The Visitor Services Ticketing 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 of the Memorial’s online ticketing management system.
The Visitor Services Ticketing Officer will also work closely with the Visitor Services Administration Officer to assist with the coordination and rostering of up to 100 volunteers. 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 Ticketing 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.
All front of house staff are required to undertake training and then apply emergency response practices as well as undertaking manual handling tasks. To successfully achieve this, applicants must be able to move freely up and down stairs to fulfil this component of the role. An interest in and knowledge of Australian military history and museums would be an advantage in providing a quality visitor experience.
Responsibilities
Under general direction and working within established frameworks, the Visitor Services Ticketing Officer is responsible for:
- Scheduling and releasing new sessions up to three months in advance for online and on-site tickets
- Setting session ticketing capacity up to three months in advance, and as required, in response to group bookings
- Booking, modifying or cancelling tickets on behalf of VIP’s, groups or visitors over the phone and via email
- Reporting ticketing capacity and attendance figures
- Within a performance management framework, ensure issues management and constructive planning to meet business objectives as they relate to paid tours, wholesalers, tour operators and tour commission structures.
- Providing a wide range of administration and office support including, but is not limited to, calendar management, meeting scheduling, booking rooms/venues, drafting correspondence, and compiling reports
- Utilising SharePoint (Content Management System) for data entry and record maintenance including, but not limited to, reporting statistics on a monthly, quarterly and annual basis
- Providing efficient and responsive communications to Memorial staff, volunteers and external stakeholders; ensuring concise, polite and professional standards that build and maintain strong relationships
- Assisting with the delivery of the volunteer’s contribution to the Memorial’s public programs
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, please visit: https://www.awm.gov.au/get-involved/work-or-volunteer/employment
If you experience any problems with the application system please contact the Recruitment Team on 02 6243 4234 or email [email protected]
