Library Engagement Officer

Be challenged and imagine with us

Are you passionate about delivering outstanding frontline customer service?

Join the University Library team as a Library Engagement Officer and help create a welcoming, inclusive and responsive library experience through high quality in-person and online support to our diverse University community.

In this role, you’ll be rostered to work in busy service zones and learning spaces in our campus libraries across the Newcastle Precinct, supporting students, staff and visitors to access library services, resources, and spaces. The role suits someone who thrives in a fast-paced, customer-centred environment, enjoys variety, and brings a positive, flexible approach to their work.

In this role you will:

• Deliver friendly, consistent, and effective frontline customer service across physical and online service points.
• Assist clients with enquiries, library systems, digital resources, and technology, helping resolve issues or connecting them to specialist support.
• Support student engagement activities that foster belonging, wellbeing, and inclusion, including orientation, events, and exam support programs.
• Contribute to the day-to-day operation and presentation of library learning spaces, ensuring they are safe, welcoming, and technology-rich.

These continuing positions are full time and will be located across the Callaghan and NUspace Campuses (Awabakal land).

How will you inspire us?

You are someone who:

• Is passionate about delivering exceptional customer service and creating positive client experiences.
• Is comfortable working in a busy, evolving environment with changing priorities and a high volume of interactions.
• Communicates clearly and respectfully, and enjoys working as part of a supportive, collaborative team.
• Is flexible, adaptable, and open to change, with a proactive approach to problem-solving.
• Is confident using digital systems and technology, and enjoys helping others build their confidence.
• Values inclusion, equity and cultural awareness, and contributes to a respectful and welcoming workplace.

Why join us?

• An opportunity to work in a vibrant, student-focused library environment.
• A supportive team culture that values flexibility, collaboration, and continuous improvement.
• Ongoing employment with access to professional development opportunities.
• The chance to contribute directly to an excellent student and client experience.

What we offer

The remuneration for this position is Higher Education Worker Level 4 + 17% superannuation and is commensurate with skills and experience. 

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• 17% super and salary packaging.
• Additional University Holiday days, generous personal, life, and parental leave, annual leave loading, and additional purchased leave scheme.
• Discounts on private health insurance, gym memberships, software, travel and more.
• A range of support and wellbeing programs.

For more information on benefits and conditions, please follow this link.

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

The University of Newcastle Library is a vibrant hub supporting learning, teaching, and research. As part of the Resources Division, we’re committed to delivering exceptional student experiences and fostering inclusive, technology-rich environments. Our Client Services team leads the way in student engagement, proactive support, and continuous innovation. 

Your next steps

Important information before you apply:

• If viewing this on a job board other than the University's please click ‘Apply’ (or equivalent) to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

Your application:

Your application must include:

• Your resume.
• A cover letter outlining your motivation to apply for this opportunity.
• A statement addressing the below questions

1. Describe a time you delivered exceptional customer service in a busy or public‑facing environment. How did you identify the client’s needs, what actions did you take, and what was the outcome?
2. Working in the Library requires flexibility to respond to changing priorities, new situations, and diverse client needs. Please provide an example of how you have adapted your approach or way of working to meet changing demands.
3. This role involves managing multiple enquiries and tasks at once while maintaining a high standard of service. Tell us about a time you worked effectively in a fast‑paced environment. How did you prioritise your work and stay organised?

Please upload your Cover Letter and response to the requested Criteria as one PDF document. This document should not exceed 2 pages.

We value diversity and strive to ensure that our recruitment processes are equitable, inclusive, and barrier-free. If you require an alternative pathway to view the Position Description or to submit an application, please reach out to employment@newcastle.edu.au.

We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process.

Our assessment process

Typically candidates that progress beyond the shortlist stage can expect to undertake the following (minimum) assessment activities as part of the recruitment process:

• Interview (an ‘in person’ interview will be conducted as part of the process)
• Referee checks
• Pre-employment checks as appropriate to the role

Our University is committed to creating a safe, respectful, and inclusive environment for every member of our community. This commitment is central to our values and our efforts to build a diverse workforce where everyone can thrive.

As part of this, and in alignment with the National Higher Education Code to Prevent and Respond to Gender-Based Violence 2025, from 1 January 2026, the University will also consider gender-based violence risk factors as part of our recruitment processes.

The completion and return of the University’s Gender-based Violence Declaration Form will form part of the pre-employment checks for this position and any offer of employment will be conditional upon review by the University.

Our adherence to the Code is about more than compliance – it’s about living our values. Together, we can ensure our University remains a place where respect, safety, and inclusion are non-negotiable.

Contact Us

For specific position enquiries, please contact Lindsey Fratus, Manager, Client Services on (02) 4921 8627 or via email at lindsey.fratus@newcastle.edu.au

Having technical difficulties? Please reach out to us: employment@newcastle.edu.au Please note, we do not accept email applications.

Closing date: Tuesday 17 February 2026 at 11.59pm AEDT

We are excited to be Looking Ahead with you

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity, and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

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