Customer Experience Officer

1 month ago

Darebin, Australia City of Darebin Full time

Permanent, Full time (including fortnightly RDO)
- Opportunities for higher duties and secondments into different roles
- Library branches are easy to get to via public transport, bicycle or car

Have a positive impact on the Darebin community in this dynamic role supporting the continuous improvement of library customer experience. Develop, deliver and evaluate a proactive customer experience through effective processes, initiatives and staff training and induction.

Supervising others, the position will deliver high-quality customer service and programs at Council’s library facilities that are responsive to community needs. The position will undertake shifts in accordance with Library needs.

Darebin Libraries provides equitable and easy access to information, support, facilities, technology and programs that range from improving personal wellbeing to tackling climate change to educating the community about the safe use of technology. We aim to enrich the lives of our diverse community and create opportunities for their lifelong learning.
- Permanent, Full time (including fortnightly RDO)
- $80,961 p/a plus super
- Opportunities for higher duties and secondments into different roles
- Library branches are easy to get to via public transport, bicycle or car.

At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

**About Darebin City Council**
Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

**About the Role**
As member of the Customer Experience team this role has both a focus on the continuous improvement of library customer experience and supervising three direct reports. To do this you will be responsible to:

- Develop, plan, deliver, facilitate and evaluate customer service training and induction programs to ensure staff across the library service have the skills and knowledge to provide quality customer service, resulting in a positive and consistent experience for the community.
- Utilise user/customer experience design principles to develop initiatives and proposals to enhance our libraries to be inclusive and welcoming spaces.
- Identify, develop and implement opportunities to deliver customer service that meets diverse community and accessibility needs, including people with a disability, neurodiverse people, and individuals with diverse communication needs.
- Provide leadership and supervision to Libraries After Dark Officers x 2,Customer Service Contact Officer and work experience students.
- Undertake rostered front of house customer service shifts across Darebin Libraries’ branches including working one evening shift per week and a minimum of one rostered Saturday and Sunday shift in each 8-week cycle

**Skills & Experience**
The successful applicant will be able to demonstrate:

- Degree qualification in the field approved by the Australian Library and Information Association (ALIA) or in a field relevant to position requirements, with some relevant experience, or Diploma level with extensive experience.
- Sound knowledge of user experience and customer experience design principles.
- Experience working with a diverse range of customers with varying needs.
- Confidence and capability in training groups and individuals in online and face-to-face environments.
- A current employee Working with Children Card.
- A current Victorian Driver’s Licence is desirable (public transport available).

**Culture**
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

**Benefits**
Darebin offers a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

**How to Apply**

We’re also happy to adjust our recruitment process to support your accessibility needs.

Contact Leilani Landeryou, Team Leader Customer Experience on 8470 8741 for

  • Customer Service Officer

    2 months ago

    Darebin, Australia City of Darebin Full time

    Various positions, Part-Time and Casual - Part-Time (Perm & Temp) Band 4, $74,824.36, Pro-Rated. - Casual (Band 4, hourly rate $47.333) **Various positions** - Part-Time (Perm & Temp) Band 4, $74,824.36, Pro-Rated. - Casual (Band 4, hourly rate $47.333) **About Darebin City Council** Located in Melbourne’s northern suburbs, Darebin City Council is home...

  • Customer Service Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Various Positions, Full-Time / Part-Time (Band 4, starting from $70,144.36, pro-rated for part time) - Casual (Band 4, hourly rate $44.372) - Flexibility is available for the days/hours worked Various positions - Full-time/Part-time (Band 4, starting from $70,144.36, Pro-Rated for part-time) - Casual (Band 4, hourly rate $44.372) Flexibility is available...

  • Customer Resolution Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, full time - Competitive salary circa $103k - Convenient Preston location, close to public transport At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied...

  • Customer and Operations Management Officer

    4 weeks ago

    Darebin, Australia City of Darebin Full time

    Full time - $74,824.36 + super - Reservoir Location At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to...

  • Customer Experience Manager

    4 weeks ago

    City Of Darebin, Australia City Of Darebin Full time

    Job Summary:We are seeking a highly skilled and experienced Customer Experience Manager to lead the development and delivery of customer service training and initiatives at Darebin City Council. As a key member of the Customer Experience team, you will play a vital role in shaping the library experience for the community.About the Role:As a Customer...

