The Visitor Experience Coordinator works as part of a collaborative team of Visitor Experience Coordinators to oversee the delivery of consistent day to day operations while leading the visitor experience team in the efficient delivery of visitor services including retail, events and venue hire. The visitor Experience coordinators are expected to work on weekends and public holidays as required. Some evening work may be required.
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
Visitor Experience Coordinator.pdf
