Visitor Experience Coordinator, Aps Level 5, Questacon

Canberra
- Applications close 13 January

**About the Department**:
The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

- Growing innovative & competitive businesses, industries and regions
- Investing in science and technology
- Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.
**About the team**:
Questacon is Australia’s National Science & Technology Centre. We harness imagination and wonderment to make science fun and relevant for all. Our vision is for Australians to be inspired by science and technology and the opportunities it creates for the future.

Questacon’s Visitor Experience team provides a fun and welcoming environment for visitors to our iconic Questacon Centre in Canberra. We deliver outstanding science communication and customer service with the aim of increasing visitor engagement and connection with STEM (science, technology, engineering and math).

The team is responsible for:

- ensuring a safe, accessible, positive, and inclusive environment for all
- demonstrating the value and fun in STEM engagement and exploration
- operating all visitor service points throughout the Questacon Centre
- maintaining excellent records and standard operating procedures.

**The opportunity**:
You will be joining a dynamic, fun, and inclusive team who enjoy providing inspiring STEM engagement for visitors to Questacon’s Science and Technology Centre.

You will work collaboratively with a focus on coordinating Questacon’s public facing staff, including recruiting, training, supporting, and supervising staff and reporting on the delivery of Centre-related projects.

**What’s in it for you?**:
You will:

- be part of a great team within an awesome workplace where people are valued.
- gain experience working collaboratively within a large and diverse team delivering amazing visitor experiences.
- grow your skills in providing accessible and fun STEM experiences in a productive, inclusive workplace.

The Visitor Experience Coordinator works in a large and diverse team delivering engaging, quality and inspirational experience to all visitors. We are looking for people who have:

- demonstrated experience in inspiring, coordinating and developing a large team in a public-facing or customer service environment
- excellent communication skills
- have an attention to detail and the ability to write clear and concise standard operating procedures and reports.
- an ability to coordinate and motivate teams to achieve results
- excellent time management skills, including the ability to manage a range of projects with pressing deadlines alongside busy front-line operations, and
- an ability to manage emergency procedures for a large Centre, as well as being one of the most senior on site over weekends, public holidays and busy periods

**What you will do**:
Working consistently with the expectations for an APS5 in the APS Work Level Standards, the Visitor Experience Coordinator has responsibility for the following key functions for Questacon:

- coordinating a large and diverse (predominately casual) customer service and science communication team in gallery and Centre business operations. This includes delivering recruitment, induction, training, supervision, motivation, and rostering of Centre staff.
- supporting the Visitor Experience Team Leaders to build a sustainable, cohesive workforce delivering consistently excellent visitor engagement.
- 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.
- excellent communication skills, providing timely and targeted communication across a range of platforms to ongoing, part-time and casual staff.
- strong written skills, including the ability to report on Centre activity and statistics for executive and senior managers.
- attention to detail and the ability to design and deliver standard operating procedures that support the effective running of the Centre and provide staff with a clear understanding of their roles, responsibilities, and expectations.
- responding professionally to feedback from visitors in both verbal and written formats and utilizing feedback to identify and develop