Customer Experience Coordinator – Civic Theatre

Job No: CN2420
Location: Newcastle

  • Ensure a memorable customer experience at Newcastle’s iconic Civic Theatre.
  • Permanent full-time role – 35 hours per week.
  • Flexible work arrangements available.

Thriving and rapidly transforming, Newcastle is New South Wales’ second largest city and is located 160km north of Sydney. It offers the perfect lifestyle and career environment.

City of Newcastle (CN) is currently seeking an inspirational Customer Experience Coordinator to join our Civic Services team. Civic Services manages key City of Newcastle venues and cultural facilities - Newcastle City Hall, Fort Scratchley Function Centre and Barracks, the Civic Theatre and Playhouse, Wheeler Place, the Newcastle Visitor Information Centre and the Civic Digest café.

The team is passionate about Newcastle, culture, and the venues they look after, all with the view of benefitting the greater community.

As the Customer Experience Coordinator, you’ll be based at the historic Civic Theatre and will ensure the provision of a first-class live performance or event experience to patrons of the Theatre and associated venues. Your primary objective will be creating a safe and welcoming environment for all visitors where staff are happy to help and are equipped to answer any and all questions. You’ll also be responsible for maximising sales and delivering operational excellence in all areas of your portfolio, while developing and building strong cross-departmental and organisational links within CN.

With 20+ casual direct reports, you’ll draw upon your supervisory experience in front of house services for live performance events or hospitality to lead, motivate and develop the Customer Experience team to deliver the highest standard of customer service for visitors. You will be responsible rostering and recruitment, as well as training and development for both staff and a small group of volunteers.

With budgetary accountability, you’ll implement strategies to generate and improve revenue whilst managing point of sale operations, with the view to maximise profitability and cost effectiveness. You will manage the usage and presentation of foyers and public areas through liaison with programming, marketing and venue staff and support programming initiatives.

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

The essentials you’ll need:

  • Demonstrated experience in live performance, event or hospitality industries at a senior supervisory level.
  • Experience in engaging, supervising, training, rostering and working alongside casual staff and volunteers.
  • Demonstrated ability to work within financial targets and operational budgets.
  • Demonstrated ability to identify and deliver new business opportunities and strategies, including the ability to network externally in order to keep abreast of recent developments.
  • Demonstrated capacity in business planning within a hospitality and/or live performance venue environment.
  • Demonstrated knowledge of industry practice and regulations with regard to WH&S, emergency and standard operating procedures for public assembly facilities.
  • Sound understanding of point of sale and stock management systems within a food and beverage environment including cash handling, office administration and staff supervision skills.
  • Excellent communication skills, both oral and written, with proven results in effective and positive relationships with colleagues and the general public.
  • Flexible with availability to work weekends on occasion.
  • Hold current RSA certification and Working with Children Check.

Other valuable skills you have:

  • Passion for the performing arts.
  • Knowledge and demonstrated experience in setting up and managing profitable bar operations.
  • Experience in using Event Management software (eg Ungerboeck)
  • Experience in implementing systems that track visitor statistics and the ability to leverage resulting data to implement best of business audience development strategies.
  • Event conceptualisation and management experience.

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

To view the full position description please click here.

Application Closing Date: Sunday, 28 February 2021.

Remuneration: $78,352.10 + 9.5% Superannuation per annum for a 35-hour week.

Contact: Leonie Wallace – Manager Civic Theatre – 02 4974 2541.

The NSW Child Protection (Prohibited Employment) Act 1998 makes it an offence for a person convicted of a serious sex offence, or a Registrable Person under the Child Protection (Offenders Registration) Act 2000 to apply for these positions. Relevant criminal, Working With Children and prior employment checks, including relevant disciplinary proceedings, will be conducted on recommended candidates.

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