Join the team
TEAM LEADER, CUSTOMER SERVICE
VPS 2.2: $33.32 base per hour + penalty rates + 11.5% superannuation
Full Time (76 hours per fortnight), Fixed term for 12 months
Closing date for application: 5pm on 24 July 2024
The National Gallery of Victoria (NGV) is seeking two Team Leaders who will be responsible for the day-to-day supervision of the customer service staff within the Audience Engagement and Learning team in line with NGV customer service standards. This role will be assisting the Audience Engagement Operations Coordinator in managing rosters, staffing requests, visitor feedback and general admin tasks.
The NGV is open 7 days a week, therefore these positions will be required to work weekends, which would attract penalties. The two positions would work a set roster as below:
- Position 1: Sunday to Thursday
- Position 2: Tuesday to Saturday
ABOUT THE POSITION:
You will coordinate the day-to-day operations of the Audience Engagement and Learning customer service team, including daily staff briefings, task delegation, rotations and breaks. Other key responsibilities include:
- Leading and motivating customer service staff to achieve key performance indicators and to maintain NGV customer service standards. This includes mentoring and providing individual and team performance feedback during shifts.
- Coordinating operational duties and conducting internal and external liaison for NGV ticketing, including the preparation of floats and monies, cash collection documentation and overseeing daily reconciliations.
- Facilitating on the job, refresher and NGV service standards training sessions to ensure staff have adequate knowledge and training in daily operations, processes and customer service standards.
To be successful you will have demonstrated experience in the delivery of exceptional customer service coupled with previous experience in a supervision/team leader role. You can align the team with organisational values and goals through effective people management and modelling. You actively seek to improve others’ skills and talents by providing constructive feedback, coaching, and training opportunities.
You understand the need for change, contributing feedback and suggestions. You aim to exceed targets, setting personal standards of excellence and measuring outcomes against them, striving to deliver outcomes in a timely manner and maintaining quality in the face of time pressure. You cooperate and work well with others actively seek to meet customers’ needs.
If you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments, such as the role statement, in an accessible format (e.g., large print), please contact the Human Resources team at job.applications@ngv.vic.gov.au or by using the National Relay Service on 133 677 and asking for 03 8620 2222.
For more details refer to the role statement attached.
HOW TO APPLY
To apply for this role, please send a covering letter, a separate statement addressing each of the key selection criteria as they relate to the job accountabilities and resume to job.applications@ngv.vic.gov.au or forward your application to Job Applications, Human Resources, National Gallery of Victoria, PO Box 7259, Melbourne VIC 3004 by 5pm on July 24, 2024.
The National Gallery of Victoria is an Equal Opportunity Employer who values diversity in the workplace. As such, the National Gallery of Victoria encourages applications from people with diverse cultural backgrounds and it is our policy to consider reasonable adjustments for qualified applicants with disabilities.
To submit an application, please send:
- covering letter
- statement addressing the key selection criteria in the role statement
- your curriculum vitae (CV)
Email
job.applications@ngv.vic.gov.au
By post
Human Resources Manager
National Gallery of Victoria
PO Box 7259
Melbourne VIC 3004