Casual Customer Service Attendants...Casual Customer Service Attendants Apply Now! Want to be a part...
Transcript of Casual Customer Service Attendants...Casual Customer Service Attendants Apply Now! Want to be a part...
Casual Customer Service Attendants Apply Now!
Want to be a part of the biggest events on the NSW sporting calendar? The Sydney Cricket
and Sports Ground Trust are seeking motivated, enthusiastic and confident customer service
staff to join our event day team. You will provide our patrons with the best possible event day
experience at a variety of sporting and entertainment events across both the Sydney Cricket
Ground and Allianz Stadium.
Requirements
• 1-2 years experience in a similar customer service related role
• Excellent communication skills
• Friendly, confident and helpful
• Excellent team player with good problem solving skills
• Available to work regularly during the AFL season
• Applicants must be aged 18 years or older
If you are seeking casual employment and feel that you have the relevant experience, skills and enthusiasm
to excel in this role, we want to hear from you! Please submit your resume along with a cover letter outlining
why you are the best person for the job to [email protected]
Applications close COB Monday 5 March 2018
In the interest of safety, employment is subject to background checks. The Sydney Cricket and Sports Ground
Trust values social and cultural diversity and is committed to the principles of equal employment opportunity
and the provision of a safe and healthy work environment.
Role Description
1. Purpose of the Role To ensure our Guests receive an excellent customer service experience by providing
memorable greetings, exceptional service delivery and resolving guest problems.
2. Key Accountabilities • Reflect the core values of the Trust’s Guest Service Charter, this includes;
- Consistently strive to demonstrate superior knowledge of our venues, values, events, partners, products and services
- Anticipate issues and be pro-active in approach. Immediately respond to patron’s needs and feedback by listening and providing a solution. Understand when a problem needs to be escalated to a team leader or supervisor
- Invite interactions with a confident and approachable posture, gestures and facial expressions. Commit to engaging eye contact, smiles, verbal welcomes and farewells
- Always present a professional image - Consistently demonstrate awareness of risks in a caring and responsible manner
• Ensure dress regulations for specific areas are followed and consistent with
expectations.
• Ensure accreditation requirements for specific areas are followed including checking
identification and making sure unauthorised guests do not access our venues.
• Adequately check patron’s tickets whilst assisting flow through turnstiles.
• Assist patrons in finding their seats in a clear and engaging manner
• Have a detailed knowledge of emergency evacuation procedures and the role a
customer service attendant holds in each position across our venues. Can safely and
efficiently evacuate members of the public in an emergency situation without difficulty.
POSITION TITLE
Customer Service Attendant
REPORTS TO
Event Staff Customer Service Manager
ROLE CLASSIFICATION
Employee
ROLE TYPE
Casual
DIVISION
Human Resources
DEPARTMENT
Human Resources
DATE February 2018
• Understands the different ticket systems at Allianz Stadium and the Sydney Cricket
Ground and can assist guests with any enquires.
• Understands the three main areas of our venues – Public, Members and Corporate.
Can assist a guest from any of these areas with an enquiry or problem.
3. Key Challenges
• Adhering to the requirements of the Guest Service Charter in any circumstances that may prevail including; rowdy crowds, intoxicated patrons and bad weather.
• Remaining alert and focussed throughout the event, maintaining physical presentation standards at all times i.e. not sitting, slouching or leaning.
• Being vigilant in anticipating undesirable behaviour, monitoring intoxicated patrons, identifying suspicious behaviour and/or objects
4. Key Relationships
Who Why Event Manager/Coordinator Assist with staffing events and ensuring they run
smoothly.
Event Staff Customer Service Manager Communicate and advise on any roster and staffing coordination issues for events.
Customer Experience Manager Communicate and advise on any customer experience goals/initiatives
Human Resources Coordinator Communicate and advise on any employee issues.
Work, Health and Safety Manager Communicate and advise on any WHS issues.
Team Leaders/Supervisors Work with and support on resolving problems and providing customer service to guests and members.
Crowd Safety Officers/Supervisors Communicate and assist with addressing crowd safety issues.
