Visitor Services Officer

Work type: Casual

Salary: $56,834 - $72,985

Grade: VPSG2

Occupation: Information Management

Location: CBD

Reference: VG/SLV/EXP/1860130

At State Library Victoria, we believe that access to information and stories builds knowledge, strengthens community and inspires our future. Our recent redevelopment transformed our services and spaces, enhancing our role as a driver of Victoria's education, innovation, tourism and creative industries.

• Seeking 1 to 2 shifts per week on a casual basis?
• Willing to work both weekdays and weekends?
• Available on 19 June to attend our Group Assessment Day?

If you are passionate about customer service, we want to hear from you

About the Opportunity

Visitor Services Officers are the public face for State Library Victoria, providing front line support to library visitors, and help to create a warm, welcoming, and supportive environment for all. Visitor Services Officers achieve this by providing directions to spaces, collections, and services, supporting the use of library equipment and technology, and assisting visitors to access programming and events.

Visitor Services Officers also help facilitate access to collections in reading rooms through daily reshelving and shelf-checking and are accountable for the following measurable outcomes:

• Delivering outstanding service by consistently providing high-quality, welcoming, and proactive customer service that connects visitors with spaces, services and experiences that meet their needs.
• Presenting a positive and professional image of the organisation. Visitor Services Officers contribute to the customer experience by maintenance of personal presentation and public spaces to support a positive and professional image of the organisation.
• Supporting Library services and events. Visitor Services Officer carry out duties and provide support that ensures the successful running of programs and events, maintains access to collections in reading rooms, and connects visitors to any ordered items.
• Contributing to a culture of continuous improvement through maintaining knowledge of library systems and processes, proactively communicating ideas and feedback with colleagues, and seeking to improve the way we work with a view to ensuring excellent experiences for visitors.

About You

We are currently seeking to expand our casual pool of Visitor Services Officers and are seeking team-oriented customer service professionals to fulfil front of house and back of house duties that make the Library a wonderful destination for our visitors. Shifts are a minimum of 3 hours each and ideally you will have availability for 1 to 2 shifts per week. You will need to be willing to work on both weekdays and weekends. To be considered, you will also need to be available to attend a Group Assessment Day on 19 June at the State Library.

In addition, you will also bring:

• Demonstrated experience delivering exceptional Customer Service.
• Demonstrated experience working as a part of team in a fast-paced workplace. (Cultural institutions or comparable environments preferred).
• Demonstrated experience in a workplace setting assisting customers to utilise and understand digital tools and technology.
• Demonstrated experience successfully collaborating with internal, multidisciplinary stakeholders.
• A track record of providing customer service to a range of different stakeholders, including people from diverse backgrounds and across the wider community.

About the Library

State Library Victoria is Australia's oldest public library, and one of the first free public libraries in the world.

We believe in the power of knowledge to change lives. Free to access and open to all, the Library enriches the cultural, educational, social and economic lives of all Victorians.

State Library Victoria preserves and shares the stories of Victoria and the world, and is a major destination for stimulating cultural experiences, contemporary debates, and community-driven collecting. We encourage learning, exploration, imagination, and creativity, opening up possibilities for all Victorians.

State Library Victoria is a child-safe organisation. A valid Working with Children Check will be required before commencing.

State Library Victoria promotes a workplace that actively seeks to welcome and value the unique contributions of all people. We strongly encourage Aboriginal and Torres Strait Islander peoples, people with disability, people from cultural and linguistical diverse backgrounds, LGBTIQ , D/deaf, disabled, neurodiverse people and people of all ages and abilities to apply.

How to apply

Please click the Apply button to submit your application via Careers.Vic

Two documents should be attached to your application:

• Resume
• Cover letter (maximum 3 pages) summarising how you meet the key selection criteria in the Position Description and the About You section of the advertisement. Please confirm your availability to attend the Group Assessment Day on 19 June if invited.

(For more information on format and content of your application, please see Preparing Your Application on the Careers.Vic page).

Enquiries

For a confidential discussion about the opportunity, please contact Katie Scott, Manager, Visitor Services - Access at [email protected]

For assistance with the application process please contact us at [email protected]

Privacy Collection Notice

Information about how we collect and use your personal information, and how you can contact us, can be found here

Reasonable Adjustments

We want all applicants to have an equal opportunity to demonstrate that they are the best person for the job. If you require an adjustment at any stage of the recruitment process, or the provision of a particular access service, please contact our People team on [email protected]

Applications close on Sunday 1 June 2025 at 11.59pm Australian Eastern Standard Time

Applications close Sunday 1 June 2025 at 11.59PM