Visitor Services Officer

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 changes in hours of work, patterns of work and work area
- Salary packaging, including salary sacrifice arrangements
- Discount on public transport
- Comprehensive health and wellbeing programs, including discount on private health insurance, employee assistance program and annual flu vaccination

Find out more about our inclusion, diversity and access initiatives.

About us
State Library Victoria is overseen by Creative Victoria, part of the Victorian Government's Department of Jobs, Precincts and Regions, and reports to the Minister for Creative Industries.
It is Australia's oldest public library. Over more than 160 years, we have collected almost 5.5 million items including books, manuscripts, serials, photographs, artworks, maps and ephemera. Each year we add more than 70,00