• 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

Ko wai mātau | About us

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?

Mō tēnei tūranga mahi | About this role

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.

Ngā whaipainga |Our values

• We're always learning and improving - Toitū te Taumata
• We're passionate and proud - Toitū te Mauri Ora
• We work as one team - Toitū te Mahi Tahi
• We put people at the heart of everything we do - Toitū te Tangata
• We care about our environment - Toitū te Taiao

Me pēhea te tono mai | How to apply

If you're ready to inspire, connect, and contribute to a thriving community, we'd love to hear from you! Apply online by submitting your CV and a cover letter telling us why this role excites you.

If you would like to discuss this opportunity further, please phone 07 306 0509 to speak with Bonnie Mager, Manager Library Experience.