Senior Client Services Officer

at  The Department of Parliamentary Services

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

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
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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.

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.