Position Identification. Date August 2017

Transcription

1 Position Identification Position title Classification Casual Customer Service Officer Band 3 Level A Date August Eastern Regional Libraries Corporation The Eastern Regional Libraries Corporation (ERLC) is a cooperative venture of three outer eastern metropolitan municipalities: Knox City Council, Maroondah City Council and Yarra Ranges Council. Organizational relationships Reports to: Works with: Major Contacts Roster Support Manager or Team Leader, Community Library All Staff, Council Officers and their supporting staff, Volunteers Council,Community members and organisations Libraries and learning industry networks Key members from a broad range of areas including the public, private and education sectors and the local business community 3. Position objectives Casual - Customer Service Officer To assist in the direct provision of library service to provide high quality, customer based library and information services and programs, through the performance of rostered customer service duties and support tasks The key objectives are to: Provide a high quality customer service for ERLC communities Contribute to the provision of an effective and efficient library and to meet the needs of ERLC communities in accordance with policy and guidelines Actively seek opportunities to provide assistance to customers 4. Key responsibility areas Customer Service Statement To have approachable and knowledgeable staff available to help customers at all times 4.1 Customer Service Duties Continually greets, approaches and assists customers throughout the library Take responsibility and show personal initiative in providing excellent customer service Ensure consistent customer service delivery that positively reflects on the reputation of our organisation Provide assistance and advice to customers in locating and obtaining information, referring to specialist staff or alternative sources of information when necessary Assist customers in the efficient use of the automated library management system and other technologies Page 1

2 Provide courteous and effective communication with all customers based on good knowledge of library products and services 4.2 General Library and Collection responsibilities Issue and return library materials according to library policy Assist with promotional activities and functions as directed Actively encourage an interest in reading amongst the community Ensure staff / workroom/ customer service areas are neat and tidy and are conducive to a welcoming environment for both staff and most importantly our library customers Perform a range of general branch duties as rostered (include but not limited to)- Courier deliveries Lost property Shelving, tidying and shelf-reading library collections As identified by Roster Support Attend or participate in identified paid training programs and/or staff meetings Availability It is an essential ERLC condition of employment that all Casual Employees have a reasonable availability for work during weekend, weekday, evening (especially Monday and Friday nights) and during School, Christmas and Easter holiday breaks. 5. Accountability and extent of authority Work performed is within Library policies, practices and procedures without regular supervision. Provide effective, quality and timeliness of own personal duties. Assist library users to make informed choices and to maximise their use of library technologies. 6. Judgement and decision-making Judgement is exercised within clearly defined and documented procedures. Tasks to be performed are usually prescribed by the demands of the daily schedule, or are limited to a range of techniques, systems, methods or processes in a defined range of recurring work situations. Guidance and advice is always available. 7. Specialist knowledge skills Demonstrated knowledge of and ability to use a variety of computer hardware and software; Knowledge of cash handling and reconciliation; Knowledge of Public Library systems and procedures 8. Management skills Effective planning and managing of own work, self-motivated with the ability to work effectively within a team environment. 9. Interpersonal skills Ability to identify customer needs and expectations, decide the appropriate action and respond accordingly; Ability to maintain professionalism, integrity and confidentiality; High level customer service skills with an ability to deal with difficult situations and present a positive Library image; Sound written and verbal communication skills; Page 2

3 Ability to work in a team and inviting trust and cooperation from fellow team members. 10. Multi-skilling To carry out such duties as are within the limits of the employee s skills, competence and training 11. Qualifications and experience Mandatory: Customer service experience in a Public Library and/or experience preferably in a service industry would be an advantage Current Working With Children Check Demonstrated experience: General knowledge and interest in local and current affairs Experience in dealing with people in a face-to-face environment Experience and competency in the use of the Internet Short Industry Training course in, or experience with, Microsoft Windows applications and ability to use a variety of E- technologies 12. Selection Criteria Selection will be based on the following Selection Criteria, however, reference will also be made to other listed skills, knowledge and attributes as required in the Position Description: Customer service experience in a Public Library and/or experience preferably in a service industry Demonstrated significant commitment to customer service Demonstrated knowledge of and ability to use a variety of technologies including EFTPOS, Microsoft windows applications, electronic resources and E- technologies Demonstrated customer focus attributes, including the ability to respond promptly and courteously to a diverse range of service needs and a good knowledge of library service, products and collections Demonstrated knowledge of OHS issues relating to lifting and carrying To have an availability of working hours either at short notice or for hours that have been scheduled in advance. These hours include day, evening, Saturday and Sunday shifts Current Working With Children Check 13. Employment Conditions Your employment may be terminated at any time by providing you with notice and can apply at the end of your current engagement All other conditions of employment are in accordance with Eastern Regional Libraries Enterprise Agreements Classification Band 3A with Enterprise Agreement increments only Casual ordinary hours worked by mutual agreement will be paid at 125% of hourly ordinary rates. No loading is paid on overtime hours The maximum number of hours in one pay fortnight 70 hours Availability of working hours either at short notice or for hours that have been scheduled in These hours include day, evening, Saturday and Sunday shifts Ability to work at any service point within the region Attend nominated paid training programs and/or staff meetings Page 3

