Visitor Services Officer

Location: Melbourne | CBD

Job type: Full time / Permanent

Organisation: State Library of Victoria

**Salary**: $55,439 - $63,318

Occupation: Customer Service/Call Centre

Reference: VG/SLV/EXP/1658835

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. As the world enters a time of unprecedented change, this capacity to transform and adapt has never been more important as we support the community to navigate a fundamentally changed, post-COVID-19 world.

Our vision is of a library for all in a changing world.
- **An exciting opportunity for a passionate customer service professional to join an energetic and driven team**:

- **Permanent, full-time or part-time role (minimum 30.4 hours per week)**:

- **Attractive VPS 2.1 salary between $55,439 - $63,318 pro rata + 10.5% superannuation**

**About the opportunity**

Reporting to the Visitor Services Manager or one of the Visitor Services Coordinators, your key accountabilities will include:

- **Delivering outstanding service** by consistently providing high-quality, welcoming, and proactive customer service that connects visitors with spaces, services and experiences that meet their needs (e.g. directions to collection areas, support accessing and booking meeting rooms or studios, support accessing public PCs and public printing service)
- **Presenting a positive and professional image of the organisation** through exceptional personal presentation, effective communication, focus on visitors and task, and maintenance of public spaces
- **Supporting Library services and events** including supporting the delivery of library programs and events, and reshelving collections in public spaces to ensure the collection is accessible to visitors and staff
- **Contributing to a culture of continuous improvement** through taking initiative, sharing ideas, communicating openly, collaborating with colleagues, with the branch and throughout the library, supporting change initiatives, actively participating in training opportunities, and maintaining and growing knowledge of library systems and processes

Visitor Services Officers are roster across all Library opening hours including evenings and will be expected to work regular weekend days within the fortnight and public holidays.

For more information about the role, please refer to the position description.

**About you**
- Experience delivering high quality customer service
- Passionate about providing outstanding visitor services to the Victorian community
- Outstanding interpersonal and communication skills (both written and verbal)
- Ability to prioritise between multiple competing tasks and to manage your time effectively
- Self-awareness and the ability to adapt to different service environments
- Cultural awareness and insight into the diverse needs and expectations of the Victorian public and Library visitors
- Ability to work collaboratively in a team environment
- Proficiency using digital tools and current technologies
- Committed to continuous improvement and have an eye for innovative and creative solutions to problems
- A valid Working with Children Check card or ability to obtain one prior to commencement

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+ **and **people of all ages and abilities** to apply.

**Culture and benefits**

We are committed to developing and supporting a high performing workforce and an inclusive work environment. We offer attractive rewards and benefits to employees, including:

- Competitive salary and 10.5% superannuation
- Career advancement opportunities across a range of disciplines, including information management, conservation, preservation, digitisation, curatorship, philanthropy, communications, information technology, strategy, policy, governance, finance and procurement, human resources and more
- Transparent performance framework - approach your work with confidence in how you are tracking, working to professional development plans agreed on by you and your manager
- Professional development opportunities, including assignment and secondment opportunities, internal and external learning opportunities and Victorian Public Sector employee networks (e.g. diversity & inclusion groups, new ways of working group, etc)
- Generous leave entitlements, including 20 days of annual leave, 18 days of paid personal leave, 16 weeks of paid parental leave, purchased leave, study leave, multicultural leave, family violence leave and more
- Flexible working arrangements, including chan