Location: 180 St Kilda Rd, Melbourne 3004 and Federation Square Melbourne 3000

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1 The Position: Information Officer Position Number/Classification: / VPS 2.1 Reports to: Work Unit: Organisation: Front of House Manager Front of House National Gallery of Victoria Location: 180 St Kilda Rd, Melbourne 3004 and Federation Square Melbourne 3000 Date of Review October 2015 Vision Primary focus of the position: 1. Accountabilities (duties): Creating an inspiring future: Enriching our understanding of art and life. This position is responsible for: Ensuring that visitors to the NGV receive friendly, accurate and quality customer service. Exceeding visitor expectations with proactive service. Welcoming and assisting NGV visitors through facilitating enquiries, bookings, memberships and ticketing requests. Working with the broader Audience Engagement department, which includes NGV Members, Public Programs and Front of House, to ensure visitor receive seamless customer service. In fulfilling the primary focus of the position the incumbent will typically: 1. Greet visitors in busy spaces; seeking to engage audiences in a welcoming manner, while providing accurate information and maintaining the highest level of customer service at all times. 2. Operate the NGV Ticketing & CRM system to sell exhibition tickets, memberships, program bookings and multimedia guides, processing cash and credit card transactions in a busy environment. 3. Professionally operate multiple phone lines and assist with telephone and online enquires and booking requests. 4. Deliver key NGV messages to enhance visitor experience. 5. Staff the exhibition door and ticketing queues when required; scanning and checking tickets. 6. Distribute and demonstrate multimedia guides and group tour systems. 7. Undertake the reconciliation of daily takings and complete relevant documentation. 8. Assist across all Audience Engagement departments if required ensuring exceptional customer service and the delivery of key messages. 9. Undertake appropriate training for specific tasks and activities appropriate to the role. 10. Maintain consistent and appropriate dialogue between management, staff and colleagues regarding issues arising from the daily operations. 11. Ensure that records are created and managed according to the Records Management policy and procedures. 12. Contribute to departmental and team goals and participate in organisational initiatives and activities as required (including ensuring a safe and healthy environment for colleagues, visitors and stakeholders). Participate in planning and development meetings as required. 13. Participate in and support organisational change initiatives and model NGV values and behaviours and be able to support and undertake bigger picture ideals.

2 2. The person Key Selection Criteria To achieve the purpose of the position, the following attributes are required: 1. Service Excellence: enthusiastic and committed to deliver quality customer service, this includes listening and actively seeking to meet the needs of the customer, seeking ways to improve service, demonstrating a capacity for sustained effort, hard work and high personal standards. Cooperates and works well with others in the pursuit of team and departmental goals. 2. Communication Skills: exceptional verbal and written communication skills, with the ability to clearly explain information, receive feedback, maintain a polite and considered manner when assisting others. Proven ability to prepare letters, s using clear and grammatically correct language and organise information in a logical manner. A proven sensitivity to the requirements of diverse audiences. 3. Change Management: understands and actively supports changes, is adaptable and open to new ideas, contributes suggestions, accepts constructive feedback in an objective manner, demonstrates flexibility and adapts to last minute changes, remains calm and in control under pressure. 4. Problem Solving: ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the NGV s code of conduct. 5. Conflict Management: the ability to maintain consistent and sensible patterns of behaviour under pressure listen to and consider other s points of view, constructively communicate concerns and issues, be solution focussed. 6. Technical Skills: ability to operate a ticketing system and use a wide range of software applications. 3. Other relevant skills, knowledge & experience Knowledge of Tessitura software or similar ticketing and CRM systems is preferable. General Knowledge of the history of visual arts and understanding of the operation of a visual art institution or related environment would be an advantage. 4. Key Relationships Build and maintain effective working relationships across the NGV and with external key stakeholders; and in particular with the following: Visitors to the Gallery Audience Engagement, Public Programs, Members. 5. Other relevant information The National Gallery of Victoria is an Equal Opportunity Employer and operates a smoke free work environment. This role has been specifically created to meet operational requirements; hours of duty will be according to work unit requirements; this includes weekends, public holidays and late nights. Staff are required to wear an uniform, which can vary according to the exhibition and NGV requirements. On occasions you may be required to work in other departments within the gallery. All employees of the National Gallery of Victoria are required to undergo security clearances performed by Australian Federal Police, and are required to undergo Human Resources and Risk, Safety, Security & Environment Inductions. Employees are required to ensure that they understand and adhere to NGV policies & procedures as varied from time to time. Conditions of employment are pursuant to the NGV s Enterprise Agreement.