  • Customer Resolution Manager

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Competitive salary, Band 7 - $109,139 - Convenient Preston location, close to public transport We are on an exciting journey to improve customer experience and deliver positive customer outcomes. An experienced Customer Resolution Manager you will partner with the organisation to lead best practice complaint management and provide...

  • Team Leader Customer Service

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, full time - Salary $103,547 plus super - Monthly RDO At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate...

  • Civic Events Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Full time fixed term role (parental leave cover) for 12 months - $92,369 plus super - Convenient Preston location, with hybrid flexibility At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know...

  • Casual - Venue Services Officer (Foh)

    5 months ago

    Darebin, Australia City of Darebin Full time

    Rostered casual hours as required - Band 3, $40.79 p/hour - Northcote Town Hall Arts Centre and Darebin Arts Centre Location **About City of Darebin** Located in the northern suburbs of Melbourne the City of Darebin has a population of 161,609. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan...

  • Children & Youth Library Officer

    2 weeks ago

    Darebin, Australia City of Darebin Full time

    Permanent, Part time, 17.5 hour week - Salary $74,824.36 (pro rata) plus super - Library branches are easy to get to via public transport, bicycle or car Darebin Libraries has an exciting opportunity to join our Children & Youth Programs team and help develop and deliver a broad range of events and programs targeted at children, youth and families. Early...

  • Corporate Reporting

    2 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full Time - Competitive salary, Band 6 - $97,480 - Convenient Preston location, close to public transport We are on an exciting journey to improve our strategic planning and performance by providing the organisation an enabling environment with a customer centric focus. An experienced Corporate Reporting & Performance Officer you will develop and...

  • Strategic Project Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    6 Months Temporary Full Time Join Darebin City Council as a Strategic Project Officer - this position sits within Equity and Wellbeing Department with the portfolio of supporting and delivering a number of targeted projects and operational initiatives across the Department. Work within a dynamic department advancing community well-being and social justice...

  • Facilities Project Officer

    1 month ago

    Darebin, Australia City of Darebin Full time

    Fixed Term (24-month), Part-Time Position - Flexible Part-Time work schedule, 0.5EFT or 2.5 days per week - Preston location, close to public transport - Fixed 24-month term - Salary Band 6 - Circa $97,000 per annum pro rata - Preston location, close to public transport - Flexible work schedule: 2.5 days per week or.5 EFT Join a dynamic and well-established...

  • Project Officer

    4 weeks ago

    Darebin, Australia City of Darebin Full time

    Permanent, Part Time position - 15.2 hours per week - Convenient location, close to public transport - Flexible work arrangements considered The Community Projects Officer will lead and support projects that improve the lives, and enhances the participation of, the Darebin community in quality services and community activities within Darebin. This position...

  • Building Officer

    2 months ago

    Darebin, Australia City of Darebin Full time

    Full time with access to RDOs and flexible work arrangements - $80-92k plus super (depending on experience) - Convenient Preston location, close to public transport Unique opportunity to bring your customer experience expertise to the Building Services Unit as a key member of the team. Work to continue developing a service model that delivers positive...

  • Community Learning

    1 month ago

    Darebin, Australia City of Darebin Full time

    Permanent, Full time (including fortnightly RDO) - Opportunities for higher duties and secondments into different roles - Library branches are easy to get to via public transport, bicycle or car Darebin Libraries has an exciting opportunity to join our Community Learning & Programs team and help develop and deliver our broad range of adult events and...

  • Aged Housing Support Officer

    2 months ago

    Darebin, Australia City of Darebin Full time

    Temporary Part Time, 2 days p/week (parental leave cover) - Salary circa 97k (pro rata) + super - Convenient Preston location, close to public transport Are you looking for a rewarding opportunity to make a difference to Aged Housing support? In this role you will work collaboratively with key organisations to guide and improve the Aged Housing Program and...

  • Asset Protection Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    $74k - $86K (depending on experience) plus super - Full time with access to RDOs - Convenient Preston location, close to public transport At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know...

  • Special Projects Officer

    3 weeks ago

    Darebin, Australia City of Darebin Full time

    38 hours per week, 19-day month - Salary - $97k + Super - Located in Preston with nearby public transport **About Darebin City Council** Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The...

  • Corporate Communications Officer

    5 months ago

    Darebin, Australia City of Darebin Full time

    Permanent, full time - $92k plus super - Convenient Preston location, with hybrid flexibility At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived...