Client Services Officer

Location
Hobart, Tasmania, Australia
Salary
$59,137 to $ 63,569
Posted
17 Nov 2016
End of advertisement period
30 Nov 2016
Ref
1069
Contract Type
Permanent
Hours
Part Time
Client Services Officer support University staff and student access to Library and Student Services information resources and services. The positions work in teams that serve as the initial contact for all enquires at the Client Services Desk in a range of forms including face-to-face, phone-based, via email and/or CRM, respond to requests for loans and documents from clients using services on-site and externally, produce ID cards, process Library materials to support learning and teaching, assist in maintaining the Library’s collections, and assist in providing a safe and welcoming environment. The position resolves queries that can be answered by consulting available systems and documentation, and guide Client Services Assistants in resolving more complex queries.

In the role you will:

  • Provide a welcoming environment and respond professionally and effectively to tier 1 and more complex enquiries and appointments, payment processing, ID card. Resolve more complex enquiries by liaising with relevant sections of the University including Library, Student Experience, Student Operations, Faculty/Institute, or other University staff; or escalate more complex enquiries to the Senior Client Service Officer.
  • Manage a designated day to day Library or SSIC location, including: office and circulation equipment, furniture, minor works, cleaning issues, security, daily use of space, daily mail processes, receipt of submitted forms and documents, and maintaining information screens and displays, in consultation with the Senior Client Service Officers.
  • Use information-seeking and retrieval skills to assist clients, both on and off campus, to access the information and services they need, including the use of the CRM Knowledge Base, eApplications and eStudent to answer administrative and student experience questions across the student lifecycle from Admissions to Graduation including assisting students with the use of Library DIY services and systems, and basic IT enquiries.
  • Undertake key SSIC activities including: providing administrative support for the state-wide Ready for Uni Program, including, coordinating provision of ID cards, and maintenance of supplies and equipment. Administer payments, including; EFTPOS and daily financial reporting.
  • Use information-seeking and retrieval skills to assist clients, both on and off campus, to access the information and services they need, including the use of the CRM Knowledge Base, eApplications and eStudent to answer administrative and student experience questions across the student lifecycle from Admissions to Graduation including assisting students with the use of Library DIY services and systems, and basic IT enquiries.

You will be employed on a part-time, ongoing basis.

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To be considered, you will have:

  • Completion of a Certificate III in Administration with extensive relevant work experience, or completion of the Library/Information Services Diploma with relevant experience.
  • Demonstrated experience and ability to operate a service point, with a commitment to providing a high level of customer service, preferably within a tertiary education institution or similar organisation.
  • Excellent web-based skills, and experience in using and retrieving information from: library applications and systems, CRMs, email, internet, spreadsheet, database and desktop publishing software, and a basic understanding of IT issues that affect students and staff.
  • Excellent verbal, written and interpersonal skills, and the ability to communicate effectively and professionally with a diverse range of people and organisations. Demonstrated organisational skills, and the ability to prioritise tasks, meet deadlines, and refer to relevant staff where appropriate
  • Proven high level problem solving skills, and an ability to use discretion, initiative and judgement, particularly when dealing with matters of a confidential nature.
Appointment to this role will be at HEO 4 and will have a total remuneration package of up to $74,376 comprising base salary within the range of $59,137 to $ 63,569 (pro-rata) plus 17% superannuation.

For further information about this position please contact Adrian Reader, Deputy Head, Student Services and Information Centre, Adrian.Reader@utas.edu.au / 03 6226 8583.

**Please note, your application must as a minimum include your resume, a cover letter and your responses to the position/selection criteria. The position description for this role is available on the University of Tasmania website.

Applications close Wednesday, 30 November 2016.