Trove Community Services

at  National Library of Australia

APS 4 - LIAISON SERVICES OFFICER, TROVE COMMUNITY SERVICES

• Ongoing opportunity to work for a beloved online cultural platform at one of Australia’s leading cultural institutions.
• Apply your customer service and communication skills to understand and support Trove’s large online community of users.
• Use your strong interpersonal skills to liaise with internal and external stakeholders.
  The Library is seeking to fill an ongoing Liaison Services Officer, Trove Community Services (APS 4) role in the Collaboration Branch.

We are seeking a highly motivated person with strong customer service skills and experience. You will engage directly with people who use the Trove platform from all walks of life across Australia and advocate for their needs. You will respond to enquiries about using the Trove system and contribute to the development of help and training materials. You will also contribute to user research, reporting and performance metrics and provide information that will help maintain the platform.
The role will liaise across the Collaboration Branch and wider National Library.

To see you succeed in this role it is desirable that you have experience in:

• customer service and stakeholder communications for diverse user communities
• providing clear and differentiated support for online services
• creating help and training materials