Client Experience Coordinator, Waurn Ponds

**Job no**: 544705

**Work type**: Full-time

**Location**: Geelong - Waurn Ponds

**Categories**: Library Services
- Ongoing position based in Waurn Ponds
- Full time and continuing
- HEW 7 $94,173 - $103,694 + 17% Superannuation

Founded in 1974, Deakin is a public university in Victoria with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and the online Campus. We are a progressive and open-minded university, with the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world’s universities.

Coordinate the client experience services at the Melbourne Burwood Campus library which includes high quality and responsive customer service ensuring maximum access for Library clients to information, services, facilities and collections in support of the Deakin University community, in accordance with the Deakin University Strategic Plans. The role ensures effective operations during extensive library opening hours, contributes to operational plans, identifies areas for innovation and improvement, and proposes process improvement plans to resolve identified changes in client need. The role will collaborate on the development and delivery of the Library Orientation programs and introductory digital and information literacy programs across disciplines.

The coordinator will be accountable for building team expertise in this area and will also be responsible for ensuring that the programs delivered are adhering to the wider Library strategy and operational plan. The role also manages and develops a campus-based team undertaking mentoring, performance appraisals, workload allocation and promote cross campus collaboration and staff development opportunities.

**Your key responsibilities will include**:

- Lead the campus Client Experience team, actively promoting a client-first focus and ensuring that a quality service to increasingly diverse groups of students, staff and the community is provided.
- Provide leadership and supervise staff, undertaking mentoring, performance appraisal, workload allocation, appropriate delegation, team development and where appropriate, promote cross campus collaboration, and staff development opportunities.
- Coordinate campus Client Experience services and facilities ensuring effective operations during library opening hours to manage peak times and resourcing required.
- Gather and draw on information from a diverse range of people, groups and resources to identify new or improved opportunities, processes and ways of doing things to contribute to the library’s operational plan.
- Contribute to the Library’s operational and action plans by participating in, and leading designated projects, and identifying areas for improvement
- Use knowledge of innovation principles to analyse current processes and practices to provide specialised advice concerning library management system operations and library procedures to ensure prompt and efficient delivery of services to clients
- Provide quality customer service modelling appropriate practice, monitoring and improving service quality, recommending and implementing evidence based service improvements
- To ensure the implementation of all relevant University policies, in particular those relating to equal opportunity, Occupational Health and Safety, staff development and staff performance planning and review.
- Review and contribute to the development of effective processes and procedures to provide service quality through training and development
- Manage rostered shifts for all enquiry channels, as required, assisting and coaching clients in use of key Library search and discovery tools
- Collect and interpret statistical and qualitative data to monitor, analyse and report on key performance indicators and accountabilities to enable effective planning and resourcing across all periods of the academic year.

**To be successful, you’ll have**:

- A degree in library or information science with subsequent relevant experience, or
- Experience and expertise in technical or administrative fields; or
- An equivalent combination of relevant experience and/or education/training in customer service or enquiries management

**Applications for this position close on 5th of Sep, at 11.55pm**
- Successful applicants will need to comply with vaccination mandates imposed by the relevant state/territory government. Applicants who attend third-party sites to undertake University activities will also be required to comply with any other directions or requirements in place at the third-party location._

**SPECIAL REQUIREMENTS**
- Regular work outside business hours is required (e.g., the work pattern includes hours outside business hours)
- Infrequent travel will be required within Victoria, including between campuses
- Working with Children Check (refer to Recruitment Procedure)

**Please submit your updated resume and a short cover letter outlining your skill