Senior Coordinator, Customer Service & Operations

The NGV is seeking a Senior Coordinator, Customer Service & Operations to support the strategic planning & delivery of NGV customer service operations

You will be working closely with the Head of Customer Service to develop and implement strategies that deliver operational improvements and drive audience engagement across customer service areas including ticketing, administration and NGV Memberships. Other key responsibilities include:

• Managing customer service staff and operations to deliver agreed outcomes by clearly defining expectations, monitoring performance and providing feedback on improvements. This includes supporting customer service operations during peak periods as required.
• Overseeing the delivery of the NGV Service Standards program to support internal training and development in relation to customer service.
• Working collaboratively to support CRM initiatives, including ticketing and analysis and customer service projects, with a focus on organisational training and internal and external user experience.
• 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 desirable.

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