1. business and industrial

Role Description
(Non Manager)
Role Title: Retail Support Officer, Commercial Sites
Group: Customer and Corporate Services
Classification Level: ASO2
Branch/Region/Unit: Customer and Commercial Services
CHRIS Position Number
Reports to (Title): Retail Manager
Our Organisation
The Department of Environment, Water and Natural Resources (DEWNR) is committed to providing a highly supportive work
environment that values the participation and contribution of every employee in shaping the future of the department. DEWNR
is a high performing organisation that encourages excellence, improvement and growth at both an organisational and individual
level. Everything we do is underpinned by our core values. Consequently we value and respect our people, we encourage active
participation and leadership; we continuously seek to be better, and we achieve results.
Purpose
The Customer and Corporate Services Group provides services and support that ensure DEWNR is a high-performing and
customer-focused organisation. This Group delivers a diverse range of functions which varies from servicing customers through
the development and administration of leases, licences and permits, showcasing our botanic gardens for the benefit and
enjoyment of the community, providing exceptional visitor experiences at our commercial sites and providing corporate activities
to support the performance and operation of the organisation, including financial, human resources, ICT, business operations
and work health and safety services.
About the Branch/Business Unit
The Customer and Commercial Services Branch is responsible for the mechanisms that sit behind some of the wealth generators
for the South Australian economy.
The Commercial Services program provides an effective licensing system to enable the State’s nature based tourism assets to be
accessed by the industry in a sustainable manner. In addition, it operates DEWNR’s key visitor sites to support the delivery of
exceptional opportunities for people to enjoy in South Australia’s national parks. It also operates the State Flora Propagation
business and the State Flora Retail outlet at Belair. Fundamental to the DEWNR operated businesses is the need to operate on a
sustainable business model and return a net revenue distribution back to DEWNR in addition to fulfilling a number of community
service obligations.
About the Role
The Retail Support Officer is responsible for providing the Retail Manager with support in administrative tasks, provides high
quality customer services and contributes to the efficient and effective operation of the retail site. The role works closely with
Commercial Tour Operators and will be required to address public enquiries, provide visitor information and facilitates retail
sales.
The Officer also provides support to internal staff and coordinates a wide range of office functions, including the creation and
maintenance of records in databases, cash-handling and processing (including invoicing), ordering and purchasing for retail
operations, and internal and external mail distribution.
Key Role Outcomes

Site Events are organised in a professional and efficient manner, including liaising with relevant Commercial Tour Operators
and other bodies.

Financial support is provided, including invoicing, banking, monitoring retail spend and recording in the Baseware/H&L
system.

Documentation is accurate and adheres to Records Management requirements.

Customer statics are accurately recorded and reported on as required.

Staff rosters are completed in a timely manner and in accordance with Financial and Human Resource principals.

Professional, timely and high quality service is provided to the retail counter during peak periods, or when the Retail
Assistants are unavailable.

The Retail area receives high quality administrative support that results in the efficient and effective management of internal
stock (including keeping the relevant systems updated), maintaining and updating local WH&S registers, mail systems and
other associated administrative duties.
Key Relationships

Site Visitors/General Public

Commercial Services Team

Commercial Tour Operators

DEWNR volunteers
Special Conditions

May be required to participate in fire management and associated duties

Required to open and close the retail site

Some out of hours work may be required including working weekends and public holidays

Required to wear a uniform

May be required to work alone

This role has been designated as a Position of Trust pursuant to the standards required in the Australian Government
Protective Security Policy Framework. By applying for this role you consent to being screeded under the process of obtaining
a National Police Clearance (NPC), and to the Department requiring you to obtain a National Police Clearance (NPC).
Core Competencies
Shapes Strategic Thinking
and Change
Elements

Thinking and Acting
Strategically
Achieves Results

Assuming Accountability

Delivering Effective Outcomes
Drives Business Excellence

Optimising Performance
Forges Relationships and
Engages Others

Influencing and Negotiating

Using Political Savvy

Communicating and Managing
Conflict

Modelling Public Sector Values
Exemplifies Personal Drive
and Professionalism
Behavioural Indicators

Seeks help to differentiate between essential and
important activities versus non essential.

Knows the reasoning behind key policies, practice
and procedures.

Willingly accepts responsibility for own work.

Establishes own credibility by demonstrating personal
competence and technical expertise.

Is clear about the priorities for the role and completes
tasks within agreed timeframes and standards.

Works collaboratively with team members to achieve
set goals.

Actively monitors performance and participated in
performance review and development processes with
their Line Manager.

Provides accurate information in a timely way to
appropriate groups upon request.

Listens to others and acknowledges their views.

Responds appropriately to issues that are within their
sphere of control.

Raises sensitive issues with their manager early on.

Maintains composure and a friendly demeanour at all
times in dealing with others.

Readily responds to requests for information and
follows through on undertakings.

Displays commitment to the values of the public
sector and the Code of Ethics.

Earns respect and builds trust by being personally
reliable and following through on commitments.
Technical, Professional/knowledge and Experience (including qualifications)
 Identifies and defines problems relating to their daily work.
 Is aware of acts, regulations, policies and guidelines that might be needed in the resolution of a problem.
 Contributes useful ideas in brainstorming sessions.
 Allocates appropriate amount of time for completing their workload.
 Understands responsibilities of work area and those of customers.
 Demonstrates a good understanding of the principles relating to the tourism industry and the retail environment.
 Displays the ability to use point of sale systems to perform effectively in their daily work.
 Experience with receipting of cash and other forms of revenue.
Work, Health and Safety
Follow workplace safety procedures

Accepts responsibility for own and other’s safety.

Identifies and reports hazards and incidents.

Understands and applies safe work practices.
Corporate Responsibilities

Maintain a commitment to EEO, Diversity, Ethical Conduct, and record keeping within legislative requirements, according to
the principles of the Public Sector Act 2009.

Actively participate in the Department’s Performance Development and Review Program.
Version Control
DEWNR Branch:
DEWNR group:
File Name:
C&CS
C&CS
ASO2 Retail Support
Officer, Commercial Sites
Date approved:
Classified:
17/04/2015
YES
Classified by:
Michelle Phillips
Version:
Final