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The Visitor Services Administration Officer is required to contribute and communicate effectively within a large and diverse team including volunteers, colleagues and external stakeholders alike. Under general direction from the Visitor Services Manager, this role is responsible for the ongoing administration, coordination and rostering of approximately 100 volunteers. The volunteers contribute to the public programs across a 7-day week within the Memorial’s Commemoration and Visitor Engagement Section.

The Visitor Services Administration Officer will also work closely with the Visitor Services Ticketing Officer to assist with the ongoing administration of the Memorial’s online ticketing management system.

The volunteers contribute to the Memorial’s public programs across a 7-day week within the CVE Section, primarily the delivery of guided tours, both free and paid. With this noted, successful candidates will have a shared responsibility for the ongoing administration, coordination and rostering of tours, including all aspects from responding to initial enquiries, processing ticket bookings, coordinating visits and negotiating workable outcomes with wholesaler and tour operators.

The Visitor Services Administration Officer will need to have an excellent work and customer service ethic.  This includes comprehensive judgment and problem solving skills, and the ability to foster strong professional relationships. This position is also responsible for the compilation of reporting monthly, quarterly and annual statistics, plus achieving annual budget targets.

Core Responsibilities

Under general direction and working within established frameworks, the Visitor Services Administration Officer is responsible for:

  • Providing efficient and responsive communications to internal and external stakeholders ensuring concise, polite and professional standards that build and maintain strong working relationships
  • Negotiating workable alternates when scheduling conflicts exist or when resources are pressured
  • Ensuring constructive planning to achieve Memorial objectives within a performance management framework
  • Contributing positively within the CVE section as well as the wider Memorial by providing information and advice surrounding volunteer services and tours, and apply people management strategies in accordance with APS values.
  • Providing a wide range of administration and office support tasks including but not limited to, calendar management, drafting email and written correspondence, booking rooms/venues and assist with reporting and section purchasing utilising TechnologyOne (Financial Management Information System) and SharePoint (Content Management System)
  • Working collaboratively as part of the wider CVE section in support of the Memorial Redevelopment Program.
  • Coordinating the delivery of volunteer training, rostered tours, functions and events.
  • Booking, modifying or cancelling tickets on behalf of VIP’s, groups or visitors over the phone and via email
  • Scheduling and releasing new sessions weekly for online and on-site tickets
  • Setting session ticketing capacity weekly and as required in response to group bookings
  • Reporting ticketing capacity and attendance figures

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds, experiences, and perspectives. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds and people with a disability. To be eligible for ongoing or non-ongoing employment, Australian Citizenship is required.

To Apply

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Applications should be submitted in WORD (.doc or .docx) or .PDF by 11:59 pm (AEST) on 20 April 2022

If you experience any problems with the application system please contact the Recruitment Team on 02 6243 4234 or email [email protected]