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 hradmin@scgt.nsw.gov.au

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: ______________________________