Officer Libraries (Client Services)

• A varied and challenging role, the successful applicant plays a key role in overseeing the operation of the customer service area at the Gympie Library and the Home Library Service.
• Competitive annual salary commencing at $82,559, plus up to 14% superannuation
• Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.

About the Region

Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast.  Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm.  Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history.  Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally. 

For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.

 Officer Libraries (Client Services)

Remuneration: Annual salary commencing at $82,559, plus up to 14% superannuation

Closing Date: Wednesday 28th January 2026 at 11.00pm AEST

No late applications will be accepted.  Only applications received via Council's online application system will be considered. Unsolicited applications from agencies will not be considered. 

Role Overview

This role delivers high-quality, professional customer service to the community and contributes to a welcoming and inclusive library environment.  The position plays a key role in overseeing the operation of the customer service area at the Gympie Library and the Home Library Service.  This role is involved in the completion of more complex customer requests or enquiries and provides an escalation point and support for library staff.

 Essential Knowledge & Skills: 

• A tertiary qualification in Library and Information Sciences (or ability and commitment to obtain) and eligibility for Library Technician membership of the Australian Library and Information Association (ALIA). Consideration will be given to applicants with tertiary qualifications in a related discipline.
• Ability to deliver welcoming, inclusive and responsive service to a diverse community of library users as part of a proactive team.
• Strong understanding of library service operations, equity of access and user-centered service delivery, along with the ability to promote and cross-promote library programs, services, and events during daily customer interactions.
• Demonstrated experience managing escalated customer concerns, behavioural issues, or complex enquiries in a calm and respectful manner.
• Ability to de-escalate challenging situations, apply library policies consistently, and make sound decisions while maintaining a positive user experience.
• Ability to remain resilient and professional in busy public-facing environments, demonstrate effective communication skills and manage multiple priorities.
• Demonstrated experience in cash handling processes.
• Ability to manage large groups of customers when delivering library programs including children’s literacy activities, digital literacy training and workshops as required.
• Queensland ‘C’ Class driver’s licence or above that is current and maintained.
• Working with children check – Blue Card or ability to obtain a Blue Card.

Essential Requirements: 

• Oversee the operation of the customer services area, in consultation with the Client Services Librarian.
• Deliver high-quality, inclusive customer service to library users, ensuring a welcoming and supportive environment for the community.
• Ensure that the community receives a positive customer service experience at our libraries, undertaking customer service duties as rostered, providing readers’ advice, technology help, promotional activities and assisting customers to use the library.
• Liaise with supervisors, internal teams, and relevant stakeholders to resolve escalated matters and contribute to consistent service delivery.
• Undertake accurate and timely receipting of Library payments and banking reconciliation in accordance with policies and procedures.
• Enable social inclusion by raising awareness, increasing access and delivering a Home Library Service for vulnerable members of the community with the support of Library volunteers. 
• Respectfully and professionally contribute to the Client Services team culture, receive feedback, support peers and identify customer service improvement initiatives.
• Promote and deliver a range of programs to fulfil the community’s needs including children’s activities, technology sessions and community workshops.
• Participate in reviews of branch library processes and procedures to ensure a continuous improvement focusing on customer service.

Position Description

For a full position description containing essential and desirable criteria, please click here. 

Who to Contact

For information regarding the requirements of this role, please contact Council's Coordinator Library Services, Rachel Lethem on 07-5481 0850 or email rachel.lethem@gympie.qld.gov.au

For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on 07-5481 0971 or email sue.rossi@gympie.qld.gov.au

What we offer?

• Nine-day fortnight
• Access to employee health and well-being programs
• Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate
• Long service leave after seven years
• Generous superannuation scheme of up to 14 per cent
• Access to salary sacrificing and salary packaging arrangements
• Employee assistance program offering free confidential counselling services for employees and their families.

Our Values

• Accountability
• Communication
• Customer Service Focused
• Integrity
• Teamwork and Collaboration

For a full explanation of our values please click here.  You will be assessed on your understanding of these values and how you have applied values such as these in your previous employment.

Our Process

Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police.

Keen to apply? -  Simply follow the instructions below:

1) Download and review the position description above
2) Complete the information below as requested using your personal email. 
3) Click 'APPLY'
4) Attach your resume, covering letter and a single document containing copies of your qualifications, licences or tickets as applicable.
5) Click 'NEXT' and 'CONFIRM'

Please note before continuing: It is advisable that you prepare your responses in a separate word or text document, saving your work as you go and that you then copy and paste this prepared information in the form before completing the application process. Please keep your responses to a maximum 300 words for each question.

Applications close on Wednesday 28th January 2026 at 11.00pm AEST. No late applications will be accepted. Only applications received via Council's online application system will be considered.

Gympie Regional Council is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.