Customer Service Officer - Bookings Cluster Division/Branch/Unit Location Trade Investment and Regional Infrastructure Services Australian Museum Public Engagement and Culture/Visitor Experience/Customer Service Sydney Classification/Grade/Band Clerk Grade 1 Senior Executive Work Level Standards: Kind of Employment ANZSCO Code 531111 Role Number Work Contribution Stream: www.psc.nsw.gov.au/wls Temporary, up to 12 months. 50037325 50037087 PCAT Code 1137172 Date of Approval Agency Website www.australianmuseum.net.au Overview The Australian Museum is a State Government agency which operates within the NSW Department of Trade and Investment. The Museum provides access, engagement, cultural development and scientific research to increase our understanding of natural history and culture, particularly of the Australasian region. The Australian Museum conducts a wide range of programs, services and research to engage and promote biodiversity conservation and cultural awareness. The Museum holds 18.5 million objects of biological, geological and cultural collections and develops programs, exhibitions and activities onsite, online and offsite. The Museum s mission is to inspire the exploration of nature and cultures, and was founded in 1827 as the first museum in Australia. Primary purpose of the role To maintain the Museum s booking service for a diverse range of visitors and programs. Bookings and administration is carried out in an efficient manner to facilitate the smooth running of the booking process for programs and services across the Museum. The role mainly services the Visitor Experience Branch and provides essential support to the Life Long Learning Branch as the primary point of contact for educational excursion and programming enquiries (including pre-schools, primary schools, secondary schools, post-secondary colleges and centres and tertiary institutes). The role will communicate to Museum stakeholders by telephone, fax and e-mail, and take accurate and appropriate computer bookings for these groups from the complex variety of programs, services and events available. The role promotes value-added products to callers and converts general enquiries to sales. The role liaises with relevant staff to action the group bookings, maintains support materials, and ensures appropriate materials are sent to clients, where necessary, in a timely manner. 1
Key accountabilities To deliver outstanding customer service in response to telephone calls, faxes and emails from education groups, community groups, tourist groups and other visitor bookings. Operate the computerised booking system and book groups whilst ensuring total numbers of groups, numbers within groups, and times/availability of programs, services, events and staff are managed according to set guidelines. Effectively communicate with program coordinators and relevant staff regarding bookings taken. Maintain and build relationships with teachers, lecturers and group leaders, informing them of current visitor programs, services and events, and their booking details, as required. Generate and circulate a weekly bookings report to relevant Museum staff, including Front-of-House, Venue and Visitor Experience and Life Long Learning staff, and update this report daily to account for booking and/or resource alterations. Follow-up each booking by ensuring booking confirmation forms and relevant support materials are posted, faxed or emailed to booked groups and other groups recognised by relevant program coordinators. Key challenges The primary challenge of the role holder is the ability to respond effectively to a large volume of enquiries; continually updating bookings, accommodating alterations, receiving and returning phone calls and efficiently and accurately recording bookings. To continuously be up to date with all information regarding changing programs, services and events in an environment of ever-changing exhibition calendars, school syllabuses/syllabi requirements and staff and resource availability. To maintain a high standard of customer service by assessing clients requirements and matching appropriate products and services in an efficient manner in a fast-paced environment. Key relationships Who Internal Customer Service Front of House staff Visitor Services Interpretive Officers Why Ensure the booking details are accurate and delivered in a timely manner Role Description 2
Who Life Long Learning Coordinator Tourism Coordinator Why External General Public Teachers and other group leaders Role dimensions Provide information, promote products and services, update bookings and be the first point of contact for telephone enquiries Provide excellent customer service. Ensure the booking details meet the expectations of visitors, students and teachers Decision making The role holder makes decisions on the appropriate service to ensure customer satisfaction. Decisions on services, pricing and areas outside agreed parameters are referred to the Customer Service Manager. Reporting line The Customer Service Officer Bookings reports to the Customer Service Manager Direct reports Nil Budget/Expenditure As per Australian Museum delegation Essential requirements Experience in delivering a high standard of customer service Experience in general administration, office support and financial processing Experience in computer based systems to manage customer relationships and communications in a call centre environment Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at www.psc.nsw.gov.au/capabilityframework This role also utilises an occupation specific capability set which contains information from the Skills Framework for the Information Age (SFIA). The capability set is available at www.psc.nsw.gov.au/capabilityframework/ict This role also utilises an occupation specific capability set. Capability summary Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. Role Description 3
NSW Public Sector Capability Framework Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Display Resilience and Courage Personal Attributes Act with Integrity Be open to new ideas and approaches Offer own opinion, ask questions and make suggestions Adapt well to new situations Do not give up easily when problems arise Stay calm in challenging situations Behave in an honest, ethical and professional way Take opportunities to clarify understanding of ethical behaviour requirements Identify and follow legislation, rules, policies, guidelines and codes of Role Description 4
NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Relationships Commit to Customer Service Results Deliver Results Results Demonstrate Accountability conduct that apply to your role Speak out against misconduct, illegal and inappropriate behaviour Report apparent conflicts of interest Support a culture of quality customer service in the organisation Demonstrate a thorough knowledge of the services provided and relay to customers Identify and respond quickly to customer needs Consider customer service requirements and develop solutions to meet needs Resolve complex customer issues and needs Co-operate across work areas to improve outcomes for customers Complete own work tasks under guidance, within set budgets, timeframes and standards Take the initiative to progress own work Identify resources needed to complete allocated work tasks Seek clarification when unsure of work tasks Take responsibility for own actions Be aware of delegations and act within authority levels Be aware of team goals and their impact on work tasks Follow safe work practices and take reasonable care of own and others health and safety Escalate issues when these are identified Role Description 5