VPS 4.1: $92,332 per annum + 11.5% superannuation
Full Time, Fixed Term for 2 years
Closing date for application: 5pm on 29 April 2025

The National Gallery of Victoria (NGV) is seeking a Senior Operations Coordinator to lead the strategic planning and delivery of customer service operations and initiatives, to maintain high standards of service performance, team and customer engagement.

ABOUT THE POSITION:

You will be responsible for leading customer service staff and operations by clearly defining expectations, monitoring performance, providing timely and constructive feedback and facilitating employee development. This also includes supporting customer service during peak periods. Other key responsibilities include:

• Working with the Head of Customer Service to develop and implement strategies that create business improvements and drive engagement, including operational, ticketing, resourcing, budget and data analysis.
• Being a key stakeholder for CRM innovation, maintenance and analysis with a focus on organisational training and user experience.
• Leading delivery of the NGV Service Standards program including ongoing facilitation, program development and evaluation.
• Contributing to departmental and team goals and participating in organisational initiatives and activities as required (including ensuring a safe and healthy environment for colleagues, visitors and stakeholders).
  
  

To be successful, you will have extensive experience in leading large scale customer service operations, with a strong focus on service excellence. You will have previous experience with Tessitura or a similar CRM software.

You can identify and understand the long-term impact of particular courses of action on the organisation’s objectives, understand how various processes within an organisation integrate and recognise components of a system and their interconnections. You establish and maintain relationships with people at all levels, forge useful partnerships with people across business areas, functions and organisations, build trust through consistent actions, values and communications, cooperate and work well with others in the pursuit of team goals, collaborate and share information and accommodate and work well with the different working styles of others.

Demonstrated knowledge and understanding of the principles and practices of Equal Opportunity, Risk Management, Occupational Health and Safety, and ability to apply them to work practices is well regarded.

Weekend and overtime work may be required as per operational needs.

For more details, please refer to the attached role statement.

HOW TO APPLY:

To apply for this role, please go to ‘Apply’ and include the following documents in your application:

• A resume/CV
• A cover letter
• A statement addressing the key selection criteria in the role statement
  
  

Applications close at 5pm on 29 April 2025.

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 [email protected] or by using the National Relay Service on 133 677 and asking for 03 8620 2222.