Community Engagement and Visitor Experience Officer

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The National Trust of Australia (WA)

GOSAC Award Level 4

Position No:
141

Work Type:
Fixed Term - Full Time

Location:
West Perth

Closing Date:
2024-09-03 5:00 PM
(YYYY-MM-DD)

JOB DESCRIPTION:

This role performs a key function in meeting the Community Engagement objectives by supporting the Senior Manager Marketing and Community Engagement through responsibility to optimise the visitor experience across National Trust places offering a tourism experience. The Community Engagement and Visitor Experience Officer liaises between volunteers and caretakers and National Trust staff. The role coordinates the volunteer recruitment and retention program, supervises caretakers and assists in the support and delivery of community engagement activities and events.

Key Duties and Responsibilities:

1. Responsible for the delivery and coordination of all aspects of the visitor experience at National Trust places open to the public, including venue hire;
2. Leads caretakers and volunteers to deliver high quality customer service experiences to visitors and users of National Trust places open to the public;
3. Coordinates the delivery and presentation of front of house, signage, point of sale, marketing and visitor information services at National Trust places open to the Public;
4. With the marketing team, coordinates the ticketing operation at National Trust places and reports visitation data and activity;
5. Responsible for the coordination of public access to National Trust places open to the public, including visitation in groups and access via venue hire;
6. Supports the volunteers in customer service, rostering and ensuring compliance with health and safety regulations at National Trust places;
7. Responsible for developing and coordinating the volunteer program including recruitment, registration, induction, training and recognition of volunteers;
8. Supervises the caretakers' responsibilities at National Trust places;
9. Supports the marketing and community engagement team to deliver events and public programs at places open to the public. This may include rostering volunteers and caretakers for venue hire at National Trust places, member events and other occasions where volunteers and caretakers may be required to assist;
10. Will be the key point of contact between caretakers, volunteers and National Trust staff regarding visitor services and maintenance at National Trust places open to the public;
11. Supports working relationships as required with tenants and associated stakeholders of National Trust places open to the public;
12. Supervises caretakers in all aspects of community engagement and in delivering visitor experiences at places open to the public; and
13. Other duties as directed by the Chief Executive Officer.

SELECTION CRITERIA:

Essential:

1. Demonstrated experience in the delivery and coordination of visitor experiences at places open to the public;
2. Demonstrated experience and ability to facilitate, supervise and work with caretakers and volunteers, engaging with community groups and other relevant stakeholders;
3. Demonstrated experience in the delivery and coordination of front of house, signage, point of sale, marketing and visitor information services at places open to the public;
4. Demonstrated experience in the coordination of ticketing processes and reporting on visitation data and related activities;
5. Demonstrated experience in the recruitment, training, induction and retention programs for volunteers;
6. Demonstrated experience in venue hire, delivery of events and public programs at places open to the public;
7. Excellent communication skills, verbal and written, with attention to detail;
8. Demonstrated information technology skills including the use of office suite of software including Excel and Outlook;
9. Demonstrated experience and ability to work within a team environment and independently and able to complete tasks within a specified time;
10. "C" Class Driver's Licence; and
11. National Police Clearance.

Desirable:

1. Knowledge of the heritage industry; and
2. Demonstrated qualifications and/or experience in the related disciplines.

FOR FURTHER JOB RELATED INFORMATION:

Following an initial 12 month fixed-term contract, with a six-month probationary period, subject to satisfactory performance and financial viability, a longer term extension may be offered.

Applicants found suitable, but not recommended for this vacancy, may be considered for subsequent vacancies at the National Trust for a period of twelve months.

The National Trust is an Equal Opportunity Employer and encourages Indigenous Australians, people with disabilities and people from culturally linguistic and diverse backgrounds to apply for positions which may suit within the organisation.

The position is 1.0 FTE (GOSAC Award - Public Sector CSA Agreement 2022) - annual salary rate currently $87,712.

APPLICATION INSTRUCTIONS:

Applicants must address the selection criteria in their application.

Applications must be marked private and confidential and sent to:

Enzo Sirna AM

Deputy Chief Executive Officer/Director Corporate Services

National Trust of Western Australia

4 Havelock Street, WEST PERTH WA 6005

Applications may be sent electronically to:

Enzo.Sirna@ntwa.com.au

Applications close: 5.00pm WST - Tuesday 3 September 2024.

Position Title: Community Engagement and Visitor Experience Officer

Agency: The National Trust of Australia (WA)

Salary: GOSAC Award Level 4

Location: West Perth

Unit/Division

Branch

Work Type: Fixed Term - Full Time

Position No.: 141

Closing Date: 2024-09-03 5:00 PM

Company Information

Other Conditions

Substantive Equality Statement

Job Description: This role performs a key function in meeting the Community Engagement objectives by supporting the Senior Manager Marketing and Community Engagement through responsibility to optimise the visitor experience across National Trust places offering a tourism experience. The Community Engagement and Visitor Experience Officer liaises between volunteers and caretakers and National Trust staff. The role coordinates the volunteer recruitment and retention program, supervises caretakers and assists in the support and delivery of community engagement activities and events.

Key Duties and Responsibilities:

1. Responsible for the delivery and coordination of all aspects of the visitor experience at National Trust places open to the public, including venue hire;
2. Leads caretakers and volunteers to deliver high quality customer service experiences to visitors and users of National Trust places open to the public;
3. Coordinates the delivery and presentation of front of house, signage, point of sale, marketing and visitor information services at National Trust places open to the Public;
4. With the marketing team, coordinates the ticketing operation at National Trust places and reports visitation data and activity;
5. Responsible for the coordination of public access to National Trust places open to the public, including visitation in groups and access via venue hire;
6. Supports the volunteers in customer service, rostering and ensuring compliance with health and safety regulations at National Trust places;
7. Responsible for developing and coordinating the volunteer program including recruitment, registration, induction, training and recognition of volunteers;
8. Supervises the caretakers' responsibilities at National Trust places;
9. Supports the marketing and community engagement team to deliver events and public programs at places open to the public. This may include rostering volunteers and caretakers for venue hire at National Trust places, member events and other occasions where volunteers and caretakers may be required to assist;
10. Will be the key point of contact between caretakers, volunteers and National Trust staff regarding visitor services and maintenance at National Trust places open to the public;
11. Supports working relationships as required with tenants and associated stakeholders of National Trust places open to the public;
12. Supervises caretakers in all aspects of community engagement and in delivering visitor experiences at places open to the public; and
13. Other duties as directed by the Chief Executive Officer.

Selection Criteria: Essential:

1. Demonstrated experience in the delivery and coordination of visitor experiences at places open to the public;
2. Demonstrated experience and ability to facilitate, supervise and work with caretakers and volunteers, engaging with community groups and other relevant stakeholders;
3. Demonstrated experience in the delivery and coordination of front of house, signage, point of sale, marketing and visitor information services at places open to the public;
4. Demonstrated experience in the coordination of ticketing processes and reporting on visitation data and related activities;
5. Demonstrated experience in the recruitment, training, induction and retention programs for volunteers;
6. Demonstrated experience in venue hire, delivery of events and public programs at places open to the public;
7. Excellent communication skills, verbal and written, with attention to detail;
8. Demonstrated information technology skills including the use of office suite of software including Excel and Outlook;
9. Demonstrated experience and ability to work within a team environment and independently and able to complete tasks within a specified time;
10. "C" Class Driver's Licence; and
11. National Police Clearance.

Desirable:

1. Knowledge of the heritage industry; and
2. Demonstrated qualifications and/or experience in the related disciplines.

For Further Job Related Information