• Full-time, Ongoing, APS 5 position
• Attractive employee benefits including 15.4% superannuation
• Australia’s leading museum located waterside in beautiful Darling Harbour

The Australian National Maritime Museum is seeking an experienced and highly organised Project Officer, Bookings with a strong focus on customer service to join our Learning, Site Activations and Programs teams in this ongoing APS Level 5 position.

As one of Sydney’s most visited museums, the Australian National Maritime Museum shares our national maritime story across Australia and the world, online, onsite and through research, presentations and travelling exhibitions, and provides must-visit museum experiences that delight and inspire.

We connect our visitors with the oceans and waterways that are the heartbeat of who we are. From deep time to modern Australian and beyond, we explore our past, our present and future as an island nation shaped by sea, offering a sustainable and cohesive vision for the future.

The Museum welcomes over 2.5 million local, interstate and international visitors annually, and is supported by a thriving and passionate staff, membership, volunteer and education base. Find out more at sea.museum.

The Project Officer Bookings plays a key role in the administration of school education programs, public programs (E.g., vacation care groups and special holiday programs) and site activations in the Storytelling and Engagement division. The position is the first point of contact for booking enquiries for organised programs and has the primary responsibility of delivering a high standard of customer service. The role handles the school and public program booking process from the first point of contact – which may be via online booking forms, telephone or e-mail – to booking negotiations and invoicing. Customer, program, booking and ticketing information will be managed and processed in the Museum’s CRM and online ticketing platforms.

The position works across the Storytelling and Engagement division and is therefore required to liaise closely with staff from multiple teams to ensure accurate, relevant and up-to-date information is provided to customers. There is a close working relationship with the education team during the school term, the public programming team in holiday periods. The position therefore plays a pivotal role in the start-to-end journey of customers participating in organised activities and contributing to efficient workflow and cohesive relationships in the Museum.

Key Accountabilities
Under limited direction, this position is responsible for delivering the following functions:

• Manage the booking process for the Storytelling and Engagement division, including oversight of the Customer Relationship Management (CRM) system and customer communication.
• Customer service administration using Salesforce, the Museum’s CRM system, for the Storytelling and Engagement division.
• Daily communication with teachers and tour operators, via telephone, e-mail and online booking forms, to organise bookings for curriculum-linked, school education programs at the Museum.
• Liaising closely with the Education and Public Programs teams to co-ordinate bookings for school and vacation care groups during the school term and holidays.
• Negotiate bookings in a multi-disciplinary work environment, meeting the needs of customers, while factoring in commitments of teams at the Museum, and other external stakeholders.
• Management of the invoicing process within the division.
• Communicate with the Information Technology (IT) department to ensure updates and improved workflow in Salesforce and on the Museum’s website.
• Collaborate with staff from other sections of the Museum, including Front-of-House, Venues and Fleet, for events related to school and public programs, and site activations.
• Assist staff across teams in the Storytelling and Engagement division with the preparation of Eventbrite event pages and provide customer information to relevant staff to facilitate program delivery.
• Contribute to the collection of visitor statistics for reporting purposes.

Selection Criteria

• Demonstrated experience in the administration of a ticketing and bookings system, including highly developed skills in computing and maintaining accurate records.
• Highly developed communication and liaison skills with an ability to represent the Museum to customers including teachers, community groups, visitors and staff.
• An understanding of school and teacher requirements when enquiring about and booking school excursions.
• Collaborative skills to understand and implement the needs of different teams in the bookings process.
• Experience working within a customer-facing team.

Qualifications and/or relevant experience required

Mandatory

• A tertiary degree in business or arts administration, or 3-5 years equivalent administrative experience working in a multi-disciplinary work environment.
• Knowledge and experience of a CRM system and experience in customer service.

Desirable

• Experience working in a cultural institution.
• Experience using the Salesforce CRM.

When applying via our online e-recruitment system, please provide a written application addressing each Selection Criteria. Your current resume is also to be included in your application.
In addition to an application and your resume, the assessment process for this position may also include an interview and referee reports.

Applications Close: 5pm AEDT, Wednesday, 13 November 2024. No Applications will be accepted by mail or email.

Selection for this position will be made on the basis of relative merit which will be assessed against each item of the selection criteria. Applications that do not address the selection criteria will not be considered for short listing by the Selection Committee. As part of the selection process the selection committee may invite candidates to undertake psychometric test, you should advise the selection committee if you have any special needs. Psychometric tests may be used as the initial short-listing test or later in the selection process. Some tests are very short while others may take one or more hours.

This position is open to all eligible members of the community, and we encourage applications from Aboriginal and Torres Strait Islander people, people with a disability and people from every cultural and linguistic background. To be an eligible member of the community, you must be an Australian citizen. Applications may be accepted from Australian permanent residents who are in the process of acquiring Australian citizenship.