Client Experience Librarian

Join to apply for the Client Experience Librarian role at Deakin University.

The Client Experience Librarian supports students and staff by delivering accessible, high-quality library services and resources. Engaging daily across multiple channels and contributing to outreach and transition programs, this role is central to creating a client-focused, supportive, and engaging library experience.

Based at our Geelong, Waurn Ponds Campus

Full-time fixed term December 2025

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

• Clarify expectations and respond promptly to client requests, queries, or complaints to ensure client needs are met to agreed standards and timelines.
• Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate.
• Adhere to University governance, including work instructions, procedures and guidelines to enable and support the delivery of operations.
• Ensure a high-level of customer service, adhere to all quality requirements and participate in reviews of work practices to identify opportunities.
• Deliver effective and efficient services to customers by resolving enquiries and providing appropriate information resources at the point of need or referring where necessary.

• Completion of a Degree and/or postgraduate qualifications in library and information science conferring eligibility for Associate membership of the Australian Library and Information Association or an equivalent combination of relevant experience and/or education/training.
• Demonstrated experience in front-line customer service with a commitment to excellence in customer service.
• Demonstrated experience in using a variety software applications and library operating systems.
• Understanding of the services offered in an academic library.
• Demonstrate the ability to exercise sound judgment, initiative, diplomacy, tact and discretion as well as proven experience handling sensitive and personal information in a confidential and appropriate manner.
• This position requires the incumbent to work outside business hours (Flexible Ordinary Hours).

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Kim Edgar (Coordinator Waurn Ponds Library) on kim.edgar@deakin.edu.au

For a copy of the position description, please see Deakin Careers website.

Applications for this position close on Thursday 25 September.

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community. We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success. We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.