Ballet & Drama School Receptionist

THE NATIONAL 
The National in St Kilda endures as a magnificent live performance venue and home to emerging and established independent artists in Australia’s creative arts industry.  We also nurture emerging talent through our two esteemed training institutions. The National Drama School (est 1936) was the original actor training institution in Australia and The National Ballet School (est 1939) has been training dancers for over 80 years. Both schools provide exceptional training by professional teachers to students of all ages and performance experience.

PRIMARY PURPOSE

The National Ballet and Drama Schools’ Receptionist plays an important role in the smooth running of the Full-Time and Part-Time Ballet and Drama Schools. Your primary objective is to provide customer-centred delivery of service to students, teachers, and parents. You will play your role in striving for excellence and use your passion for people and the Arts to enable students and teachers to thrive in the welcoming environment that you help to create.

You will be guided to deliver timely, accurate, and appropriate communications with the teachers, students, and the parents/guardians of Full-Time and Part-Time schools. You will be able to think on your feet, predict what is coming next and deliver timely messages within the team and to our customers. You love building relationships with our students/families and you are passionate about The National, its objectives and its potential.

Discussing the range of classes with parents and students and advising them on the choices available is a key part of the role; you will continually learn about the evolving opportunities available through the strong relationship you build with the Schools Administration Manager. For every enquiry, there is an opportunity for all members of the diverse Melbourne community to be part of The National family.

Each year there are key term/yearly dates to share, along with special events and sharing detailed production schedules.  These communications span a range of delivery channels; in person, by phone, email, and SMS. This role is key to ensuring an efficient, professional, customer-focused service is provided.

Maintaining the schools' database and creating dynamic, perfectly written emails to ensure that parents and students are up-to-date on events and payment schedules throughout the year is a must; these communications are an area where your precise communications and creativity can flourish in equal measure.

Standard Hours: 3-5 shifts per week as listed below

Monday3:45-10:15 pmThursday3:45-10:15 pmTuesday3:45-9:45 pmFriday4:00-7:45 pmWednesday3:45-10:15 pmSaturday8:30-4:30 pm

Additional shifts as needed during productions and school holidays. 

ORGANISATIONAL RELATIONSHIPS

Reports to: Schools’ Administration Manager

Works closely with: Head of Schools’ Administration, Schools’ Administrator, Associate Director of Ballet; Associate Director of Drama; Artistic Director of Ballet; Artistic Director of Drama; part-time teachers

ACCOUNTABILITY & EXTENT OF AUTHORITY
This role is accountable to the Schools Administration Manager (in consultation with the Head of Schools Administration) and is responsible for the effective and efficient Schools’ office operations at The National Ballet School and The National Drama School.

The Receptionist may be required to make immediate decisions when handling customer requests. Decisions about customer issues and advice offered to other staff must be based on a sound knowledge of the schools and its procedures and must be reported to the Schools Administration Manager as required.

All student, teacher, and staff and Schools' operational information must be maintained as strictly confidential. Understand and observe The National Ballet School and The National Drama School procedures.

ORGANISATIONAL REQUIREMENTS

• Ensure the safety and care of students aged from 3yrs to 99yrs; we welcome everyone and value all ages
• Exemplary customer service in a positive success-focused work environment
• Following procedures to maintain the compliance of working within an RTO environment
• Meeting The National Melbourne codes of conduct and values; they are the ethos of the organisation
• Contributing to and supporting the achievement of The National Melbourne and its goals and objectives
• Aligning with authorised The National Melbourne policies, guidelines, and procedures
• Protecting the safety of self and other workers through safe work practices

KEY ACCOUNTABILITIES

Service Delivery Specifications

1. Following direction from the Schools’ Administration Manager manage the day-to-day operations and administration of the Reception Desk services for the Ballet & Drama Schools. Includes database upkeep, record-keeping, maintaining teacher, student and casual staff records, ensuring procedures are updated, maintained and striving for excellence.
2. Deliver effective, appropriate communications across all channels, providing high-quality customer service and building relationships with students, parents, and teachers.
3. Providing information on classes and advising on the best classes for a potential student.
4. Liaising with teachers and all relevant internal operational departments to ensure the smooth delivery of high-quality, customer-focused services.

SELECTION CRITERIA

1. Demonstrated administration experience especially in a school environment, with a sound understanding of the operations of a Ballet and /or Drama School (possibly gained through being an administrator at a school, former student, parent of a student, former dancer, or teacher).
2. Highly developed clear, and effective communication, and customer-centric service skills (written and verbal); a solutions focused person with proven ability to work effectively as part of a small team.
3. Contemporary experience and high competence / quick learner with Google G Suite and a willingness to learn new software programs e.g. DanceBiz, aXcelerate, Jotform and Canva.
4. Ability to think quickly and prioritise safety of students over additional administrative tasks. Able to resume administrative tasks and complete them in a timely manner.

Mandatory Criteria

• Working with Children Check
• Ability to work stated hours, including evenings and weekends

Desirable Criteria

• Knowledge of or interest in the Performing Arts
• Experience of DanceBiz and/or aXcelerate (or similar RTO systems)
• Current Level 2 First Aid Certificate

Employee Benefits

Continual professional training and development opportunities
A short tram ride from Melbourne CBD to bustling St Kilda, 3 mins walk from beach

Complimentary tickets to The National Ballet and Drama School productions (subject to availability)
Discounts for staff and immediate family members to attend part-time courses

Your application
Please send a cover letter responding to the Selection Criteria and detailing your interest and eligibility for this role, along with your resume, and two referees’ contact details to ******@nationaltheatre.org.au  

Closing date: Sunday 5 May 2024
Interviews will be held with the Head of Schools Administration and Schools Administration Manager w/c 6th of April with a training start date w/c 13th of May.