Customer Service Officer

About the role

The Customer Service Officer provides high-quality, front-of-house customer service and supports the smooth daily operations of Ainslie + Gorman Arts Centres (A+G). The role is a primary point of contact for visitors to A+G Centres. This role requires a proactive, collaborative and responsive approach in order to reflect A+G's commitment to an excellent customer experience.

Working closely with the Head of Venues and Community Engagement and the Facilities Team, the Customer Service Officer delivers responsive enquiry management, conducts site tours, supports venue readiness, and assists with communication across customer groups. The role contributes to the smooth delivery of venue hires and community use of A+G spaces by managing resources, maintaining accurate information, and ensuring venues are welcoming, functional, and ready for use.

Key responsibilities

• Provide welcoming and professional front-of-house services for all visitors

• Staff reception desks at Ainslie and/or Gorman Arts Centres as rostered

• Respond to phone, email, and web enquiries promptly and professionally

• Triage issues raised by customers and escalate matters appropriately

• Conduct site tours for prospective clients and communicate venue options clearly

• Support customers in navigating self-service booking tools and resident systems

• Manage resources across A+G sites, including stocktakes and replenishment

• Coordinate with the Facilities Team to ensure venues are clean, functional, and ready for use

• Maintain filing systems, record keeping, and archiving of documents

• Receive parcels and incoming mail, including logging notifications via MyBos

About us

Ainslie + Gorman Arts Centres (A+G) is committed to an excellent customer experience and maintaining a reputation as welcoming, professional and customer-centred across Canberra's arts and creative community.