Visitor Experience Officer

Job description

Agency Department of People, Sport and Culture Work unit Libraries and Archives

Job title Visitor Experience Officer Designation Administrative Officer 3

Job type Full time Duration Ongoing

Salary $66,773 - $71,746 Location Darwin

Position number 14862 RTF Closing 29/09/2025

Contact officer Fabiola Martinez-Hinojosa, Manager on or

About the agency |

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR

TERTIARY QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates

people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment

process or job, please discuss this with the contact officer. For more information about applying for this position and the

merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures

plans, go to the OCPE website.

Primary objective

The position provides exceptional front-line services that creates a welcoming environment, enhances visitors' experience,

and builds engagement with Library and Archives NT.

Key duties and responsibilities

1. Provide outstanding, proactive, and personalised front-line reception services including responding to email, face-to-face

and phone enquiries, and refer relevant enquiries to the Research Enquiry Service.

1. Support visitors with memberships and loans, and in using a range of self-service technologies to access facilities, services,

and collections.

3. Maintain public areas ensuring they are safe for visitors and demonstrate a commitment to creating a culturally safe, and

child safe environment.

4. Assist with the management of collections, including reshelving to maintain shelf order, use the library management

system and comply with standard operating procedures.

1. Provide support for public programs and events, and other projects as required.

2. Comply with Library and Archives NT Work Health and Safety policy and procedure, reporting all accidents, incidents,

and hazards immediately, and making note of any issues or cleaning requirements.

Selection criteria

Essential

1. Demonstrated experience in a customer service environment providing positive and responsive experiences for visitors.

1. Well-developed interpersonal and communication skills with strong literacy skills, to communicate effectively with

visitors, and to understand and follow written procedures.

3. An appreciation of cultural diversity and an ability to interact respectfully with people from diverse backgrounds.

1. Sound digital and information literacy skills to be able to use a range of technologies, and to support visitors to use

technology.

1. Ability to adapt and respond to unexpected incidents, apply an empathetic approach to conflict resolution, and resolve

problems calmly and confidently in a public space.

6. Ability to adhere to manual handling requirements and apply safe work practices to tasks.

7. Demonstrated ability to work well in a team as well as independently and take initiative when required.

Desirable

1. Demonstrated experience in visitor engagement, which may include in an arts or cultural institution, audience

management, education programs, events management, or a library.

1. Proficiency in a language other than English and/or proficiency in Australian Sign Language.

Further information

The recommended applicant will be required to hold a current Working with Children Clearance and undergo a criminal

history check (a criminal history will not exclude an applicant from this position unless it is a relevant criminal history).

The successful applicant will be required to work across a rotational seven-day roster, including weekends.