4 This position is rostered to maximise the percentage of total available hours spent on customer contact-related activity ie attending to customers either on the Library floor or at the Customer Service Desk You will be paid fortnightly to the bank account nominated by you ERLC will also make superannuation payments on your behalf in accordance with the Superannuation Guarantee (Administration) Act 1992 Your obligations to ERLC You will be required to: Perform all duties to the best of your ability at all times; Use your best endeavours to promote and protect the interests of the employer Follow reasonable and lawful directions given to you by the employer, including complying with policies and procedures as amended from time to time. These policies and procedures are not incorporated into your contract of employment Must comply with the Dress Code and Uniform Policy 14. Occupational Health and Safety ERLC is committed to providing a safe and healthy working environment for all its employees. This is achieved by management working in co-operation and consultation with employees to ensure ongoing active prevention of injury and illness in the workplace. ERLC adheres to all relevant Acts, Regulations and Guidelines regarding OH&S. Comply with workplace procedures for risk identification, risk assessment and risk control Participate in activities associated with the management of workplace health and safety Identification and reporting of health and safety risks, accidents, incidents, injuries, property damage and mishaps at the workplace Correct utilisation of appropriate equipment 15. Physical Requirements of Position This position involves frequent and sustained hours of lifting, standing twisting, turning, pushing, pulling, reaching, bending as well as opening and closing actions during the processing and shelving of books / items and in the execution of the required duties. Both fine and gross motor movements are involved for the upper and lower parts of the body and extremities. The frequent and sustained use of computers, scanning devices, de-activation and re-activation security devices, and office equipment are also involved. 16. Pre-existing Injury/Illness ERLC needs to be aware of any pre-existing injury/illness that would affect your ability to safely and durably perform the inherent requirements of the job. In signing this Position Description the employee confirms that he /she had notified ERLC in writing of any pre-existing injury/illness that may be affected by the inherent requirements of this position. Failure to disclose relevant information in regard to a pre-existing injury/illness that might be affected by the nature of the proposed employment could result in that injury/illness not being eligible for future compensation claims. [see section 82(8) of the Accident Compensation Act 1985]. 17. Equal Opportunity Employer ERLC is an Equal Opportunity Employer and has a commitment to every employee to provide an environment that is supportive, fair and free from discrimination of any kind and provides opportunities for employees to develop their skills. Page 4

5 18. Offer of Employment Prior to any offer of employment or appointment being made: 1. A standard Police Check will be conducted at the expense of the Corporation. An applicant will not automatically be precluded from the position on the basis of having a police record. Rather consideration will be given to the relevance of the offence in relation to the position. 2. A medical examination may be conducted at the request and expense of the Corporation to determine the employee s capacity to meet the ongoing physical requirements of the role. Probationary Period An initial six (6) month Probationary Period will apply to the position. While ERLC will make every effort to achieve a successful outcome to the Probationary Period through constant feedback, ERLC reserves its rights not to appoint the employee to this role. The Probationary Period may be extended for a further period of six (6) months if in the opinion of ERLC this is required before considering the appointment of the employee to the role. 19. Declaration By signing this Position Description, I: Acknowledge that ERLC will collect and store (either in hard copy or electronically) information (including personal information) about me for employment purposes, including consideration of my employment application in the recruitment process. Confirm that I have notified ERLC in writing of any pre-existing injury/illness that may be affected by the inherent requirements of this position. Consent to personal information being maintained for employment purposes in accordance with privacy laws (including possible future positions). Confirm that all information provided in my employment application is true and accurate. Accept the key responsibilities detailed in the Position Description. Signed by: Date: / / 20 Approved by: Corporate Manager Employee Relations Page 5