Customer Service and Security Concierge

• Permanent Part Time - 2.5 days a week
• $87,550 to $98,541 pro rata 12% superannuation
• Southbank Library Location
• 3 Positions available!

Three permanent part-time positions are available, each with a different roster. Please ensure you are available to work one of the following schedules:

Position 1

• Mon, Tue: 9.45am to 3.15pm
• Wed: 9.45am to 2.45pm
• Sat: 9.45am to 1.15pm (Weeks 1 & 3)

Position 2

• Mon: 12.15pm to 7.15pm
• Tue: 1.15pm to 6.15pm
• Thu: 9.45am to 2.45pm
• Sat: 9.45am to 1.15pm (Week 3)

Position 3

• Wed: 11.45am to 6.15pm
• Thu: 1.15pm to 6.15pm
• Fri: 12.45pm to 6.15pm
• Sat: 9.45am to 1.15pm (Weeks 2 & 4)

About the role

We're looking for customer-focused, community-minded professionals to join our Libraries team as Customer Service & Security Concierges at Southbank Library.

In this unique role, you'll combine exceptional customer service with a proactive approach to safety and security, helping create a welcoming, inclusive and safe environment for everyone who visits our library. You'll be the first point of contact for customers, assisting with enquiries, supporting access to library services and technology, and responding calmly and confidently to a range of situations.

Working within one of Melbourne's busiest and most diverse community spaces, you'll engage with library visitors from all backgrounds, including people experiencing vulnerability, and contribute to a positive experience for all.

A little more about the role

• Deliver outstanding customer service by welcoming visitors and assisting with enquiries, library services and technology support.
• Actively promote and maintain a safe, secure and inclusive environment through regular facility monitoring and proactive engagement with library users.
• Apply conflict resolution and de-escalation techniques to support positive outcomes and respond appropriately to challenging behaviour.
• Support library operations including circulation services, shelving, collection presentation and branch administration.
• Participate in emergency response activities, including evacuation procedures, warden responsibilities and First Aid duties.

Why join Team Melbourne?

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it’s your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

About you

You are a confident and approachable customer service professional who enjoys working with people from all walks of life. You remain calm under pressure, communicate effectively, and have a genuine commitment to fostering safe and welcoming community spaces.

You bring empathy, sound judgement and a proactive approach to managing challenging situations, with a focus on maintaining positive customer experiences.

What your experience might look like - Key Selection Criteria 

• Demonstrated experience delivering high-quality customer service in a busy public-facing environment.
• Ability to identify, assess and respond to safety and security concerns, including managing challenging behaviour and conflict situations.
• Strong communication and interpersonal skills, with the ability to engage positively with a diverse community.
• Relevant qualifications and/or experience in customer service, libraries, security, community services or a related field.
• Valid Victorian Private Security Licence, or willingness and ability to obtain one within an agreed timeframe.
• Sound digital literacy and administrative skills, with the ability to navigate multiple systems and technologies.
• Ability to work independently, manage competing priorities and contribute positively as part of a team.

Benefits of working with us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.

How to apply

We'd love to hear how you can make an impact in this role! As part of your application, you will be required to:

• Attach your updated resume
• Include a cover letter (max one page) outlining your relevant experience and which position (1,2 or 3) you are applying for.

Submit your application no later than 11:45pm on Tuesday, August 11, 2026.

A few important things to note – don’t miss out!

• Applications must be submitted online. Unfortunately, we can’t accept applications via email, so please be sure to apply through the official job link provided.
• Apply early! This role may close sooner than the listed closing date if we find the right candidate — so don’t wait to get your application in.
• We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and a Working with Children Check.

Need more info?

Refer to the position description below or contact Catie Maher – Library Branch & Facilities Team Leader, ***********@melbourne.vic.gov.au

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.

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