Visitor Services Coordinator, Aps Level 6, Questacon

**Job no**: 511546

**Employment type**: Non-Ongoing - Specified Term, Ongoing

**Location**: Canberra

**Categories**: Programme Management, APS Level 6, Project Management

**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 the team**:
Questacon - The National Science and Technology Centre is a division of the Australian Government Department of Industry Science, Energy and Resources. 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 inspirational learning experiences”. Science communication is at the heart of what we do. The Visitor Experience team contributes to this mission by promoting and communicating science to the Canberra community and visitors to the ACT through high customer and client service standards that enhance our visitors’ experience and interaction with science.

The Visitor Services team ensures the effective and professional operation of all visitor service points throughout the Questacon Centre. The team delivers excellence in customer service and supports Questacon’s mission to excite and motivate people through inspirational learning experiences in science, technology and innovation. The Visitor Services team provides a positive and inclusive work environment for all staff and visitors.

The Visitor Services Coordinator is required to lead a large and diverse team in delivering an engaging, quality and inspirational experience to all visitors. We are looking for someone who has:

- demonstrated experience in leading and developing a large team in a public-facing or customer service environment
- excellent communication skills
- an ability to motivate teams to achieve results
- good time management skills, including ability to manage a range of projects with pressing deadlines alongside busy front line operations, and
- an audience focus in all they do, knowing what it takes to create the kind of visitor experience that leaves a lasting and positive impression.

**What you will do**:
Working consistently with the expectations for an APS6 in the APS Work Level Standards, the Visitor Services Coordinator is responsible for:

- Leading a large and diverse (predominately casual) customer service and science communication team in gallery and Centre business operations. This includes recruiting, training and developing the team to build a sustainable, cohesive workforce delivering consistently excellent visitor engagements.
- Exploring opportunities to improve the onsite experience delivered to visitors and working with internal and external stakeholders to identify develop and implement sustainable engagement strategies.
- Consistently manage staff issues as they arise in a confidential and professional matter.
- Effectively manage staffing resources and expenditure within budgetary guidelines, ensuring appropriate levels of staffing are established and maintained at all times.
- Ensuring the Visitor Services team members have a clear understanding of their roles, responsibilities and expectations.
- Managing an active training and communication system for staff and volunteers to ensuring staff training remains current and staff are informed and updated on current and upcoming exhibits, programs and activities.
- Responding professionally to feedback from visitors in both verbal and written formats and utilising feedback to identify and develop areas for improvement.
- Being responsible for the safety and security of the public, visitors, volunteers, staff and exhibits by contributing to, and implementing, agreed policy and procedures and public health directions.
- Managing admissions to the Centre including operational aspects of the foyer that include visitor movements, a computerised ticketing system, cash management processes and statistical report generation.
- Be the most senior staff member onsite on weekends and during busy periods and be prepared to resolve issues and escalate as required.

**Eligibility**:
**Notes**:
To ensure coverage for Questacon’s seven day operation, two full-time Visitor Services Coordinators are employed as designated hours employees, with one position working Sunday to Thursday and the other Tuesday to Saturday. The occupants of these positions are required to work on weekends and public holidays. Visitor Services Coordinators work an average of 37.5