Senior Customer Service Officer

Senior Customer Service Officer

• Permanent, full-time and part-time opportunity
• Supportive team culture

We are seeking a highly motivated and customer-oriented individuals to join our Library Services team

as Senior Customer Service Officers. The successful candidate will have exemplary customer service

skills and enjoy interacting with community members of different ages, abilities and cultures.

Working with us:

At The Hills Shire Council, we live our values of Honesty, Integrity, Loyalty, Leadership and Safety through the work that we perform for the Community. We are committed to a positive and supportive workplace culture where our people and customers feel respected and valued. Council also prides itself on being a Child Safe Organisation that is committed to promoting the health, safety, welfare and wellbeing of children and young people in our community.

What this role looks like:

• Supervise day to day operations of the library service desk/branch.
• Provide exceptional customer service to library customers, ensuring their needs are met with a friendly and helpful approach.
• Resolve high level or escalated customer requests, enquiries and complaints.
• Actively participate in the planning and delivery of Library programs and activities targeting customers from diverse cultures, abilities and age groups, including presenting regular children's programs.
• Based at Castle Hill Library, the successful candidate will be required to work at any branch of The Hills Shire Library Service as rostered including evenings and weekends.

What are we seeking in our new team member:

• Minimum 3 years in a similar role with experience in a fast-paced customer service environment.
• Tertiary qualifications in Library & Information Services or related field or currently undertaking.
• Driver License (Class C – NSW) and a valid Working with Children Check.

Benefits of working with us:

We have two Senior Customer Service Officer positions:

• S0690 Library Senior Customer Service Officer (Permanent, full-time)
• S0397 Library Senior Customer Service Officer (Permanent, part-time, 20 hrs per week, working Sunday Monday and Tuesday)

Competitive rates of pay starting at $44.74 per hour, (excluding superannuation). In addition to competitive rates of pay paid weekly, we offer additional benefits to staff including paid training to keep your skills up to date, opportunity to earn individual and organisational bonus payments, discounted membership to our state-of-the-art Waves Fitness & Aquatic Centre, access to a Fitness Passport and an active Social Club.

Next steps:

Please review the Position Description available on Council's Careers Page and include a cover letter that includes:

•   A brief response (max. 100 words) to: "What is your greatest strength when delivering customer service"

Please apply via Careers | The Hills Shire Council ) by 5pm on 11 September 2025. Please note that applications are assessed upon receipt. As you may be contacted, and interviews may be held prior, to the closing date, early submission of applications is encouraged.

People with disabilities, who meet the selection criteria, are encouraged to apply. If you require any reasonable adjustments to be made or if you need any other assistance with submitting your application, please feel free to contact the HR team at

Offers of employment will be subject to following pre-employment checks: Psychometric Testing, Reference Checks, Identity Check, Medical checks (including Drug and Alcohol Screening), Working With Children (where applicable), and Criminal History. We assess applications on merit and suitability related to the inherent requirements of the position. Only people with the right to work in Australia may apply for this position.