Customer Relations Officer

Please be advised that scheduled maintenance is to be undertaken on Saturday 27th July 2024 from 1 PM to 11 PM (AWST) and the system will be unavailable during this window.Convenience Buttons:Customer Relations OfficerSalary: Level 2, $70,432 - $75,516 p.a. Public Sector CSA Agreement 2022
Location: Perth
Unit/Division: Engagement
Work Type: Casual, Permanent - Part Time, Permanent - Full Time, Fixed Term - Part Time, Fixed Term - Full Time
Position No: Pool Ref 13288
Closing Date: 2024-07-10 4:00 PM
Attachments: -
-We are seeking to establish a pool of customer service superstars for our Customer Relations team. This pool will be used to fill vacancies that may arise within the next 12 months for permanent, fixed term, full time, part time and casual opportunities.We currently have one, Fixed Term, Full Time vacancy available for 12 months, with the possibility of extension and/or permanency.As a measure to achieve equality under Section 66R of the Western Australian Equal Opportunity Act 1984 (the Act), people with a disability who meet the requirements of the position may be prioritised for appointment. For example, in the event of two equal applicants, Section 66 of the Act allows agencies to appoint the applicant with disability.About usThe Western Australian Museum is a vibrant centre of inspiration, learning and enjoyment for everyone. It preserves, documents and shares collections relating to the State’s natural and cultural heritage. It collaborates with people across Western Australia to share the stories and voices of diverse communities. It works alongside national and international organisations, contributing to global research, promoting life-long learning, and developing and hosting world-class exhibitions.About the roleOn behalf of all WA Museum sites, the Customer Relations team provide high level customer service to members of the public via phone and email through a dedicated information, ticketing and booking service.The Customer Relations Officers are based at the WA Museum Boola Bardip in the Administration building where they also provide reception duties for incoming visitors and deliveries.Please note that the Museum operates seven days per week and some weekend / public holiday work will be required.About youOur ideal candidate will have strong customer service skills, work well in a team environment and be able to use multiple computer software applications quickly and efficiently.The successful applicant will be expected to:

• Provide information and / or refer enquiries about WA Museum services and programming via telephone and email.
• Provide a ticketing and booking service to the WA Museum members and members of the public via Tessitura (our specialised Customer Relationship Management ticketing database).
• Process credit card and Eftpos payments in compliance with audit standards.
• Respond to customer comments and complaints and take appropriate remedial action.
• Use a range of computer application software packages as part of their daily duties.
• Reception duties including visitor sign-in on arrival and handling incoming and outgoing deliveries.

How to applyPlease ensure that you review the attached Job Description Form (JDF) for further information about the work-related requirements (Selection Criteria) of this position. This information will assist you with the preparation of your application.We require you to submit:

• A current comprehensive CV including the contact details of two referees.
• A cover letter (no more than one A4 page) outlining:

• your experience using a Customer Relationship Management Database or similar system. Tell us about the system, what it is used for and how you used it.
• a time when you provided excellent customer service dealing with a complaint. Tell us about the situation, what remedial actions you took and the result.

The remaining work-related requirements will be assessed at a later stage in the recruitment process.Please ensure that you allow sufficient time to submit your application, as late applications will not be accepted.To submit your application, click “Apply for Job” button at the bottom of this page. Emailed applications will not be accepted.If you experience technical difficulties applying online, please contact the RAMS Helpdesk on 1300 733 056, in the first instance. For information about the process, you can contact Human Resources via hr@museum.wa.gov.auFurther InformationIf you would like further information on this opportunity please contact, Rhiannon Fox, Coordinator Ticketing & Membership on (08) 6552 7327.Eligibility to ApplyTo be eligible for appointment, applicants must have a valid working visa (for fixed term appointments), or be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia (for permanent appointments) at the time of application.A current (within 6 months) National Police Clearance Certificate will be required prior to commencement of employment, as per the Department’s Police Record Screening Policy.Pool RecruitmentThis pool will be open for a period of 12 months from the day after the breach of standard claim period closes. Permanent, fixed term, full time, part time and casual appointments may be offered as vacancies arise; however, an appointment is not guaranteed.Applicants found suitable in this Pool, may be considered for subsequent, similar vacancies with the WA Museum and the Department of Local Government, Sport and Cultural Industries (DLGSC) for the duration of the Pool.Equity and DiversityThe WA Museum is an equal opportunity employer and is committed to creating an equitable and diverse working environment and providing opportunities for Aboriginal and Torres Strait Islander people, people with disabilities, people from culturally- diverse backgrounds, and young people. The Museum values the importance of a work environment which is representative of the wider community, and which supports a variety of perspectives.Accessibility: If you have any communication or access needs that require adjustment to allow you to participate in this recruitment process, please contact the National Relay Service on the following numbers: