Visitor Services Officer

• Seeking minimum 1 to 2 shifts per week on a casual basis?
• Willing to work weekdays and weekends when required?
• Available on 18 November 2025 to attend our Assessment Day?

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 Officers 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

As the Library is only closed on the 3 statutory holidays across the festive period, we are seeking team-oriented customer service professionals to work as casual Visitor Services Officers. In this role you will supplement our team and perform front of house duties that make the Library a wonderful destination for our visitors. You will need to bring your face-to-face customer service experience, plus availability for at least 1 to 2 shifts per week of between 3 and 7.6 hours each. You will also need to be willing to do both weekday and weekend shifts when needed. To be considered for the roster, applicants will also need to be available to attend our Assessment Day on 18 November at the State Library.

In addition, you will also have:

• Demonstrated experience delivering exceptional Customer Service.
• Demonstrated experience working as a part of a 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) that:
• confirms your availability to attend the Assessment Day on 18 November 2025 if invited
• includes detail of your daily availability/unavailability between 15 December to 11 January
• provides a specific example of your face-to-face customer service experience
• summarises how you meet the key selection criteria (Experience and Qualifications section in the Position Description and) in the About You section of this advertisement.

For more information on the format and content of your application, please see how to apply for a job on the Careers Vic site.

Enquiries

For questions about the role, please email Katie Scott, Manager, Visitor Services - Access at

For questions about the application process please contact

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

Applications close on Wednesday, 5 November 2025 at 10pm Australian Daylight Savings Time.