Customer Experience Officer

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