Senior Coordinator, Customer Service & Operations
Share
Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
VPS 4.1: $97955 per annum 12% superannuation
Full Time Ongoing
Closing date for application: 5pm on 28 January 2026
The National Gallery of Victoria (NGV) is seeking a Senior Coordinator Customer Service & Operations to support the strategic planning and delivery of NGV customer service operations and initiatives to maintain a high standard of engagement with audiences.
ABOUT THE POSITION:
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 organisations 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.
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 28 January 2026.
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 or by using the National Relay Service on 133 677 and asking for.
Required Experience:
Senior IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
