Visitor Experience Officer

**State Library of New South Wales**

**Visitor Experience Officer**

**Experience and Engagement I Visitor Services**

**Clerk 1/2, Part Time Shift Working**
- Part Time Shift Working Patterns - We’re seeking enthusiastic part-time team members to join our Visitor Experience team on a shift-based roster, covering weekdays, weekends, and public holidays. Shifts are scheduled to align with the Library’s opening hours, offering flexibility and variety in your workweek.
- This is an exciting opportunity to play a vital role in engaging and connecting with readers and visitors at the State Library of NSW. As a Visitor Experience Officer, you’ll help create a welcoming and informative environment for all.
- Enjoy a competitive hourly rate of $40.26 - $43.77, plus shift loading and employer contributions to superannuation.

**About the State Library**

The State Library of NSW is one of the great libraries of the world, with a history dating back to 1826. As one of Australia's oldest and important public institutions, the Library is responsible for preserving and presenting the social, cultural and scientific history of our State and our Nation.

Our purpose is to create a sanctuary for discovery, debate, gathering and joy. It’s a place that holds our living record, where knowledge is freely accessible, helping us reach into the past and imagine what’s next. The State Library of NSW is where we go to ask questions about the world.

**About the New Opportunity**

As the welcoming face of the Library, the Visitor Experience Officer plays a vital role in creating a positive first impression for all visitors. They provide helpful, courteous, and informed assistance across a range of channels—including face-to-face, phone, and digital communication. By offering accurate information and guidance, they help visitors feel confident and supported during their time at the Library. Officers work on a rostered schedule, including weekdays and weekends, to ensure seamless service coverage throughout the Library’s opening hours.

You’ll be confident managing a variety of tasks—from responding to general enquiries and providing directions, to supporting event delivery and liaising with security when necessary. Your ability to stay informed and share up-to-date information will be especially important as the Library approaches its 200th anniversary, with a rich calendar of events and activities to support. A proactive, service-oriented mindset and a genuine enthusiasm for engaging with the public will be essential to your success in this role.

**What we offer**
- Grow your career with extensive Learning & Development opportunities, including our custom online platform, Stella.
- Feel supported - access professional counselling, psychology, and wellbeing services through Converge, our all-in-one digital support platform.
- Enjoy exclusive perks - staff discounts at the Library Cafe and Bookshop.
- Be part of the culture - free access to Library programs, exhibitions, and events.

**How to apply**

Question 1

Do you have experience working in a public facing role?

Question 2

Have you worked in a cultural institution previously?

Question 3

Describe a time when you provided exceptional customer service in a busy or high-pressure environment. What was the situation, how did you handle it, and what was the outcome?

Question 4

This role operates on a shift working roster across opening hours of the Library (Morning / Afternoon), across weekdays and weekends. Please outline your current availability, including any days or times you are able to work.

Talent Pool

Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months.

Eligibility to apply
- an Australian citizen or
- a permanent resident of Australia, or
- a New Zealand citizen with a current New Zealand passport or a citizen of another country with an appropriate visa that allows you to work in Australia for the period of temporary employment or if you are seeking ongoing employment, you must hold a permanent visa that allows you to work in Australia.

**Role Description (pdf)**
**Role Description (word)**
**NSW Public Sector Capability Framework**
**State Library Accessibility Guide