Coordinator, Library Concierge

Description:

The Coordinator, Library Concierge, coordinates the Library Concierge to deliver a high-level customer service patron experience for enquiry services across the 4 physical Libraries in the provision of directional help, referral to other Library and RMIT services, and basic help with on-site patron needs. The Coordinator, Library Concierge works closely with the Coordinator, Information Services, (Learning) to deliver exceptional patron help services, and the Coordinator, Library Spaces to ensure physical sites support patron needs. Library Concierge staff also support the Library Collections team with circulation, on-site scanning, and collection projects (such as weeding and stock take).

Reporting to the Senior Coordinator, Library Concierge and Peer Mentoring the role works collaboratively across the Library to identify innovations and improvement ideas and translate these to the concierge service model. The role supports projects and programs of work from other portfolios relating to Library services, including support of the Library Customer Experience team.

The role is required to work across all Library sites (Melbourne CBD, Bundoora, and Brunswick) on projects and programs of work.

To be successful in this position, you’ll have:

• Excellent interpersonal skills, especially the ability to work collaboratively and cooperatively influence and negotiate with stakeholders, key partners, and service providers.

• Demonstrated ability to work tactically and with agility to deliver long term goals and project deliverables.

• Demonstrated experience managing a customer service team especially in a library environment.

• Demonstrated project management experience showing successful and timely delivery of outcomes.

• Demonstrated ability to lead a team in an environment of constant change to contribute to ongoing organisational improvement.

• Demonstrated focus on the customer user experience (CX)