Coordinator, Customer Service Operations

Seeking a Coordinator, Customer Service Operations, for coordinating customer service operations.

VPS 3.2: $84,166 per annum + 12% superannuation

Full Time, Fixed Term for 2 Years

Closing date for application: 5pm on 30 July 2025

The National Gallery of Victoria (NGV) is seeking a Coordinator, Customer Service Operations, for coordinating customer service operations, with a focus on successfully implementing and delivering initiatives and ensuring a high standard of service.

ABOUT THE POSITION:

You will be responsible for overseeing customer service staff by clearly defining expectations across operations, monitoring performance, providing timely and constructive feedback and facilitating employee development. Other key responsibilities include:

• Collaborating with internal teams to develop, implement and monitor initiatives and systems that support visitor engagement, including actioning changes or improvements to service delivery, preparing and distributing communications, delivering briefings, and related tasks.
• Leading the development of the Gallery’s customer service training program, NGV Service Standards, including facilitation, communications, inductions and ongoing staff training, and monitoring the program for improvement.
• Providing support to the Head of Customer Service as required. Contributing to departmental and team goals and participating in organisational initiatives and activities as required.

To be successful, you will have extensive experience in leading large-scale customer service operations, with a strong focus on service excellence. You identify and understand the long-term impacts 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 are able to produce project plans where objectives are clearly defined and action steps for achieving them are clearly specified; regularly communicate with and support project team members and ensure project objectives are met by anticipating and managing potential emerging issues.

Previous experience with Tessitura or similar CRM software is highly desirable.

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 30 July 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 job.applications@ngv.vic.gov.au or by using the National Relay Service on 133 677 and asking for 03 8620 2222.