Visitor Experiences Coordinator, Aps Level 5
1 week ago
**Job no**: 512726
**Employment type**: Ongoing
**Location**: Canberra
**Categories**: APS Level 5, Administration
**About the department**:
The department plays a key role in the Australian Government’s agenda to create jobs and build a stronger, more resilient and competitive economy. Our work builds on Australia’s existing strengths, supports businesses to grow, and drives new opportunities for long-term productivity growth and prosperity. The success of the department helps Australia recover from the economic consequences of COVID‑19 and adapt to its ongoing effects. Through our work, we support the government’s economic recovery plan and help to deliver a better future for all Australians.
**About Questacon**:
Questacon - The National Science and Technology Centre is a division of the Australian Government Department of Industry, Innovation and Science. Our Vision is “a better future for all Australians through engagement with science, technology and innovation.” We deliver on that vision through our Mission “to excite and motivate people through inspiration learning experiences”. Science Communication is at the heart of what we do.
We have Five Strategic Priorities:
- Operate Australia’s National Science and Technology Centre across two facilities to deliver hands on science engagement.
- Deliver on our National Presence Strategy and engagement role to build STEM capacity.
- Facilitate community STEM engagement through national networks and flagship activities.
- Provide leadership in Australia’s informal learning sector of science centres and museums and actively contribute to the work of the National Cultural Institutions.
- Focus on remaining a high performing organisation through our passionate, creative and imaginative people.
As an employee of Questacon your manager, peers and team members are all jointly responsible for helping us to meet those priorities and make Questacon an amazing place to work.
**About the Team**:
The Visitor Experiences team ensures the effective and professional operation of all visitor service points throughout the Questacon Centre in Parkes. The team delivers excellence in customer service. The Visitor Experiences team provides a positive and inclusive work environment for all staff and visitors.
The Visitor Experiences team has responsibility for the following key functions for Questacon:
- Provide a positive and inclusive work environment for all staff and visitors.
- Effectively operate all visitor service points throughout the Questacon Centre in Parkes.
- Ensure excellence in customer service.
- Ensure operational requirements are met and Centre standards are maintained, including safety and front-line security.
- Manage visitation, adjusting operations during peak periods and ensuring visitors always receive great visitor experiences.
The Visitor Experiences Coordinator will have experience in delivering high quality customer service in a public facing environment with practical experience in coordinating and motivating a team of public facing employees. They will have excellent communication skills and will be a skilled relationship builder, with the ability to create a positive team culture and maintain productive working relationships with teams across the organisation to achieve results.
- demonstrated experience coordinating a large team delivering excellence in customer service
- demonstrated ability to work collaboratively, developing and maintaining internal and external relationships and responding to stakeholder needs and expectations
- demonstrated ability to manage projects, including contributing to setting the direction of work priorities and practices
- strong organisational and time management skills, with an ability to use initiative and work under mínimal supervision
- demonstrated ability to adapt to changing circumstances and priorities, and work effectively under pressure with tight deadlines
- demonstrated ability to support team members in achieving their goals by providing guidance, quality assurance and development opportunities
- demonstrated ability to identify and mitigate risks that will impact on own and team outcomes
**What you will do**:
You will work collaboratively as part of the Visitor Experiences team. You will demonstrate excellent communication skills and contribute to a productive workplace. You will work with your team to deliver high quality customer service and excellent outcomes for Questacon, our staff, visitors and stakeholders.
Consistent with the APS Work Level Standards at the APS 5 Level, the Visitor Experiences Coordinator is responsible for:
- Supervising a large team in the Foyer, Ticket Desk, Reception and Galleries to ensure smooth operations and visitor satisfaction.
- Maintaining excellent communication.
- Being flexible in the management style to respond to the needs and dynamics of a large and diverse team.
- Supporting the Visitor Experiences Team Leaders in the recrui
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