Senior Client Services Officer
Job Details
Job Title: Senior Client Services Officer
Employment Type: Ongoing/Non-Ongoing
Classification: Parliamentary Service Level 5
Closing Date: 11:30pm AEDT, 10 February 2025
Contact: Joseph Ayoub, (02) 6277 2512, joseph.ayoub@aph.gov.au
The Opportunity
The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 5 Senior Client Services Officer.
The Parliamentary Library serves parliamentarians and their staff through the provision of:
- confidential analysis and advice, and publications on key issues
- tailored library and information services and
- comprehensive news and media monitoring.
The Client Relations team delivers personalised outreach and training for parliamentarians and their staff to promote the use of library services and products. The team also provides front of house services (in person, online and by phone) to fulfill clients’ information needs and connect them with subject experts and librarians in other branches of the library. Take a look at our services to see just how much we do: aph.gov.au/library
As the Senior Client Servies Officer you will welcome and onboard new clients and provide general and tailored training on library service and products. You will provide front of house information services and allocate client requests as part of a regular roster. Supported by the Client Services Manager and Director, you will build a strong network of relationships with parliamentarians’ offices, including occasional travel to interstate electorate offices.
You’ll be a strong communicator who fosters relationships and is dedicated to client service excellence. You will investigate and meet clients’ needs, confidently promoting our products and services to make their working lives easier. You will demonstrate sound judgement and impartiality, and work flexibly in a highly collaborative team.
This role is an exciting opportunity to be part of a prestigious national library and research service. You will work directly with parliamentarians and staff to meet their information and training needs and support their parliamentary and representational duties.
Who we are looking for
The Senior Client Services Officer will:
- have experience providing client services (preferably information or research services, or client training)
- have strong written and oral communication skills which they use to make clients and colleagues feel understood and valued
- be a relationship builder with excellent stakeholder engagement
- be highly organised, rearrange priorities and meet deadlines under limited supervision
- possess sound judgement and an understanding of the parliamentary and political environment
Job Specific Requirements:
- Ability to perform overtime shifts (5 pm to 8 pm) during parliamentary sitting weeks.
- Ability to undertake interstate travel to electorate offices (Driver’s License preferable).
- Experience delivering training to clients and/or providing information or research services and/or a recognised library and information qualification is well regarded
- The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.
At DPS, we acknowledge the value diversity brings. We are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We welcome applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.
Duty Statement
Classification: Parliamentary Service Level 5
Branch: N/A
Section: Central Enquiry Point
Immediate supervisor: Client Services Manager
Under limited/general direction undertake duties in accordance with the agreed standards for the Parliamentary Service Level 5 classification. The duties will include, but are not limited to, the following:
1. Contribute to the delivery of a structured program of outreach and training for parliamentarians and their staff (online and in person) to promote the use of library services and products by:
a. coordinating the welcome and onboarding of new clients
b. providing general and tailored training to library clients and
c. acting as a relationship manager for library clients, developing strong working relationships with offices, proactively investigating their requirements, and work collaboratively with Library colleagues.
2. Contribute to the delivery of the Library’s front of house services by:
a. providing general assistance and support to Library clients (in person, online and by phone)
b. monitoring, allocating and responding to loan, reference and research requests and
c. assisting with circulation, document delivery and inter-library loans.
d. Supporting the Director, Client Services and Engagement, including by training staff, acting as an escalation point for lower-level staff, problem solving and seeking advice as necessary
3. Deliver high-quality information services for clients and internal stakeholders by undertaking moderate to complex research tasks (identification, retrieval, analysis and synthesis of information).
4. Contribute to corporate activities, including providing support to the senior officers in the Parliamentary Library and perform other duties as directed.
Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.
How to apply
Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.
Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.
Our purpose and values
We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace.
Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.
What we can offer
Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:
• access to flexible work arrangements
• ongoing opportunities to learn and develop new capabilities
• a competitive remuneration package
• free secure underground parking
• free gym membership and access to recreational facilities
• on-site childcare, banking services, post office, value-for-money dining options and more.
Salary
Currently, the salary range for this position is $89,410 - $95,924 per annum.
Conditions of Employment
Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:
• Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen.
• Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
• Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.