Administrator – Permanent F/T

CONTEXT

The Abbotsford Convent is an inclusive, warm, and welcoming place – the community is at the heart of what we do. This dynamic environment provides incredible opportunities for meaningful community impact through a friendly, warm, creative, flexible, and solutions orientated approach.

As the principal point of contact for the ACF community and visitors, the Administrator welcomes, attends to, and anticipates all visitor needs and questions. The Administrator is responsible for managing all general enquires, via phone and email, general administrative processes, and greeting visitors to the ACF’s Information Office, in a friendly and efficient manner.

With close to 30 ACF staff collaborating with diverse partners and stakeholders, this role requires a team member who has a flexible approach to day-to-day operations, capacity to thrive in a dynamic environment, and alignment to the ACF’s vision and values. A key role within our small, but skilled and passionate team, the Administrator is responsible for the day-to-day operation of the ACF office and front-desk.

This role is also responsible for coordinating and managing the ACF’s volunteer, internship and tours programs, supporting the ACF’s annual calendar of community-orientated public programs and events.
 

Reporting to the Administration and Governance Manager, the Administrator undertakes a variety of activities to assist our community and visitors with information on site services, wayfinding, and supports the wider ACF Team with administrative processes, communication, record management, data analysis and reporting.

This position is responsible for working professionally with all team members and liaising with relevant external stakeholders, including the general public, wider community, volunteers and onsite tenant community. The role also assists the wider ACF team, including the executive team, with various special projects and general administrative duties.

Organisational Relationships Reporting:

Reporting:
The Administrator reports to the Administration and Governance Manager as a member of the ACF’s Administration Team.

Internal Relationships:
The role is required to liaise with all functions of the organisation including Building & Facilities, Development, Events, Executive, Finance, Human Resources, Marketing & Communications, Programming and Tenancy. This role may also include liaison with Directors of the Board from time- to-time.

External Relationships:
The role is required to liaise with the general public, diverse community members, as well as artists, creatives, arts and cultural organisations across all practices, creative businesses, NFPs, volunteers, contractors/service providers, and government and industry.

KEY RESPONSIBILITES

Administration and Clerical Support

• Receptionist duties such as answering and directing calls and managing incoming and outgoing mail.
• Provide general administrative support and executive assistance, including diary management, secretarial and clerical support.
• Coordination of meetings, including scheduling of attendees, booking of venues, and providing logistical support for internal ACF meetings.
• Collate agenda items, record minutes and key actions, and disseminate information in a timely manner, ensuring the ACF team remains connected, updated, and informed.
• Develop and maintain effective administration systems and processes.
  Maintain contact lists and CRM systems, ensuring they are kept up to date.

Front of House / Enquiries

• Attend to in-person, online and telephone enquiries, whilst providing a personalised, high standard of service to visitors including providing information to the general public on site services, events and other programs.
• Respond to and resolve general enquiries in a customer focused, timely and efficient manner.
• Maintain a high standard of personal presentation when in public facing areas.
• Manage and report feedback and complaints received from the general public.
• Provide historical knowledge to visitors as required.

Volunteer, Tour and Internship Program

• Effectively plan, coordinate, and supervise the volunteer and internship program to ensure smooth running of volunteer functions, work opportunities and meaningful experiences for the community.
•  Induct, supervise and manage volunteers during ACF events of differing scale.
• Actively identify innovative strategies that deliver a high-quality volunteer program that aligns with the ACF’s strategic vision and work across the team to deliver these strategies.
• Ensure volunteer contact information and data is accurate, up-to-date and maintained.
• Lead tours as required to both internal and external stakeholders, and oversee and coordinate all tour bookings including weekday and Sunday tours.
• Attend regular training, including participation in Convent Social History tours to develop knowledge about the Convent’s precinct, community, and history.
• Administer the Volunteer and Tours budget and resources, including the reimbursement of expenses.

Occupational Health & Safety

• Participate in the development of a safe and healthy workplace.
• Comply with and follow safe work practices, procedures, instructions, and rules at all times.
• Perform all duties in a manner that ensures personal health and safety, and that of others in the workplace.
• Not place others at risk by any act or omission.
• Proactively report any injury, hazard or illness that can cause harm or that represent a threat to public safety.
• Co-operate with management in its fulfilment of its legislative obligations
• Ensure compliance with the provisions of the Occupational Health and Safety Act and Regulations at all times.

