Library Customer Experience Officer

• 26 days’ annual leave, including 1 for your birthday
• 12-month max term contract based in Adelaide or Gold Cost - Part time 4 days a week
• Flexibility – Hybrid working model - work from home and the office each week
• We value a positive and supportive work environment

Role

We’re looking for a proactive, digitally confident Library Customer Experience Officer to join our team at Kaplan. Based in either Adelaide or the Gold Coast, this role is ideal for someone who’s passionate about student experience and is comfortable using digital platforms to support learning.

You’ll play a vital role in helping students and faculty access and navigate Kaplan’s fully online library, run engaging webinars, promote digital resources, and support enquiries—all while contributing to a positive and student-focused library environment.

This is a unique opportunity to make a meaningful impact in a small, supportive team with flexible hybrid working arrangements.

Responsibilities

• Serve as the first point of contact for library-related enquiries (via email, Zoom, or in person).
• Deliver online workshops, webinars, and support sessions for students and academic staff.
• Maintain and update the library website, digital resources, and help content.
• Respond to student and faculty issues, including login support and research assistance.
• Collaborate with staff to update subject resource lists and improve access.
• Promote library events, tools, and digital resources through engaging communications.
• Use initiative to follow established processes and resolve common issues independently.
• Contribute to ongoing library projects and service improvements.

Requirements

Essential:

• Strong customer service and communication skills — confident engaging with diverse users.
• Comfortable hosting webinars or digital help sessions.
• Quick to learn new systems and tools (e.g., Zoom, Outlook, internal platforms).
• Able to work independently and follow structured processes.
• Positive attitude, adaptable, and team-oriented.

Desirable:

• Experience in a library, education, or student services role.
• Familiarity with digital library platforms or Learning Management Systems.
• Understanding of copyright practices and academic research support.

Applications close 15^th April 2025

About Us

Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.  

#LI-DF1