About the role:
The primary purpose of this role is to supervise the day-to-day operations of the Customer Service functions for the Australian Museum (AM). The role is responsible for overall staff management of the Customer Service teams and is the first point of contact for the escalation of any issues that arise during admissions processes. The Customer Service Team Leader implements agreed ticketing strategies for exhibitions and ensures that all visitor and financial information is accurately recorded and communicated.
As the Customer Service Team Leader you will:
- Manage Customer Service activities efficiently and effectively in accordance with strategic objectives and the highest standards of customer service.
- Implement effective customer service plans and strategies, rosters, control daily operational requirements and set and allocate work priorities.
- Coordinate the on-going gathering of information about exhibitions and public programs at the AM and other Sydney tourist attractions and ensure the team provides this information accurately to visitors.
- Investigate customer complaints pertaining to Customer Service, remedy problems encountered and prepare related correspondence as required.
- Manage the AM’s Admissions System, ensure that the reporting and analysis of visitor statistics is carried out with a high degree of accuracy and timeliness and develop strategies to accommodate the varying nature of visitation levels.
- Manage the annual team budgets and monitor expenditure and cash flow throughout the financial year.
- Assist the Manager Retail, Venues & Commercial, by providing input to tenders, Corporate Strategic Plan, policies and budgets.
- Ensure the safety of all visitors at all times including evacuation procedures.
About us:
The Australian Museum (AM) was founded in 1827 and is the first museum in Australia. We provide access, engagement and scientific research to increase understanding of natural history and culture, particularly of the Australasian region. Holding more than 18 million objects of biological, geological and cultural collections, we develop programs, exhibitions and school and community education initiatives onsite, online and offsite.
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