Casual Customer Service Library Officers x 4

Position Description Customer Service Officer Casual - Libraries

Position title Customer Service Officer Casual - Libraries

1088, 1387,1388, 1389, 1390,1397, 1538, 1539, 1540,

Position number 1541,1542

Classification (Level) Level2

Department City Services

Division Community Connections

Business unit Library Services

People Leader Library Customer Experience 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 Casual – Libraries – March 2024

Position Description Customer Service Officer Casual - 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.

Key outcomes for Lifelong Learning specific position

• Deliver Library programs for our community such as Baby Bounce, Toddler Time,

Storytelling, school holiday programs, adult programs, digital literacy workshops and

other events as rostered.

• Work collaboratively with the Lifelong Learning team in the planning, delivery and

continuous improvement of learning and programs across the City of Marion Library

service branches.

Key outcomes for Collection/Library at Home specific position

• Work collaboratively with the Collections team to provide items in a timely and

professional manner to the Marion Library Service.

• Provide assistance with selections and delivery of the service.

• Assist in processing of library items meeting key performance indicators.

PD – Customer Service Officer Casual – Libraries – March 2024

Position Description Customer Service Officer Casual - Libraries

Person Specification

Essential criteria

• Customer service experience in One Card public library or equivalent.

• A willingness to embrace and demonstrate City of Marion values.

• Experience and ability to work collaboratively within a team environment.

• 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 within the community.

• Ability to develop and maintain sound working relationships within a diverse team.

• Community minded and engaging.

• Resilience and the ability to remain calm in all situations and find positive outcomes

for customers.

positions only

• A willingness to drive van is essential for specific

positions.

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

apply "Think Safe Live Well" philosophy.

• 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.

PD – Customer Service Officer Casual – Libraries – March 2024

Position Description Customer Service Officer Casual - Libraries

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 incumbent will be required to undertake significant on-the-job training to

develop and/or maintain key competencies and to keep abreast of change.

• This is a prescribed position as defined by the City of Marion Safe Environments for

Children and Vulnerable Persons Policy. Therefore, incumbent must:

o Promote and maintain a child safe environment and take relevant actions in

accordance with council's Safe Environments for Children and Vulnerable

Persons Policy and with legislative requirements under the Children and

Young People (Safety) Act 2017 and the Child Safety (Prohibited Persons) Act

2016.

o Satisfactorily complete a DHS Working with Children Check (to be renewed

every five years) and be willing to undertake Child Safe Training.

Position description confirmation and acknowledgement

New employee acknowledgement

By signing the 'City of Marion Employment Acceptance Statement' in your Letter of Offer, you

are agreeing to the Position Description attached to your Offer.

Employee name: Signature: Date:

Leader name: Signature: Date:

HR name: Signature: Date:

PD – Customer Service Officer Casual – Libraries – March 2024