3 6. Physical Requirements Physical Requirement Posture Upper Limb/Body Trunk Work Environment Standing; Sitting at work stations operating phone lines Cleaning, assembling and demonstrating Multimedia units; Operating POS and EFTPOS terminal; Manual handling, lifting and stacking brochures. Twisting in seated position to access cash drawers Range of floor surfaces Some narrow work spaces Crowded and elevated noise levels during peak visitation times Indoor air conditioned Outdoor at times Frequency Frequent standing for extended periods Frequent highly repetitious Frequent 7. About the role statement As the National Gallery of Victoria evolves to meet the changing needs of the Victorian Public, so will the roles required of its entire staff. As such, staff should be aware that this document is not intended to represent the role in which the occupant will perform in perpetuity. This role statement is intended to provide an overall view of the incumbent s role as at the date of this statement. In addition to this document, the specifics of the incumbent s role will be described in local area work and project plans, and in performance plans developed by the incumbent and relevant supervisor as part of the National Gallery of Victoria s performance management process. 8. Manager Authorisation Name : 9. Employee Acceptance Name :

4 The Position: Public Programs Representative Position Number/Classification: VPS 2.1 Reports to: Work Unit: Organisation: The Truby and Florence Williams Curator of Children s Programs Public Programs National Gallery of Victoria Location: 180 St Kilda Rd, Melbourne 3004 Date of Review October 2015 Vision Primary focus of the position: 1. Accountabilities (duties): 2. The person Key Selection Criteria Creating an inspiring future: Enriching our understanding of art and life. This position is responsible for: Ensuring that visitors to the NGV receive high quality customer service. Welcoming and assisting NGV visitors in the gallery. Assisting with the delivery of NGV Kids and Public Programs. In fulfilling the primary focus of the position the incumbent will typically: 1. Welcome visitors; provide them with information on the exhibitions, programs and facilities whilst maintaining the highest level of customer service. 2. Oversee the Public Program volunteers and provide assistance when required to maintain the highest standards of customer service. 3. Maintain work areas in a neat and orderly manner. 4. Assist the The Truby and Florence Williams Curator of Children s Programs, with the setup and monitoring of the gallery space throughout the day. 5. Build and maintain supportive working relationships within the organisation. 6. Maintain consistent and appropriate dialogue between management and colleagues regarding issues arising from the daily operation. 7. Contribute to departmental and team goals and participate in organisational initiatives and activities as required (including ensuring a safe and healthy environment for colleagues, visitors and stakeholders). 8. Participate in and support organisational change initiatives and model NGV values and behaviours. To achieve the purpose of the position, the following attributes are required: 1. Service Excellence: enthusiastic and committed to deliver quality customer service, this includes listening and actively seeking to meet the needs of the customer, seeking ways to improve service, demonstrating a capacity for sustained effort, hard work and high personal standards. Cooperates and works well with others in the pursuit of team and departmental goals. 2. Communciation Skills: exceptional verbal and written communication skills, with the ability to clearly explain information, listen to feedback, maintain a polite and considered manner when assisting others. Proven ability to prepare letters, s using clear and grammatically correct language and organise information in a logical manner. A proven sensitivity to the requirements of diverse audiences. 3. Change Management: understands and actively supports changes, is adaptable and open to new ideas, contributes feedback and suggestions, accepts constructive feedback in an objective manner, demonstrates flexibility and adapts to last minute changes, remains calm and in control under pressure.

5 3. Other relevant skills, knowledge & experience 4. Key Relationships 4. Problem Solving: ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions, acts in a manner that is consistent with the NGV s code of conduct. 5. Conflict Management: the ability to maintain consistent and sensible patterns of behaviour under pressure listen to and consider other s points of view, constructively communicate concerns and issues, be solution focussed. 6. Technical skills: ability to operate a ticketing system and use a wide range of software applications. General knowledge of the history of visual arts and understanding of the operations of a visual arts institution or related environment would be an advantage. Build and maintain effective working relationships across the NGV and with external key stakeholders; and in particular with the following: The Truby and Florence Williams Curator of Children s Programs, Program Coordinators; and Volunteers. 5. Other relevant information The National Gallery of Victoria is an Equal Opportunity Employer and operates a smoke free work environment. Hours of duty will be according to work unit requirements. All employees of the National Gallery of Victoria are required to undergo security clearances performed by Australian Federal Police, and are required to undergo Human Resources and Risk, Safety, Security & Environment Inductions. It is the employee s responsibility to familiarise themselves with, understand and adhere to NGV s Policies and Procedures as varied from time to time. The NGV requires all employees to have an understanding of its Risk Management Framework. Conditions of employment are pursuant to the NGV s Enterprise Agreement. All new appointments are subject to a three month probationary period which may be subject to review. 6. About the role statement As the National Gallery of Victoria evolves to meet the changing needs of the Victorian Public, so will the roles required of its entire staff. As such, staff should be aware that this document is not intended to represent the role in which the occupant will perform in perpetuity. This role statement is intended to provide an overall view of the incumbent s role as at the date of this statement. In addition to this document, the specifics of the incumbent s role will be described in local area work and project plans, and in performance plans developed by the incumbent and relevant supervisor as part of the National Gallery of Victoria s performance management process. 7. Manager Authorisation Name :

6 8. Employee Acceptance Name :

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