About the role
The City of Parramatta is going through unprecedented change and transformation as we grow and transform into a Global City. The intensity of growth and investment in the City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City's future and ensure it is culturally, socially, environmentally, and economically sustainable.
This position is responsible for delivering exceptional customer experiences to achieve Council's strategic objectives and vision for the City of Parramatta as Sydney's Central City. The Library Officer contributes to positive customer experience by actively providing service delivery by working as a team member and communicating effectively with customers. Council's library services are delivered across a network of 7 Libraries including Phive the community, cultural and civic heart of Parramatta Square. Libraries are open across a wide spread of hours including 7‑days a week at some sites. This customer experience is available to everyone who lives, works, studies, visits and plays in our City. Parramatta Square. Phive operates 7‑days a week and offers this customer experience to everyone who lives, works, studies, visits and plays in our City. The Library Officer will work as part of a team and is responsible for delivering high quality day‑to‑day customer experience services, plans and programs, and use every customer interaction as an opportunity to build positive connections with the City of Parramatta.
On a daily basis you will:
* Provide a proactive roving or floor walking approach to providing customer service and taking personal responsibility to ensure that all customers receive a positive customer experience by providing consistent service based on a high level of knowledge of the Library's services, collections and programs, including acting as 'officer in charge' as required may be responsible for the security of the library in the absence of the Designated supervisor.
* Proactively deliver core customer service competencies for Council as part of the Customer Experience Team, to provide memorable and exceptional experiences for customers – refer to Phive Customer Service Competencies Framework.
* Ensure that each customer receives a positive customer experience in line with the Customer Service Charter and the Library's Customer Care Standards.
* Be responsible for providing day‑to‑day services to enhance community access to and enjoyment of the Library.
* Deliver high quality, customer focused services and programs to customers in a self‑serve environment within the framework of the Library's customer service model to maximise the customer's experience.
* Provide specialised general and in‑depth reference, research, and referral services to assist customers in locating and obtaining information.
* Support customers in the efficient use of the Library's ICT services and facilities, including the Library range of mobile device apps to enhance the technology, information and literacy skills of our customers.
* Deliver early literacy programs to children and digital literacy programs to adults, including assisting customers and staff in the use of new technologies, one‑to‑one and in small groups.
* Seek opportunities to actively engage with customers to promote the Library's services, collections and programs that may be of interest to them.
* Perform a range of general library duties, including, but not limited to, shelving, tidying, retrieving reservations and maintenance of library collections, including providing support services for collection management including de‑selection and deletions.
* Ensure customer service areas are neat and tidy and provide a welcoming environment for library customers.
* Contribute to development, production, and maintenance of relevant procedure manuals. Other relevant Library duties.
About you
The successful candidate should have previous experience.
You will also bring:
Experience
* Operational library and/or customer service experience, with a proven track record of achieving objectives.
* Experience in providing a range of library or targeted customer programs.
Qualification
* Completion of an Australian Library and Information Association (ALIA) accredited Course. or (eligible membership of ALIA) and relevant experience)
* Working with Children Check.
* Criminal History Check
Skills
* Demonstrated customer service skills, with exceptional ability to deliver memorable experiences.
* Well‑developed ability to communicate and, build relationships and influence others with an engaging approach and technique.
* Demonstrated verbal communication, literacy and numeracy skills
* Proven ability to think and act quickly and in a professional manner to resolve any issues that customers might have.
* Ability to perform well under pressure during busy periods.
* Well‑developed planning, organisation and time management skills, including the ability to meet tight deadlines and balance competing priorities
* Well‑developed conflict resolution skills, with a focus on de‑escalation and win‑win outcomes.
* Well‑developed PC literacy, including skills with mobile technologies and basic technology trouble shooting skills.
* Proven ability to work co‑operatively as part of a team in a customer service environment.
What's on offer
We are offering an attractive remuneration from $78,199.90 to $86,118.28 plus 12% superannuation.
In addition City of Parramatta also offer excellent employee benefits which include:
* 14 weeks paid parental leave
* Access to Long Service Leave after 5 years
* Central Parramatta location (Public transport at our door, discounted parking)
* Significant leave benefits (up to 12 days flexi‑time, 3 additional leave days at Christmas, 15 days sick/personal leave, 2 days health and wellbeing leave per year)
* Learning and development opportunities
* Health and Wellbeing programs (Fitness Passport, flu shots, etc.)
Want to know more?
Further information regarding the requirements of this role can be found in the attached Position Description.
Review our Values Flyer which outlines Council's core values and behaviours.
Alternatively for a confidential discussion please contact Domenica Mirarchi on 4*** or *********@cityofparramatta.nsw.gov.au
How to apply
Candidates MUST apply online.
Please attach a Cover Letter addressing the requirements of this role, including answering the following: demonstration of the Qualifications, Skills and Experience within the position description.
Applications close 9pm, Friday, 12, December 2025 and will not be accepted through any other medium.
Prohibited persons as defined under the NSW Child Protection Act are not eligible to apply. A copy of a valid Working with Children Clearance must be presented at Interview.
This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection.
The City of Parramatta supports a Drug and Alcohol‑free working environment and employees may be subject to random testing as a result.
Inclusion, Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all ages, people with disability, Aboriginal and Torres Strait Islander Peoples, women, ADF veterans, LGBTIQA+ and other culturally diverse groups. We are committed to making reasonable adjustments to provide a positive, barrier‑free recruitment process and supportive workplace.
Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.
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