Customer Service Library Officer

Position Description – Customer Service Officer Libraries

April 2025

Position title Customer Service Officer Libraries

1073, 1081, 1087, 1088, 1384, 1385, 1386, 1387, 1388, 1389,

1390, 1392,1393, 1394, 1395, 1397, 1398, 1399, 1400, 1401,

Position number 1402, 1403, 1404, 1405, 1538, 1539, 1540, 1541, 1542, 1543,

1592, 1593, 1594

Classification (Level) Level 2

Department City Services

Division Community Connections

Business unit Library Services

People Leader Library Customer Experience Coordinator, Lifelong Learning

Coordinator, Library Collection Development Coordinator

Key stakeholders Library Staff, CoM Staff and Community Members and Visitors to City of Marion

Community Vision: A liveable, sustainable community.

The strategic directions of Liveable, Sustainable, and Community reflect the aspirations of

the community for the City of Marion's future.

A fourth strategic direction, Our Organisation, sets the focus for Council and its staff toward

fulfilling the Community Vision and Strategic Directions. These interconnected

directions emphasise a commitment to achieving holistic outcomes for the council area

City of Marion Values

Our Values inform what is important in how we deliver for our community.

They aspire towards a consistent standard that can be expected from all who engage with

the City of Marion.

Together we… Our Community Vision

Focus on the customer | We are:

• Engaged with our diverse community
• Responsive and proactive
• Dedicated to delivering great customer

experiences

Engage with respect | We are:

• Committed to a safe and inclusive workplace
• Connected, caring and professional
• Honest, transparent and act with integrity

Embrace excellence | We are:

• Adaptable, driven and continuously improve

• Accountable for our decisions and actions
• Proactive in sustainability and support the

environment

A great place to work

Position Description – Customer Service Officer Libraries

April 2025

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 residents, such as Baby Bounce, 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.

A great place to work

Position Description – Customer Service Officer Libraries

April 2025

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.

Person Specification

Essential criteria

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

• Demonstrated work ethic.

• Year 12 or equivalent.

• 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

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.

• Adhere to the City of Marion Values.

• The incumbent will perform other duties as required.

A great place to work

Position Description – Customer Service Officer Libraries

April 2025

Other conditions specific to the role

• Ability to work over a 7 day roster. Shifts may include weekend and evening work.

• The incumbent must present a neat, tidy and professional appearance at all times.

• 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.

• May be required to carry out other duties as directed which are within the

appropriate classification level and commensurate with skills and abilities.

• Current driver's license is highly desirable. A current driver's license and willingness to

drive van is essential for specific positions.

• 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:

A great place to work