Other Duties

• Reconcile Petty Cash
• Prepare monthly cash flow reports
• Filing and archiving of accounting records
• Assist Accounts Manager with ad-hoc administrative and accounts tasks

Other

• Collate relevant statistical information and trends as required.
• Provide project / event support as directed, including event set-up and pack down.
• Support the HR Officer in delivering administrative tasks associated with recruitment, induction, training and development of staff.
• Assist the wider ACF team, including the executive team, with various special projects and general administrative support.

KEY COMPETENCIES

General Skills

• Demonstrated attention to detail, commitment to accuracy, and ability to effectively manage multiple tasks and priorities, and balance competing deliverable in a busy, dynamic environment.
• Strong research, analytical and problem-solving abilities.
• Whilst supervision and counsel is available from the Administration and Governance Manager, the position is required to work autonomously and proactively manage their own work load and competing priorities.
• Proficient use of Microsoft Office including word, Excel, Outlook and SharePoint, with a confident approach to learning and developing new systems and processes.
• Experience maintaining CRM systems and maintaining complete and accurate records.
• Proven ability to deliver exceptional and effective customer service in a fast-past environment with high demands.
• Demonstrated organisational and administrative skills with the ability to plan, coordinate, document and carry out tasks and projects through to completion.

Interpersonal Skills

• Highly developed interpersonal, written and verbal communication skills, a proficient telephone manner, and the ability to effectively provide information to a broad range of people.
• Outgoing, presentable, enthusiastic, dedicated, and positive ‘can-do’ attitude.
• Innovative, self-motivated, uses initiative and willing to try new ideas.
• Ability to represent the ACF and engage with the public in a welcoming and efficient manner.
• Confidence with public speaking and communicating information to large groups.

Teamwork

• Proven ability to meet deadlines, problem-solve, prioritise workload, use initiative and source information from team members within tight timeframes.
• Ability to establish priorities, plan, coordinate resources and work with others effectively to achieve objectives within a set timetable.
• Manage and implement change with a focus on continuous improvement and best practice. 
• Ability to work autonomously.
• Ability to manage and motivate volunteers, participate in volunteer development and effectively lead a team of volunteers.
• Ability to lead, supervise and guide volunteers and interns effectively.
• Proven ability to contribute positively to a team and encourage improvement.
• Proven capacity to liaise effectively within a team environment and network with arrange of stakeholders and communities of interest.

QUALIFICATIONS AND EXPERIENCE

• Demonstrated experience in customer service or front of house role is essential, preferably in the arts, historic, tourism facility or similar.
• Tertiary qualification in Arts Management or equivalent (Preferable).
• Relevant clerical experience and administrative skills.
• Excellent attention to detail and ability to maintain complete and accurate records.
• Experience coordinating a Volunteer Program or supervising volunteers or staff within a not- for-profit organisation is highly regarded.
• Working with Children Check.
• Willing and available to work weekends or nights in support of ACF events when required.
• Proficiency with Microsoft Office and Customer Relationship Management (Desirable).
• A general understanding and appreciation for the local arts, cultural and/or heritage sector(Desirable).

KEY SELECTION CRITERIA

1. Proven face-to-face experience in a customer service or FOH role, including experience in dealing with a wide range of people and demonstrated ability to provide exemplary and personable customer service.
2. Clerical and administrative experience within an office environment, including demonstrated ability to prioritise, manage and respond flexibly to a variety of tasks.
3. Strong verbal and written communication skills.
4. Proficient in the use of Microsoft Office and CRMs (knowledge of salesforce is desirable).
5. Experience coordinating, recruiting and managing a volunteers program (Desirable).

CONDITIONS

• This is a full-time, permanent role. A six (6) month probation period applies.
• This role has a salary package of circa $52,000 per annum plus superannuation.
• The Amusement, Events and Recreation Award (MA000080) is applicable.
• This role will be required to work occasional evenings and weekends linked with programming and events.

Note: As the Abbotsford Convent evolves to meet the changing needs of our community and projects, the competencies required of this role may vary from this role statement.