Visitor Experience Officer x2

The Visitor Experience Officers will be responsible for providing proactive, responsive and high-quality customer service standards for new and existing visitors to Royal Botanic Gardens Victoria. This role ensures visitors receive clear, welcoming information on arrival, and leave having had a positive and safe visitor experience. The role also provides a level of protection for site assets through the enforcement of key RBGV regulations.
Job Details
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Department: Royal Botanic Gardens
Work Type: Ongoing - part time
Job Function: Customer Service / Call Centre
Classification: RBGV 2.2
Work Location: Melbourne - CBD
Reference: VG/421920A
Closing Date: 29-Jul-2019
Salary Range: $58,870 - $65,036
Job Duration: N/A
Attachments: Visitor Experience Officer.pdf (PDF, 109KB)


Contact: Erin Kelly
Erin.Kelly@rbg.vic.gov.au

Position Details

  • Opportunity to work for an iconic Victorian landmark
  • 1x Full Time, Fixed Term (till 6 May 2020) position
  • 1x Part Time (15.2 hours), Ongoing position
  • South Yarra location

Royal Botanic Gardens Victoria is comprised of two significant sites: Melbourne Gardens, a world-renowned heritage landscape with a significant state-owned collection, much loved by Melburnians, and Cranbourne Gardens, a conservation and design site dedicated to Australian flora and fauna, including the internationally award-winning Australian Garden.  Together, the two sites provide extraordinary opportunities for community engagement and cultural expression, recreation, learning and participation, as well as Australian and Victorian tourism. The Gardens also plays an active role in promoting Melbourne as a resilient city, contributing to social cohesion and enhanced scientific literacy, toward our vision of a healthy planet and flourishing local community.

The Visitor Experience Officers will be responsible for providing proactive, responsive and high-quality customer service standards for new and existing visitors to Royal Botanic Gardens Victoria. This role ensures visitors receive clear, welcoming information on arrival, and leave having had a positive and safe visitor experience. The role also provides a level of protection for site assets through the enforcement of key RBGV regulations.

Success Profile

  • Qualification in relevant tourism, hospitality or related customer front-line position and/or demonstrated professional experience in customer service
  • Demonstrated experience in delivering high quality, responsive customer service and positive handling of customer feedback in a busy environment
  • Experience in a sales-based environment, including management of bookings, cash handling, invoice generation and ticket sales.
  • Experience using a point of sales system is desirable
  • Demonstrated experience handling emergency or customer service-related incidents, in particular within legal and regulatory frameworks
  • Excellent interpersonal and communication skills with a demonstrated ability to deal with a broad range of people with courtesy and efficiency
  • Sound judgement, excellent problem-solving skills, and the ability to assess situations quickly and respond appropriately
  • Intermediate computer skills including use of databases and other software in the Microsoft Office suite

For further details please refer to the position description.

To apply for this role, please visit the Royal Botanic Gardens Victoria's website at http://www.rbg.vic.gov.au/about-us/job-opportunities or http://jobs.careers.vic.gov.au by Monday the 29th of July 2019.

Enquiries can be directed by email to Erin Kelly, Acting Team Leader, Visitor Experience at Erin.Kelly@rbg.vic.gov.au.   

Applications should include a CV and also address the list of role requirements under the heading of Success Profile as stated in the position description found under the ‘Attachments' heading on the Victorian Government website.

Applications must state which position is being applied for and will only be accepted via the Victorian Government website.


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