Members and Patrons Liaise with guests to resolve problems and provide customer service.
5. Capabilities of the Role
Capability Group
Capability Name Level
Display Resilience and Courage Act with Integrity Manage Self Value Diversity
Foundational Foundational Foundational Foundational
Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate
Foundational Foundational Foundational Foundational
Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability
Foundational Foundational Foundational Foundational
Finance Technology Procurement and Contracts Project Management
N/A N/A N/A N/A
Manage and Develop People Inspire Direction and Purpose Optimise Business Outcomes Manage Reform and Change
N/A N/A N/A N/A
6. Focus Capabilities for the Role
Capability Group and Name
Level Behavioural Indicators
Personal Attributes
Act with Integrity
Foundational
• Behave in an honest, ethical and professional way
• Take opportunities to clarify understanding of ethical behaviour requirements
• Identify and follow legislation, rules, policies, guidelines and codes of conduct that apply to your role
• Speak out against misconduct, illegal and inappropriate behaviour
• Report apparent conflicts of interest
Personal Attributes
Value Diversity
Foundational
• Acknowledge and be responsive to diverse experiences, perspectives, values and beliefs
• Be open to the inputs of others • Work to understand the perspectives of
others
Relationships
Communicate Effectively
Foundational
• Speak at the right pace and volume for varied audiences
• Allow others time to speak • Display active listening • Explain things clearly • Be aware of own body language and
facial expressions • Write in a way that is logical and easy
to follow
Relationships
Foundational
• Work as a supportive and co-operative team member, share information and acknowledge others’ efforts
Work Collaboratively
• Respond to others who need clarification or guidance on the job
• Step in to help others when workloads are high
• Keep team and supervisor informed of work tasks
Results
Deliver Results
Foundational
• Complete own work tasks under guidance, within set budgets, timeframes and standards
• Take the initiative to progress own work
• Identify resources needed to complete allocated work tasks
• Seek clarification when unsure of work tasks
Results
Think and Solve Problems
Foundational
• Find and check information needed to complete own work tasks
• Identify and inform supervisor of issues that may impact on completion of tasks
• Escalate more complex issues and problems when these are identified
• Share ideas about ways to improve work tasks and solve problems
• Suggest improvements to work tasks for the team
7. Role Dimensions Decision making This role has limited operational decision-
making responsibility however must make
effective decisions in relation to dealing with
customer service problems.
Dimensions This role will work closely with our patrons
which make up crowds of up to 50,000
people. This position works within an event
day team of around 450 people.
Reporting Arrangements This role reports to the Event Day Staff
Team Leaders and Supervisors and also to
the Event Managers/Coordinators and
Event Day Staffing Coordinators.
8. Qualifications/Experience • At least one years’ experience working in a customer service environment
• RSA is desirable but not essential
9. Workplace Health and Safety All workers are required to follow the Sydney Cricket & Sports Ground Trust’s Work Health &
Safety Policy and associated health and safety procedures as a condition of employment. As
required by the NSW Work Health & Safety Act 2011 workers are required to:
• Take reasonable care of their own health and safety, and
• Take reasonable care that their own acts or omissions do not adversely affect the health and safety of any other person in the workplace and
• Comply with any reasonable instruction given by the Trust or its management which allows the Trust to comply with its legislative requirements.
Employees with management or control of a workplace may have duties under the act in
addition to those stated above.
Furthermore, all employees shall:
• Ensure they are physically and mentally fit for work and are free from the effects of alcohol and/or drugs at all times whilst present in the workplace
• Report all hazards, incidents and near misses to their supervisor as soon as practicable after being made aware of such
• Take reasonable steps to ensure your work area does not place yourself or others at risk of injury or illness.
• Ensure they are able to stand for a minimum four (4) hour shift.
10. Other Requirements • Flexibility in work hours including weekends, public holidays and out of hours work.
• Must attend staff training, workshops and meetings as and when required.
• Must complete online training modules as and when required. Name: _________________________________ Date: ________________________
Signature: ______________________________