Visitor Experience Workforce Team Leader, APS Level 6, Questacon

• Canberra
• Applications close 26 November
• The salary range for this role is $102,072 - $111,701

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the team

Questacon – The National Science and Technology Centre is a division of the Australian Government Department of Industry Science, Energy and Resources. Our Vision is “Australians are inspired by science and technology and the opportunities it creates for the future” and are driven by the purpose of “creating fun interactive learning experiences that stimulate engagement in science and technology.” Science communication is at the heart of what we do.

The Visitor Experience team contributes to Questacon’s purpose by delivering high customer and client service standards that enhance our visitors’ experience and interaction with science at the Questacon Centre in Parkes. The team enhances the visitor’s experience through effective and professional operation of all visitor service points. The Visitor Experience team provides a positive and inclusive work environment for all staff and visitors

The opportunity

You will be joining and help lead a dynamic, fun and inclusive team who enjoy providing inspiring STEM engagement for visitors to Questacon’s Science and Technology Centre.

Our ideal candidate

Our ideal candidate will be skilled in developing an inclusive and positive culture and enhancing people’s capability. You will demonstrate excellent communication skills and contribute to a productive workplace in a busy environment with competing demands.

Are you a consummate professional and a dynamic leader? Can you work collaboratively across teams? You will understand what is required to create and deliver an outstanding visitor experience and excellent outcomes for Questacon, our staff, visitors, stakeholders, and supporters.

The Visitor Experience leadership team leads a large and diverse team who deliver engaging, quality and inspirational experience to Questacon visitors seven days a week, 364 days a year. We are looking for people who have:

• demonstrated experience in leading and developing a large team in a public-facing or customer service environment,
• excellent communication skills,
• an ability to motivate teams to achieve results,
• good time-management skills, including ability to manage a range of projects with pressing deadlines alongside busy front-line operations, and
• an understanding or experience in what it takes to create the kind of visitor experience that leaves a lasting and positive impression.

Our department has a commitment to inclusion and diversity, with an ambition of being the best possible place to work. This reflects the importance we place on our people and on creating a workplace culture where each and every one of us is valued and respected for our contribution.

Our ideal candidate adds to this culture and our workplace in their own way.

What you will do

The Visitor Experience Workforce Team Leader is responsible for:

• Leading a large and diverse (predominately casual) customer service and science communication team in gallery and Centre business operations. This includes recruiting, training and developing the team to build a sustainable, cohesive workforce delivering consistently excellent visitor engagement,
• Ensuring the Visitor Experience team members have a clear understanding of their roles, responsibilities, and expectations,
• Provide Visitor Experience team members with regular feedback to curate a well-supported and high performing team,
• Ensuring Visitor Experience management is well informed and escalates issues appropriately,
• Coordinating training and development opportunities for staff to ensure they are engaging, effective and relevant,
• Engaging with internal stakeholders and regularly observe the public-facing workplace to ensure visitor experience is maintained to a high standard,
• Managing staff issues as they arise in a confidential, consistent, and professional matter,
• Working as a member of the Visitor Experience leadership team to effectively manage staffing resources and expenditure within budgetary guidelines, ensuring appropriate levels of staffing are established and always maintained,
• Supporting the Visitor Experience team with operational tasks and other duties as required.

Eligibility

To be eligible for this role, you must:

• Hold or be able to obtain a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 and maintain this registration for the duration of employment.
• Pass a national police check, and
• Be able to obtain a basic First Aid Certificate.

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

You will work within the scope of the Department’s Enterprise Agreement and other policies.

Outside of the usual pattern of work, this role may require some after-hours or weekend work.

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette. 

The department does currently offer flexible work opportunities for many roles. The role is based at Questacon’s National Science and Technology Centre in Parkes and has place-based requirements. Please reach out to the contact officer to discuss this further.

Application information

Your application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.

You may use AI tools to support your application. However, all content must be accurate, authentic, and reflect your own capability in line with APS merit principles. For further guidance, please refer to the APSC’s Principles for candidate use of AI in recruitment.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact *************************** or (************* if you require assistance with your application.

Please refer to our Applying for a position information for additional information on how to apply.

Contact Information

For more information regarding this opportunity, please contact Kimbelee Lockwood on ************ or via email on ***********************************