LibraryMuseum Customer Experience Officer

Live and work in a culture rich location minutes from the Murray River, just a short drive to one of Victoria’s best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours. 
Our employee benefits include professional development and flexible working conditions. Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace.
We also recognise and value your priorities beyond work. It’s important to us that you have a sustainable work–life balance, so we offer flexible working arrangements, a nine-day fortnight (full-time staff) and a range of leave options and support programs.

AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone’s responsibility

DIRECTORATE:
Business, Growth & Community

CLASSIFICATION:
Grade C
SALARY:
$36.85 to $42.75 per hour + 12% employer contribution to superannuation
REPORTING TO:
Customer Experience Coordinator Libraries and Museum
EMPLOYMENT TYPE:
Temporary Part Time - until 30 June 2027
THE POSITION:
To assist in the provision of customer service of a high standard for all potential patrons of AlburyCity's cultural services and to provide administrative support to the Cultural Operation team within Cultural Services

KEY RESPONIBILITIES:

• Undertake customer service duties - provide information, technology, retail assistance to LibraryMuseum customers
• Assist the Customer Experience Coordinator in developing LibraryMuseum retail operations and undertaking promotional activities.
• Coordinate LibraryMuseum administrative processes including banking, room and event hire, statistical reporting and inter-branch deliveries.
• Assist the Customer Experience Coordinator in the provision and planning of customer service operations at the Albury LibraryMuseum, through developing staff rosters, undertaking staff training and providing support for audience research.
• Participate in the day-to-day management of LibraryMuseum building, technology and operations, including monitoring facility maintenance program and building contractors.
• Coordinate the Library and Museums Friends Groups and Volunteers database
• Assist in provision of programs and collection management as required
• Perform other tasks or duties as directed by the Supervisor which are within the limits of the employee’s skill, competence and training.
• Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS.
• Observe appropriate AlburyCity Policies and Procedures regarding day to day operations including Equal Employment Opportunity policies, AlburyCity’s Dress Code and Standards Policy and AlburyCity’s Code of Conduct.

KEY RELATIONSHIPS:

Internal

• Our People
• Volunteers

External

• Our Community
• Community Groups and Agencies
• Libraries & Museums suppliers and contractors

EMPLOYMENT CONDITIONS:

• Based on 35 hours per week, working 28 hours across a 7-day spread, with actual days and times being worked in accordance with facility roster. Hours worked on weekends will attract the appropriate loadings.
• This position is included on the weekend Customer Service Roster and additional hours will be worked one weekend day every four weeks (or more in line with operational requirements and as mutually agreed upon between you and your leader/manager).
• Additional hours up to 35 hours per week may be worked by agreement, and this will be paid at the ordinary rate of pay.
• This position requires you to wear a compulsory uniform as per AlburyCity’s Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely.
• This position involves working both indoor and outdoor, along with computer work. The position requires a moderate level of aerobic and physical fitness to undertake regular physical activities such as walking, lifting, pulling, pushing along with the capacity to maintain normal manual handling tasks across the work day – depending on the nature of the tasks undertaken. Appropriate WHS standards will be applied for all manual handing activity. A full functional and medical assessment is required for this position.
• This position requires evidence of a current Australian National Police Check.
• This position is subject to alcohol and other drug testing
• This position is located at AlburyCity Library Museum, Kiewa Street Albury with occasional visits to external sites/depots

ESSENTIAL CRITERIA:

• Certificate in Library and Information Services, Business Management or equivalent relevant experience in a customer service or cultural service environment

DESIREABLE CRITERIA:

• Class C (standard) Driver’s Licence compulsory to have and maintain

EXPERIENCE:

• Experience working in a public library or cultural facility in a customer focused role will be highly regarded

SPECIALIST KNOWLEDGE AND SKILLS:

• Sound knowledge of customer service principles applied to a range of customer profiles
• Demonstrated knowledge of library procedures, services and programs
• High level of computer literacy in the use of a variety of software applications including MS Office Suite, web based products and information management systems
• High level numeracy skills and knowledge of cash handling, receipting and ability to complete end of day reconciliations and banking records
• Experience in a broad range of administrative functions including drafting correspondence, preparing reports, filing on electronic document management system and maintenance of accurate statistics and records
• Ability to provide Information and Readers Advisory Services