Service Quality Senior Library Officer
About the role
Wollongong City Libraries (WCL) is a dynamic service of Wollongong City Council. Our goal is to create a world-class library service that empowers people through lifelong learning, resources, information, and experiences. We are looking for a Service Quality Senior Library Officer to collaborate in a small high- performing team focused on the ongoing Quality and Development improvements within library services.
This team-oriented role focusses on the growth and support of the library technology suite for both customers and staff members, as well as supporting key projects delivering improvements of service provisions, customer experiences and change across all seven libraries.
Along with your communication skills, knowledge of library systems and technology, and proven customer service skills, you will work to achieve the strategic goals of WCL. Wollongong-City-Libraries- Strategy-2024-2028.pdf
This role is based in Wollongong City Library, you may be required to travel and work across any of our seven libraries across the Wollongong Local Government Area. This is a Permanent full-time position, salary: $82,811.50 to $92,780.60 per annum, plus superannuation (Salary package will be assessed based on skills, experience and qualifications). Weekend and evening work will be required. Applicants should be suitably fit to undertake the duties as outlined in the job description.
Under Part 2, Section 6 of the Child Protection (Working With Children) Act 2012, this position has been
designated as requiring a paid Working With Children Check.
Interested?
Click on ‘Apply’ to complete your online application.
You will be prompted through the application to answer the essential requirements as outlined on Page 3
Contact Lindsay Carapella, Coordinator Service Quality and Development, on (02) 4227 7366 for questions related to the job
For questions related to submitting your application online or our recruitment process, please contact the Talent Acquisition Team on (02) 4227 7065.
Applications close 11:59pm, Monday 10 February 2025 | APPLY
What you will be doing
You will play a vital role in supporting and maintaining our Library systems and technology platforms, including:
- Working collaboratively within all areas of Library services using evidence-based practises to identify, quantify and deliver service quality improvements that enhance staff experience as well as improve customer engagement with the libraries.
- Being an active member delivering on key technology projects, such as optimising our current Library Management System (LMS is SPYDUS), service wide rostering technology, and in-library technology systems.
- Supporting the assessment, development, and implementation of new ideas, tools, plans and policies to meet and measure customer’s evolving expectations as well as service quality improvements supporting staff and volunteers.
- Providing excellent customer service
About you
You bring expertise in Customer Service, Library Systems and Technology and Continuous Improvement and you are eager to provide exceptional service for our community. You strive to deliver high-quality services and enjoy working collaboratively with your team as well as working autonomously.
Selection Criteria
As part of your application, you will be prompted to answer questions to demonstrate your relevant skills and experience relating to the position. Please provide your responses in the text boxes provided on Step 3 of the application process.
Selection Criteria:
- Outline the diploma or a higher-level qualification you hold, and how it is relevant to the position?
- Tell us about a time where you effectively utilised communication strategies to manage stakeholders and enhance service quality.
- Describe your experience working with a range of library tools, technology and platforms, including Library Management Systems or similar.
- Tell us how you have previously exercised your creative thinking, initiative and sound problem-solving skills to identify and make improvements on a process or system?
- To succeed in this role, you will need to have a strong customer focus. Describe a couple of examples that showed your commitment to excellent customer service.
- This is a child related position. Applicants over the age of 18 must have a Paid NSW Working With Children Check to be considered for this position. Please provide your paid NSW working with Children Check Clearance Number. If you don’t have one or are under 18 years of age, please let us know in the comments below. Please note: All candidates over the age of 18 who are being considered for the position will be required to obtain this as part of the preemployment check process.
- Wollongong City Council is committed to being a child safe organisation. Keeping children and young people safe is everyone’s business. What is your understanding of child protection within a library services setting?
Why you’ll love working here
We’re a values based, purpose-led organisation
We care about our community. We’re working toward our purpose to create an extraordinary Wollongong, guided by our values of Courage, Integrity, Respect, Sustainable and One Team.
Make a difference in your community
You’ll be part of a team that makes a positive impact through the services they provide, the infrastructure they build and the community they create.
Be your authentic self
Our strength is the diversity of our people. Council is an inclusive workplace where everyone is welcome, valued and belongs.
Grow capability and opportunity
We’ll invest in you to develop the next generation of leaders who’ll deliver services, projects and infrastructure that can only be found in large complex organisations.
Create local and industry connections
Wollongong offers a coastal lifestyle with all the benefits of a major city. As part of a large and complex Council, you’ll also establish networks with Local Government Industry peers, bodies and associations.
Other benefits:
- You’ll enjoy a 35 hour week, with the option of flexible working arrangements such as hybrid working and flex time.
- Generous leave provisions including 5 weeks annual leave per year and Long Service Leave after 5 years.
- We’re committed to providing a safe working environment for all (everyone, every day and everywhere) and provide wellbeing programs to support the mental, physical and social wellbeing of our staff to be at their best.
- Access to Fitness Passport.
Next steps
Get in touch for more information. Contact Lindsay Carapella, Coordinator Service Quality and Development, on (02) 4227 7366 for questions related to the job.
All enquiries are confidential.
Internally this role is known as Senior Library Services Officer – Service Quality and Development
Applications close 11:59pm, Monday 10 February 2025.
How to apply:
Click apply and submit your up to date resume and answer the essential requirements of the role.
Your application will then be reviewed by a selection panel. We will keep you informed during the recruitment process to:
- Advise you of your progress through each stage;
- Explain assessments that you need to complete;
- Notify you of the outcome of your application by email or phone, and
- Provide you with feedback on your request.
For assistance in submitting your application, please contact the Talent Acquisition Team on (02) 4227 7065.
More information
- We encourage applications from everyone regardless of gender, age, ethnicity, cultural background, faith, disability or gender identity. People with disability are encouraged to reach out so they can be supported to access adjustments in recruitment processes and in the workplace, to enable them to demonstrate their skills and capabilities to meet the requirements of the job.
- Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.
- Suitable candidates may be placed on an eligibility list for future opportunities in the team, which may include full time, part time, temporary and or relief roles.
- Suitable candidates are subject to employment screening which includes reference checks, Identity and Medical History Checks, and may also include a Criminal History and Working with Children Check. Employment is subject to clearance of all these checks.