Visitor Experience Coordinator

**Job No**: 496938
**Work Type**: Part time
**Location**: Canberra

**About the role**:
Public Programs is responsible for developing and delivering interpreted, engaging and curated programs aimed at providing access with the national archival collection in the richest possible ways. Public Programs develops and delivers programs onsite, offsite and online through temporary and permanent exhibitions, touring exhibitions, lifelong learning programs, school programs, exhibition tours and digital experiences.

Under limited direction the main duties of the role are to:

- Supervise and lead a team of Visitor Services Officers, including recruitment, managing performance and assisting with the development and implementation of training and professional learning programs.
- Ensure exceptional service delivery standards are met at all times. This includes being responsible for the visitor experience at National Archives. The visitor journey and orientation are integral to this experience as is the provision of engaging activities and tours in galleries and public spaces. The Visitor Services Officers answer incoming calls as part of a business reception function and they are responsible for retail sales and presentation standards in the Archives Store.
- Devise Visitor Services Officers rosters to ensure effective delivery of Front of House services, including identifying and managing daily priorities. Ensuring resources are available as required.
- Assume responsibility, with support from other Public Programs and Facilities and Property sections, for the National Archives functions and activities on weekends, public holidays and periods of shutdown, where other back of house staff may not be available or onsite.
- Assist with continuous improvement initiatives and the development of procedures and policies relevant to the Visitor Services team and activities. Provide sound advice, and prompt, efficient service to internal stakeholders and external clients.
- Assist in capturing, collating and reporting statistics for exhibition, school visits, and lifelong learning programs and assisting with the delivery of visitor surveys.
- In collaboration with the wider Learning and Visitor Experience team, develop, deliver and evaluate interesting and engaging tours and activities that support exhibitions and programs including temporary exhibitions.

This recruitment process will be used to fill 2 immediate vacancies:

- 1 x part-time ongoing (4 days a week)
- 1 x part-time non-ongoing until 05 August 2025 (4 days a week)

Positions will be offered as a part-time rostered shift worker as per the National Archives of Australia Enterprise Agreement 2024-2027 and the successful person will be required to commit to a roster that includes regular weekend work. The successful applicant must be willing to work flexible hours as required including at times after hours.

Relevant tertiary qualifications and demonstrated experience working in a cultural institution are highly desirable.

**Eligibility**:
To be eligible for the role you must be an Australian citizen.

If you are selected, you will be required to successfully undergo a pre-employment check and be able to obtain and maintain a security clearance at a Baseline clearance level.

If you are selected, you will be required to obtain and retain a Working with Vulnerable People registration.

**How to apply**:

- the names and contact details of at least two referees, one of whom should be a current supervisor.
- your current resume.
- a statement **(1000 words maximum)** describing how your skills, knowledge, and experience/qualifications would enable you to perform the duties of the role taking into account the "Performance Expectations" at the relevant classification and the National Archives' Vision, Mission and Commitments as expressed in Strategy 2030 and _"Our Values"_._

Applicants rated as suitable will be placed in a merit pool that may be used to fill similar ongoing or non-ongoing positions throughout the Agency for up to 18 months.

**Application close**: 24 Nov 2024 11:55 PM AUS Eastern Daylight Time