Customer Service Library Officer, Park Holme Library

**Position description Customer Service Officer - Libraries**

**Position title**Customer Service Officer - Libraries

**Position number**1394

**Classification (Level)**Level 2

**Department**City Services

**Division**Community Connections

**Business unit**Library Service

**People Leader**Collections Development Coordinator

**Direct reports**nil
Library Staff, CoM Staff and Community Members and Visitors

**Key stakeholders**to City of Marion

**Our Purpose**
To improve our residents’ quality of life; continuously, smartly, and efficiently. Six themes in
our Community Vision represent the shared value and aspirations that will guide how our
city develops - liveable, valuing nature, engaged, prosperous, innovative,
and connected.

**City of Marion Values**
Our values are critical to us as they help drive behaviours that will enable us to achieve
council’s vision. With the community and safety at the forefront of everything we do, the City
of Marion values: Respect, Integrity, Achievement, Innovation.

**We live our values Our community vision**
**Respect**: treating everyone as we want to be
treated, where all contributions are valued.

**Integrity**: fostering trust and honesty in all
our interactions.

**Achievement**: enhancing our knowledge and
performance to reach our shared goals, while
being dedicated to supporting one another.

**Innovation**: encouraging new ideas and learning
from our experience to do things better.

PD - Customer Service Officer - October 2023

**Position description Customer Service Officer - Libraries**

**Purpose**

The Customer Service Officer, Libraries - contributes to the efficient delivery of Library
Services by undertaking a range of activities, which support general library operations, with a
primary focus on customer experience.

Good communication skills and ability to work in a team environment will be vital to this
role.

As an ongoing commitment to the organisation you will provide support to the Library Team
in delivering the best service to our community and to improve residents’ quality life;
continuously, smartly and efficiently.

**Key Deliverables**
- Provide all aspects of library customer experience including assisting customers with

self-loan machines, searching the catalogue, taking phone calls from customers,
registrations and member maintenance.
- Actively promote Library resources and activities/programs/services to the

community.
- Respond to customer queries and provide accurate information in accordance with

Council’s Customer Experience Charter.
- Assist customers with accessing information technology and to use the photocopying

and printing facilities.
- Maintain high-level presentation of the public areas of the Library by assisting with

shelf displays and undertaking routine re-shelving of library items as required.
- Assist with event set-up and management, including at evenings and weekends

(involves some lifting).
- Assist with building security, including lock up of facilities after hours
- Work collaboratively with the Collections team to provide items in a timely and

professional manner to the Marion Library Service.
- Assist in processing of library items meeting key performance indicators.

**Person Specification**

Essential criteria
- Customer service experience in One Card public library or equivalent.
- A willingness to embrace the four values of Marion Council; Respect, Integrity,

Innovation and Achievement.
- Demonstrated work ethic.
- Year 12 or equivalent.

PD - Customer Service Officer - October 2023

**Position description Customer Service Officer - Libraries**
- Knowledge of public libraries and an enthusiasm for the role libraries play in the

community.
- Good interpersonal skills and the ability to relate to people of all backgrounds.
- Ability to develop and maintain sound working relationships within a diverse team.
- Resilience and the ability to remain calm and in control whilst under pressure.
- Community minded and engaging.
- Ability to work well within a team environment.

**Standard conditions**
- Satisfactory completion of a National Police Clearance (will be arranged by the City of

Marion)
- Satisfactory completion of applicable Medical Assessment (will be arranged by the

City of Marion)
- Must be either an Australian resident or possess the legal right to work in Australia,

with the ability to provide documentation of a valid work visa.
- Comply with existing Work, Health and Safety legislation and regulation obligations and
- Embrace ethical and moral behavior and report any suspected instances of fraud

and/or corruption in accordance with Fraud and Corruption Management and the
Code of Conduct.
- The incumbent will perform other duties as required.

**Other conditions specific to the role**
- Must hold a valid, full (unrestricted) driver's license in accordance with South

Australian requirements.
- Ability to work over a 7 day roster. Shifts may include weekend and evening work.
- The incumben