent people and people of all ages and abilities to apply.

How to apply

Please click the Apply button to submit your application via Careers.Vic.

The following documents should be attached to your application:

• Resume
• Your answers (maximum 2 pages total) to the following questions:

• What motivates you / drives you to work in customer service?
• What do you think are the most important considerations when providing customer service to the wider community in a place such as SLV?
• What is your approach to conflict resolution and handling difficult queries? What strategies do you use to recover from a challenging interaction and provide a high-quality service in your next interaction?

(for more information on format and content of your application, please see Preparing Your Application on the Careers.vic page).

Enquiries

For a confidential discussion about the opportunity, please contact Katie Scott (Visitor Services Coordinator) at kscott@slv.vic.gov.au.

For assistance with the application process, please contact us at employment@slv.vic.gov.au.

Privacy Collection Notice

Information about how we collect and use your personal information, and how you can contact us, can be found here.

Reasonable Adjustments

We want all applicants to have an equal opportunity to demonstrate that they are the best person for the job. If you require an adjustment at any stage of the recruitment process, or the provision of a particular access service, please contact our People team on employment@slv.vic.gov.au. If you are unable to make this deadline due to unforeseen personal circumstances, please get in contact to obtain a short extension to the deadline.

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