The Commemoration and Visitor Engagement (CVE) Section is part of the Public Programs Branch. The Section delivers the Memorial’s visitor experience across commemorative, interpretive and visitor service platforms. The Section is comprised of four teams:
- Visitor Services
- Education
- Events & Ceremonies
- Last Post Ceremony
Team overview
The Visitor Services team currently comprises 23 full-time and over 40 casual positions, plus up to 100 voluntary guides. As the first point of contact for visitors to the Memorial, the team is committed to the provision and delivery of world-class service excellence 364 days a year. This commitment ensures the visitor experience is not only meaningful, but engaging, professional and memorable. The team plays a significant role in delivering ceremonial components of the daily Last Post Ceremony, but also assist with much larger ceremonies such as Anzac and Remembrance Day. Visitor Services staff are also pivotal in the provision of visitor emergency response within the Museum.
Who are we looking for?
To be successful in this role you will need to have an excellent work and customer service ethic, resilience (in a front of house rostered role), comprehensive judgment/problem solving skills and enjoy working in an ever-changing team environment. The role includes contact with older and contemporary veterans, their families and a diverse range of domestic and international visitors, as such, high-level empathy and self-awareness skills are also a necessity. Most importantly you will have a deep understanding of, and commitment to the purpose and charter of the Australian War Memorial. Over time you are expected to build and develop a sound understanding of Australian military history and museums so as to further enhance the visitor experience provided.
The key duties of the position include:
Under general direction you will be responsible for:
- Actively engaging visitors in a welcoming and friendly manner;
- Providing accurate and helpful information on all Memorial exhibitions, tours, displays, activities and amenities;
- Providing cloaking services and promoting the Memorial’s saleable items to visitors;
- The delivery of interactive, engaging and informative public programs;
- Assist with the delivery of ceremonial components of the daily Last Post Ceremony, Anzac Day, Remembrance Day and other events and ceremonies as directed; and
- Sensitively maintaining gallery security whilst positively conveying to visitors an understanding of the dignity and commemorative ethos of the Memorial;
Please note:
It is a requirement for all Visitor Services Officers (VSOs) to:
- Undertake training and then apply first aid and emergency response practices;
- Move freely up and down stairs and stand for extended periods on hard surfaces;
- Undertake manual handling tasks and movement of a wide range of objects as required, including but not limited to, electrical and audio equipment, weighted bags, bollards and barriers; and
- Work to a roster which incorporates regular work over weekends and public holidays (the roster cycle is 7 days on, 2 days off, 5 days on, 2 days off, 3 days on, 2 days off, 5 days on, 2 days off).
VSOs are categorised as shift workers due to the nature of the role and receive a shift loading to their base salary of approximately 21% (reviewed annually) with an additional five days annual leave in lieu of working on Sundays (25 days total). Salary including loading and allowances exceeds $78,000 plus employer Superannuation of 15.4%. For more information please visit: https://www.awm.gov.au/sites/default/files/awm-teamwork-agreement-2024-2027-final.pdf
Additionally, as per the responsibilities of the role there is an expectation that VSOs will avail themselves on Anzac and Remembrance Day and across busy visitation periods including, but not limited to, the Christmas and Easter breaks.
As part of the Memorial’s commitment to provide a world-class corporate image, VSOs are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings and hairstyles as front of house staff are required to adhere to a set dress and appearance procedure.
These positions will be filled as non-ongoing for various lengths of time. Should the positions become ongoing within 12 months of this notice, this selection process may be used to fill the vacancies on an ongoing basis. A Merit list may also be created to fill other potential ongoing vacancies in the future.
The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.
