Customer Experience Assistant - Library

Whakatane District Council; Auckland; Hybrid; NZD 28,000 - 34,000; Part time

Job summary

Whakatāne District Council is seeking a Customer Experience Assistant to be the welcoming face of our libraries. You will help people access library services, use technology, and find information in a busy, public environment.

This role offers Saturday shifts with potential for additional hours to cover leave across Whakatāne and Edgecumbe Libraries. We value empathy, calm under pressure, and a friendly approach to diverse communities.

Qualifications

• Experience in customer-facing roles and a passion for helping others.
• Able to work weekend shifts, especially Saturdays.
• Strong communication and problem-solving skills.
• Comfort with learning and using digital tools.

Responsibilities

• Welcome library visitors and provide friendly, helpful service at the front desk.
• Assist customers with using technology and accessing library resources.
• Resolve enquiries and connect people with information and support.
• Support diverse community needs with empathy and professionalism.
• Balance competing demands in a busy public environment.

Skills

Customer service

Communication skills

Empathy

Resilience

Digital tools

Teamwork

Job description

See below the role, outlining the responsibilities and skills we are looking for, for this vacancy.

Whakatane, New Zealand

Reference: 6932498

• Help people build confidence, skills and independence in an increasingly digital world
• Combine great customer service with technology, learning and community impact
• Be part of a team creating innovative and inclusive library experiences

The people at Whakatāne District Council love what we do because we do it for others, and that feels good. We work hard and we know it's important to stop and play too. We're on a learning journey because we know we can always do better, and we know we're better together. Will you come on that journey with us?

Do you enjoy helping people, thrive in a busy customer-focused environment, and take pride in providing outstanding service?

As a Customer Experience Assistant, you'll be the welcoming face of our libraries, helping people from all walks of life access library services, resources and spaces. Whether you're assisting customers at the front desk, helping someone use technology, resolving an enquiry, or connecting people with the information and support they need, you'll play an important role in creating a positive and inclusive customer experience.

Our libraries serve a diverse community, and no two days are the same. You'll support everyone from enthusiastic library users and families through to people facing significant life challenges. Success in this role requires empathy, resilience and the ability to remain calm and professional while managing complex customer situations and competing demands in a busy public environment.

This role is minimum 4 hours per week, primarily based on Saturdays at Whakatāne Library, making it ideal for someone seeking regular weekend work. There may also be opportunities to pick up additional shifts during the week to provide leave cover and operational support across Whakatāne and Edgecumbe Library.

Ko wai koe | About you

You're a confident and approachable people-person who genuinely enjoys helping others. You have excellent customer service skills, remain calm under pressure, and know how to build positive relationships with a wide range of people.

You’ll bring:

• Outstanding customer service skills and a genuine commitment to helping people.
• Experience working in a busy customer-facing environment such as retail, hospitality, tourism, banking, customer service or a similar frontline role.
• Strong communication skills and the ability to engage positively with people from diverse backgrounds and circumstances.
• The confidence and resilience to manage difficult conversations, set clear boundaries and professionally de-escalate challenging situations.
• Empathy, patience and a non-judgemental approach when supporting people experiencing social, economic, health or personal challenges.
• Sound problem-solving skills and the ability to remain calm while balancing multiple customer needs and priorities.
• Confidence learning and using technology, and the ability to help others use digital tools and services.
• Strong teamwork skills and a willingness to contribute wherever needed.
• A positive attitude, good judgement and the ability to work effectively in a fast-paced public environment.

Experience in libraries is not essential. We're looking for someone with the right attitude, resilience and customer service mindset who can make every person feel welcome, respected and valued, regardless of their circumstances.

• We're always learning and improving - Toitū te Taumata
• We're passionate and proud - Toitū te Mauri Ora
• We put people at the heart of everything we do - Toitū te Tangata

Discover the benefits – Whāia ngā hua

What’s in it for you? Read more about how we value our staff, and the cherries on top.

If you need any questions answered, please feel free to send us an email. We’d be more than happy to help!