Visitor Experience Team Lead @ National Gallery of Canada

Visitor Experience Team Lead

Position Title: Visitor Experience Team Lead
Competition #: 24-OC-137
Posting Date: July 17th, 2024
Closing Date: July 31st, 2024
Department: Visitor Experience
Working Hours: Full time (37.5 hours per week - You must be available to work days, evenings, weekends and statutory holidays)
Employment Tenure: determinate, until August 31st, 2025, with the possibility of an extension or becoming indeterminate.
Classification: Band 5
Salary $66,809 - $78,571/Year
Number of Positions: 1
Language Requirements: English CBC/French CBC (reading, writing, oral)
Affiliation: P.S.A.C.
Job Summary

**Location: On-site, National Gallery of Canada, 380, Sussex Drive, Ottawa
** Term position until August 31, 2025, with the with the possibility of an extension or becoming indeterminate.

Under the supervision of the Visitor Experience Manager, the Visitor Experience Team Lead assists in ensuring a high quality of service on a daily basis through the supervision, training and coaching of the Visitor Experience team. The incumbent implements action plans related to the delivery of customer service and is responsible for the daily distribution of tasks by preparing daily schedules for the Visitor Experience team. Acts as the most senior representative of the department during weekends and statutory holidays. The incumbent assists in trouble-shooting the Galaxy ticketing application used at the NGC, runs a variety of reports linked to activities and revenues, manages the daily deposit operations, conducts a series of verifications linked to deposit and data entry and conducts staff training. Carries out all the duties of a Visitor Experience Officer by selling tickets, answering enquiries from the general public and providing customer service in person, by phone, and by e-mail to visitors of the National Gallery of Canada.
Requirements
Education:
• A post-secondary education in art, art history or visual art or an acceptable combination of
education, experience and training;

Work Experience:
• 3-4 years of experience in customer service, disseminating information, dealing with the public effectively, politely and professionally;
• 3-4 years of experience in sales and cash handling;
• 2-3 years of experience using the Galaxy Ticketing System or another ticketing application;
• 1-2 years of experience in close out operation involving multiple cash users including reconciliation and deposit;
• 1+ years of experience in leading or supervising subordinates or an acceptable amount of experience in project leadership;
• 4-5 years of experience in the use of office productivity software such as Outlook;
• Strong experience in the use of Excel and Word;

Abilities/Skills:
• Excellent interpersonal skills, initiative and leadership and be a team player;
• Excellent judgement, reliability and integrity;
• Strong analytical and problem solving skills and attention to details;
• Good writing skills in order to respond to enquiries and complaints.
Condition of Employment
• Must meet the bilingual requirement to be invited to the interview process.
• Reliability Status - this factor is not used at the pre-selection stage.
Additional Information
A variety of assessment tools may be used to assess candidates.

• The Gallery is committed to developing inclusive, barrier-free selection processes and work environment. Alternative selection tool methods and/or reasonable accommodation are available upon request.

• Candidates are encouraged to self-identify as a member of one or more employment-equity designated groups through the questions in the online application process.

• The National Gallery of Canada values and celebrates everyone's life experiences, their voices and their histories, and are committed to the principles of Justice, Equity, Diversity, Inclusion and Accessibility (JEDI&A) in accordance with the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We are committed to having a skilled, diversified workforce that reflects Canadian society and invite applications from Indigenous, Black and racialized communities, women, persons with disabilities, and members of 2SLGBTQIA+ communities.

• Candidates are entitled to participate in the selection process in the official language of their choice.

• Note: Applicants selected for interviews will receive email correspondence from the People, Culture and Belonging team at the National Gallery of Canada. If you have applied for a position at the NGC, please ensure that your career profile is up to date and that you have set Email Communication Consent preferences on this site to allow emails.