Visitor Experience Coordinator (005682 and 005683)

We are a diverse and inclusive workplace that understands the importance of flexibility. Talk to us about what flexibility may look like for you.

Period of Appointment

Appointment to the role is on a fixed term flexible basis (up to 73.5 hours per fortnight) for 18 months.

There are two positions available working the following days:

One working Sunday to Thursday and the other is Tuesday to Saturday.

Applicants are required to put in their application what their preference of working days is.

Duties

• Coordinate and oversee the day–to–day public-facing operations of the Museum and galleries.
• Ensure the delivery of exceptional and professional customer service across various TMAG programs, exhibitions, shop and operations to ensure a consistent and first-rate experience.
• Provide leadership, guidance and appropriate coaching to a diverse team of Visitor Experience Officers, ensuring they are equipped with the knowledge and skills to fulfil their role as a high-performing team.
• Undertake operational processes and procedures to support smooth, safe and efficient delivery of day-to-day operations, including but not limited to rostering and time sheet management, front-facing site management, stock and merchandise identification and purchasing, visitor services, team training, contractor management, data collection and reporting, cash handling, invoicing and reconciliations, and cross-department communication.
• Coordinate the ongoing performance management of the team of Visitor Experience Officers, including carrying out performance reviews, setting objectives, providing timely feedback, and implementing development plans where appropriate.
• Assist in development and implementation of strategy, systems and processes, and engagement initiatives to improve operations, strengthen audience/ visitor engagement, and grow earned revenue.
• Work closely with the Visitor Experience Manager to develop and implement engagement initiatives to strengthen audience/ visitor engagement including visitor centric approaches, audience research, tourism engagement and outreach. 
• Deliver staff training to develop the team’s abilities and creating an environment of continual growth and development.
• Take responsibility for staff training in retail operations in the shop, including processing sales using point-of-service systems (including online transactions), TMAG shop visual merchandising, Stock orders, cash handling, and general shop maintenance.
• Work closely with the Visitor Experience Manager to coordinate all aspects of the TMAG shop (in-store and online) including merchandise, distribution of catalogues and merchandise, maintain stock and records for sales, ensure the point of sale (POS) system is maintained and operating.
• Collaborate with the broader Museum team to drive sales, manage inventory and optimize retail space.
• Ensure smooth delivery of both internal and external venue hire events including timely room set up/ pack down and logistics, appropriate client liaison, and risk management to ensure excellent event delivery.
• Accurately collect and report data and feedback relating audience engagement and outreach to assist measuring success of initiatives.

Desirable Requirements

• A current First Aid qualification from a recognised provider or ability to obtain a First Aid qualification within the first three (3) months of commencing employment.
• Current driver licence.

Pre-employment Requirements

The Head of the State Service has determined that the person nominated for this role is to satisfy a pre-employment check before taking up the appointment, promotion or transfer.  The following checks are to be conducted.

Conviction check in the follow conviction area:

• crimes involving dishonesty.

Download the Statement of Duties and Associated Documents

 Visitor Experience Coordinator.docx