Address- Calling customer service superstars, looking for their next opportunity!
- VPS 4.1 salary between $92,332 - $104,762 plus superannuation
- Employee benefits include a 10% discount at Readings bookstore and Mr Tulk Café!
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.
About the Opportunity
Reporting to the Visitor Services Manager, Site Operations Coordinators (SOCs) supervise Visitor Services staff working in front of house spaces and provide operational support to front of house Librarians. In collaboration with the Roster Operations Officer, SOCs oversee the Visitor Services team's daily roster, responding to staff changes, and operational requirements. Through advanced knowledge of library systems, processes, and structures, SOCs support front line staff to deliver a range of critical library services including public PCs and printing, access to studios and meeting rooms, library collections, access to the Pauline Gandel Children's Quarter and associated children's activities, and library switchboard and membership services.
The SOC is accountable for the following measurable outcomes:
- Maintain effective daily operations through successful resource management, the creation and maintenance of staff rosters, and the coordination of front of house workflows.
- Promote high standards of visitor service by advising, coaching, and supporting staff and volunteers on a broad range of matters in line with Library policy and relevant legislation.
- Ensure service excellence by providing staff briefings, maintaining effective site- wide communication channels, and leading and motivating staff to consistently provide high-quality and proactive visitor service.
- Resolve operational issues and attend to systems and equipment failure, acting as the first point of escalation for problems on the floor.
About You
The ideal candidate has a deep understanding in best practice operations in a customer service environment; strong understanding of digital technologies and tools, and the know-how to guide others to utilise them. Well versed in how to handle escalated interactions, you are able to receive and process visitor feedback in a professional manner.
In addition, you will come to us with:
- Demonstrated experience delivering high quality customer service to a diverse audience in a high visitation environment.
- Demonstrated experiences supervising a customer service or operational team including daily rostering and task allocation.
- Demonstrated experience utilising digital technologies, systems and software in a service environment e.g. CRM, LMS, printing services.
- Demonstrated experience responding to visitor feedback and an excellent track record of managing and deescalating heightened visitor interactions.
- Demonstrated experience in providing high level administrative support including written correspondence with internal and external stakeholders.
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, neurodivergent 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.
The following 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
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 Christopher Nye (Visitor Services Manager) at ****@slv.vic.gov.au.
For assistance with the application process please contact us at **********@slv.vic.gov.au.
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 **********@slv.vic.gov.au. If you are unable to make this deadline due to unforeseen personal circumstances, please get in contact to obtain a short extension to the deadline.
Advertisement closes at 11.59pm Australian Eastern Standard Time on 26 May 2024.
