Library Officer (Patron Engagement)

About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Continuing

Position Summary

Availability:
Continuing | Full-Time
Compensation Grade:
Higher Education Officer Level 5
Salary Range:
$74,270 - $81,966 p.a. + 17% superannuation
Reporting to:
Library Coordinator (Patron Engagement)
Library
Working under general direction, the Library Officer (Patron Engagement) provides excellent frontline customer services to both students and staff to support the learning, teaching and research activities of the University.
The Library Officer (Patron Engagement) will be responsible for providing support to students and staff in connecting with and using quality information resources across all the Library’s collections, and in their use of Library spaces and facilities. The Library Officer (Patron Engagement) will also assist students in their use of the University’s Learning Management System. As the first point-of-call for a large variety of enquiries the Library Officer (Patron Engagement) must combine excellent customer service with a broad knowledge of the student experience and judgement about when to refer enquiries to more specialist services.
The Library Officer (Patron Engagement) will be expected to adeptly handle multiple online systems (and print books) in order to respond to enquiries and to intelligently communicate with students, staff and team members. Online systems include Library management system (Ex Libris Primo and Alma), Moodle, MS Dynamics CRM, IVR phone system, One Drive, Teams, Outlook and, social media (Facebook, Twitter, Hootsuite).

Key Position Responsibilities

The Library Officer (Patron Engagement) will be accountable for:

• Supporting the Teaching, Learning and Research activities of the University through an excellent customer focussed response to enquiries received into the Library through a range of channels, including phone, email and face-to-face desk shifts.

• Interpreting and advising students and staff re access to information resources across all the Library’s collections.

• Interpreting and documenting student enquiries about the Learning Management System and associated applications in the Customer Relationship Management (CRM) software in order to refer more complex enquiries to specialist teams for resolution. 

• Providing advice to library users about their entitlements as per Library policy and guidelines.

• Working with colleagues to reduce barriers to accessing information resources, library services and spaces.

• Monitoring, contributing ideas and creating engaging and informative content for the Library’s social media outlets.

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University.

Key Position Capabilities

• Completion or working toward completion of a University degree required and relevant work experience in Library and/or IT based frontline customer service preferred.

• Demonstrated experience in frontline customer service where patience and resilience are key attributes.

• Demonstrated ability to be a self-directed learner. 

• Demonstrated digital literacy and social media skills.

• Demonstrated ability to work collaboratively and proactively within own team and with other teams, i.e. considers activities, decisions and outcome from the perspective of working with others. 

• Demonstrated ability to exercise initiative and judgement, determine and prioritise tasks, attend to detail and meet deadlines. 

• Demonstrated effective to well-developed written and interpersonal communication skills and presentation skills.

• Demonstrated experience in working with online systems in a library or higher education environment (Desirable).

• Knowledge of contemporary standards and practices relevant to library operations and/or higher education (Desirable).

How to Apply

Please review the Key Position Capabilities above and submit a Suitability Statement of no more than 3 pages addressing the criteria. Applications without a Suitability Statement may not be considered. For more information, please see our How To Apply page.

For more information regarding this position, please contact Liz Hall.

Information for Applicants:

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

28 Sep 2022