SENIOR CLIENT SERVICES OFFICER

About Student and Scholarly Services at The University of Melbourne

Student and Scholarly Services provides student administration and services from recruitment and point of enquiry to graduation. This team also delivers wellbeing and scholarly services to students and staff.

The role wills it within Archives and Special Collections, which forms part of the Research and Collections Stewardship Portfolio and is responsible for the University of Melbourne Archives and the Special Collections based in the Baillieu Library. The collection includes Rare Books, Rare Music, East Asian and Prints, and the Map Collection.

About the role

As Senior Client Services Officer, you will supervise a small team of frontline staff to provide a high level of service to all users of the Baillieu Library’s Reading Room. You will support the Program Manager in coordinating work rosters and with reviewing, documenting and implementing workflows and business processes. You will further ensure a continuous improvement cycle to enable efficient delivery of operations and services and will support the coordination of digitisation requests and copyright issues.
You will provide front and back of house support for the team as necessary and support collections management and collections relocations where needed.

Please note, this is a fixed-term opportunity available for 9 months.

About you

To be successful in this role, you will have experience in successfully operating a front line or customer-focused service. You will have strong interpersonal skills and a high level of attention to detail as well as developed project management, organisational and administrative skills.

You will further have:

• An undergraduate qualifications in a relevant discipline and/or an equivalent combination of relevant experience and education/training.
• Demonstrated skills and experience in analysing procedures and developing integrated workflows to identify opportunities to improve accuracy, effectiveness and/or efficiency, and support the redesign of those processes to realise these improvements.
• Excellent interpersonal, written and verbal communication skills with an ability to relate positively on an individual basis with a wide range of people including students, senior academics and members of the public.
• Proven ability to thrive in a changing and fast paced environment

Benefits

-  Maximise your benefits through our Salary Packaging scheme

-  Flexible family friendly policies, providing generous leave and working conditions

-  The opportunity to work in a culturally rich environment

-  A substantial discount to eligible staff and their immediate families in undertaking further studies at the University of Melbourne

To find out more, go to http://about.unimelb.edu.au/careers/staff-benefits   

Culture

The University is a vibrant campus. We have well-established clubs and networks giving the opportunity to engage and collaborate with other staff around the University. We strive to create an environment where staff and students promote culturally inclusive behaviour and activities, ensure cultural differences are heard and explored, and actively seek to learn from other cultures.

How to apply

Your application submitted should include a CV along with your responses against the selection criteria* found in the Position Description for the role.

*For information to assist you with compiling short statements to answer the selection criteria/competencies, please go to http://about.unimelb.edu.au/careers/selection-criteria