Senior Library and Customer Services Officer

We are East Gippsland Shire

East Gippsland is a natural playground with over 21,000 square km of land including ski fields, high country, nine national parks, two significant marine parks, Australia's largest navigable inland lake system and stunning coastlines included!

East Gippsland Shire Council is a large regional council covering 10% of Victoria. With a workforce of passionate, multiskilled community members, EGSC offers challenging and rewarding skills development and the ability to work with a range of teams across a range of locations.

A unique blend of nature, arts, culture, and recreational opportunities, East Gippsland Shire is a captivating destination for those looking to broaden their skills whilst enjoying an enviable lifestyle.

Located in the heart of Bairnsdale, the library is a vibrant community hub offering access to extensive collections, digital resources, and programs for all ages. It provides a welcoming space for learning, creativity, and connection, supporting lifelong education and cultural enrichment.

The Opportunity

As the Senior Library and Customer Services Officer, you will support the Library Coordinator in delivering high-quality library services across public spaces and mobile services. You will provide day-to-day leadership and guidance to staff, ensuring inclusive and consistent customer experiences, while working closely with the Programs & Community Engagement team to align operations and drive service improvements.

Key responsibilities include:

• Lead frontline library operations across public spaces and mobile services, ensuring consistent, high-quality customer experiences.
• Provide day-to-day leadership, coaching, and support to library staff, promoting an inclusive and service-focused culture.
• Coordinate daily workflows and presentation standards, including circulation, shelving, and floor readiness for a welcoming environment.
• Collaborate with the Programs & Community Engagement team to align front-of-house and back-of-house activities for seamless service delivery.
• Identify and implement service improvements, contributing to planning, reporting, and continuous enhancement of processes and customer experience.

What we're looking for:

• Proven experience delivering high-quality customer service in a public-facing or community environment.
• Demonstrated ability to lead, support and motivate staff to maintain consistent service standards.
• Strong knowledge of library, community or customer service operations, including use of digital systems and technology.
• Strong problem-solving and communication skills, with the ability to resolve customer issues professionally and confidently.
• Ability to plan, organise and improve daily work practices in a dynamic, multi-service environment.

Why you'll love EGSC:

Work-Life Balance:

• Option to purchase additional leave
• Extra time off over Christmas
• Discounted memberships to our Recreation Centres

Competitive Salaries:

• Annual leave loading paid as a lump sum in December!
• Banded salaries with built in yearly increases!

A Supportive environment:

• 17 weeks paid parental leave pro rata
• Additional special leave available for chronic health conditions and other special needs
• Learning and Development team to keep your skills up to date and give you the opportunity to develop your career!
• Employee Assistance Program offering counselling support when you need it
• Staff consultative committee - management consult staff on big decisions

Does this sound like the role for you? Apply now!

To apply, please upload:

• Your resume, including 2 references
• A cover letter, explaining why you're interested in the position and the skills you will bring to the role
• A statement responding to each of the Key Selection Criteria in the Position Description

Questions? Contact Patrick McNamara, Manager Customer Experience on 03 5153 9500

Applications close at 11:45pm on 16 September 2026

East Gippsland Shire Council is committed to being a diverse and inclusive organisation that supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islander people, people who identify as LGBTIQA+, gender diverse people, religiously, culturally and linguistically diverse people and people of any age.

East Gippsland Shire Council is committed to upholding the Child Safe Standards and has a zero tolerance for child abuse and harm. To uphold these standards a valid working with children check is required to be held for applicable positions.