Customer Service Officer - Mobile Libraries

Closing Date
Contact Officer
Contact Number
Townsville City Council, QLD


Customer Service Officer - Mobile Libraries

Community Environment and Lifestyle - Community and Lifestyle | Information Management/Library

Closing date: 11/12/2023

  • Full Time permanent opportunity (9-day fortnight)
  • Certificate III in Library and Information studies, or equivalent qualifications and/or experience
  • Current “MR” licence, or willingness to obtain.
  • LG02 ($62,580 - $68,144 per annum + superannuation) based on skills, qualifications and experience.

Why Choose Us

Townsville City Council is the largest local government authority in Northern Australia.

We are committed to creating value by growing Townsville through driving economic diversity and generating an enriching lifestyle.

Our organisation provides and maintains over $7b worth of community assets including water and wastewater network and treatment, bridges, drainage, roads, waste management, community facilities, sporting venues and more. We contribute to an active lifestyle for our residents and visitors through events, providing recreational facilities, protecting the natural environment and heritage, while creating a mentally and physically healthy city.

We lead creation of a city for this and future generations by focusing on our transition to a circular economy that is resilient to social, financial and environmental shocks.

We are a Council led by our community to create an exciting and dynamic future.

Townsville City Council is growing Townsville.

About the role

The Customer Service Library Officer (Mobile) is responsible for managing all daily tasks associated with the delivery of the mobile library service and the home library service. This position also participates in branch customer service. Staff in this role form a resource pool and may be rostered to any branch, according to need. Staff report to the Coordinator, Customer Service, and receive specialised advice and support from the Senior Customer Service officer in the branch in which they are working.

The work of this team is to deliver customer service through three branches, the mobile library service and the home library service. Staff work as a resource pool, allocated according to need. Staff work in a largely undefined day-to-day environment and must be flexible, responsive to customer needs, able to identify priorities as they arise, and work quickly and accurately under pressure. Work may include assisting a customer with a word processing issue, device support, promoting the library’s programs, assisting with branch activation plans and resolving customer issues.

About you

Our ideal applicant will have:

  • Certificate III in Library and Information studies, or equivalent qualifications and/or experience
  • Current “C” class driver’s license.
  • Current “MR” licence, or willingness to obtain.
  • First Aid Certificate.
  • Current Working with Children Blue Card, or ability to obtain
  • High level skills and focus on understanding a wide range of customers’ needs and offering services that enhance the customer’s experience.
  • Strong experience in being adaptable within a changing work environment whilst continuing to meet the needs of customers.
  • High level ability and enthusiasm to learn new processes, practices and procedures which support the high-end delivery of quality customer service.
  • Demonstrated experience role modelling a positive safety culture and adherence to the Health Safety Management Systems through visible leadership and exercising due diligence and management of compliance and legislative obligations.

Applications should be submitted through the 'Apply' button and include a Cover Letter (maximum 2 pages), Resume outlining previous academic and work experience and must include attachments of the relevant qualifications and licenses, relating to the role. 

For further information review the Position Description. 

Closing Date:  11.45pm Monday 11 December 2023

What We Offer

  • 17.5% annual leave loading 
  • Up to 5 weeks annual leave
  • Up to 3 weeks Personal/Carers Leave
  • 14 weeks paid Parental Leave
  • Domestic and Family Violence Leave
  • Natural Disaster Leave
  • Long Service Leave available pro rata after seven years
  • Up to *13.5% Superannuation employer contribution for contributing members
  • Salary Sacrifice opportunities
  • Learning and Development opportunities
  • Fitness Passport program offering discounted membership to selected gym, pool, and yoga facilities
  • Employee Loyalty Program offering discounts at selected local businesses
  • Employee Assistance Program
  • Active Family Social Club

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact for a confidential discussion.

Attachments:N00914,N00981_Customer Service Officer_Mobile Library_18Oct2021_Updated_PD.pdf