Team Overview
There are 23 full-time positions in the Visitor Services team of which 18 are Visitor Services Officers. 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, comprehensive judgment/problem solving skills and enjoy working in an ever changing team environment. With regular contact with our older and more contemporary veterans and their families, 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 ensure a high-quality visitor experience is provided.
Notes
Visitor Services Officers will be required to:
- Undertake training and then apply first aid and emergency response practices (applicants must be able to move freely up and down stairs to fulfill this component of the role).
- Undertake some manual handling tasks.
This is a shift work position, requiring regular weekend work. In applying for this role you are committed to working regular weekends and Public Holidays.
An order of merit may be established to fill similar positions within the next 12 months.
Responsibilities
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;
- 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 required;
- Sensitively maintaining gallery security whilst positively conveying to visitors an understanding of the dignity and commemorative ethos of the Memorial;
- Providing cloaking services and promoting Memorial saleable items to visitors;
- Providing emergency and first aid response as required;
- The manual handling and movement of a wide range of objects as required including but not limited to electrical and audio equipment, bollards, barriers.
- Assist with managing school visitors throughout their visit;
- Adhering to the APS Values and Code of Conduct.
