CVE Administration Officers - APS 4

Ongoing- Full Time

Position Description

The Australian War Memorial
The Australian War Memorial combines a shrine, a world-class museum and an extensive archive. The Memorial's purpose is to commemorate the sacrifice of those Australians who have died in war or on operations and those who have served our nation in times of conflict. Its mission is leading remembrance and understanding of Australia’s wartime experience.

Section Overview
The Commemoration and Visitor Engagement (CVE) Section is part of the Public Programs Branch. The Section delivers the Memorial’s visitor experience across commemorative, interpretive and visitor service platforms. The Section is comprised of four teams: Visitor Services; Education; Events & Ceremonies; and, the Last Post Ceremony.

Visitor Services and Last Post Ceremony Team Overview
The Visitor Services team is committed to the provision and delivery of world-class service excellence to visitors to the Memorial 364 days a year.  This commitment ensures the visitor experience is not only meaningful, but engaging and memorable.  The Visitor Services team includes over 100 voluntary guides who delivery over 4,500 rostered tours annually.  The Visitor Services team also plays a major role in commemoration at the Memorial and is responsible for the delivery of the daily closing ceremony, the Last Post Ceremony (LPC). The Visitor Services and LPC teams work closely to ensure the successful and appropriate delivery of these ceremonies.  The LPC team is responsible for the overall organisation, coordination and administration of every LPC, as this is integral to the Memorial’s ongoing commitment to remembrance and understanding of Australia’s wartime experience.

Administration Officers in the Section will need to have an excellent work and customer service ethic, including comprehensive judgment and problem solving skills.  They will also need to contribute and communicate effectively not just within a large and diverse Section, but with other internal and external stakeholders.  These will include volunteers and or families seeking to have a loved one commemorated at an LPC. Fostering and maintaining strong professional relationships is also essential to the roles as is empathy.  Additionally, successful candidates will be responsible for the ongoing administration, coordination and rostering of tours and LPCs, including all aspects from responding to initial enquiries, negotiating workable outcomes, and achieving annual budget targets.  

Core Responsibilities

Under general direction you will be responsible for:

  • Providing efficient and responsive communications to internal and external stakeholders (including Memorial staff, volunteers and LPC families) ensuring concise, polite and professional standards that build and maintain strong working relationships.
  • Negotiate workable alternates when scheduling conflicts exist or when resources are pressured.
  • Ensuring constructive planning to achieve Memorial objectives within a performance management framework.
  • Contributing positively within the CVE section as well as the wider Memorial by providing information and advice surrounding LPCs, volunteer services and tours, and apply people management strategies in accordance with current APS workplace values.
  • Providing a wide range of administration and office support tasks including but not limited to, calendar management, drafting email and written correspondence, and assist with reporting and section purchasing utilising TechnologyOne (Financial Management Information System) and SharePoint (Content Management System).
  • Working collaboratively as part of the wider CVE section in support of the Memorial Development Program.
  • Visitor Services Administration Officer – Coordinate the delivery of volunteer training, rostered tours, functions and events.
  • LPC Administration Officer – Undertake basic research into historic military documents and service records.

Additional Requirements:

These positions will be required to:

  • Undertake training and then apply emergency response practices (applicants must be able to move freely up and down stairs to fulfil this component of the role);
  • Undertake manual handling tasks; and,
  • Whilst these are two individual roles, successful candidates will cover each other’s role during periods of absence.

Memorial employees are expected to model the following behaviours:

Care about their work Understand what is required  
Be enthusiastic                                                    Learn all they can
Contribute fully each day   Be solution focused
Drive results                                                        Don’t give up
Help others, and ask for help                              Make a corporate contribution

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds, experiences, and perspectives. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds and people with a disability. To be eligible for ongoing or non-ongoing employment, Australian Citizenship is required.

To Apply

Please prepare the following documents before you start your application.  There is no ability to save your application and revisit, it must be completed in one session.

  1.     A response addressing the Selection Criteria (maximum 2 pages)
  2.     Current Resume

Applications should be submitted in WORD ( .doc or .docx) or .PDF. by Midnight (AEST) on 23 October 2019.

For further information on the position, please call the Contact Officer: Gerard Pratt (02) 6243 4343

If you experience any problems with the application system please contact the Recruitment Team on 02 6243 4234 or email

Get started on your application.