The services of a Reception and Customer care Coordinator are required at the VCA, starting in 2024, with an average of 40 hours of service per week.

The successful candidate shall enter into a Contract for Service for a period of 36 (thirty-six) months. The service shall be remunerated at €12.25 (excluding VAT) per hour, with an average of 40 hours per week of required service.  The total contract value will not exceed €76,470 (excluding VAT) over three years. Any other taxes or charges shall be borne by the successful candidate.

The Valletta Cultural Agency

The VCA is a Government entity that sustains and strengthens the Capital City’s vibrant cultural life through the creation of an annual programme of creative events developed in collaboration with artists and other Public Cultural Organisations. A legacy of the Valletta 2018 Foundation, the VCA also upholds standards of excellence in the coordination and organisation of cultural events in the city, while encouraging access and participation by a diverse audience.

Services Required

A Reception and Customer care Coordinator is required to successfully manage the Agency’s front desk and customer care in liaison with staff, on time and within the budget and according to the rules and regulations of the Agency and of Government.

The Reception and Customer Care Coordinator will be required to work from 07:45 to 14:00 (no break) during the summer period, and from 07:45 to 17:45 (including a 45-minute break) during the winter period (breaks applicable).  Additional hours may be added in accordance to the exigencies of work.  Payment shall be affected in accordance to the hours worked.

Main Tasks

• Welcome, greet and build sustainable relationships and trust with visitors and customers;
• Identify and assess customer needs and address client requests in a manner that helps achieve client satisfaction and exceed their expectations;
• Answer, screen and forward any incoming phone calls and emails while providing basic information when needed;
• At all times, provide accurate, valid and complete information by using the right methods/tools;
• Take care of the office upkeep and consumables;
• Update appointment calendars and schedule meetings/appointments;
• Receive and sort daily mail, deliveries and couriers;
• Perform clerical duties such as filing, photocopying, collating, emailing, faxing, etc.;
• Develop, process and maintain a record keeping system for correspondence, keeping a record of all actions;
• Work as a team member and ensure coordination and continuity of work activities internally and foster reliable networks with stakeholders;
• Review work processes and collate internal and external feedback and make recommendations to the team and superiors to innovatively improve the efficiency and effectiveness of the customer care functions and the customer experience;
• Follow established policies, procedures and guidelines;
• Ensure implementation of Directives that apply for the Valletta Cultural Agency structure;
• Create and maintain reports about customer interactions and disseminating documentation through the established communication channels;
• Provide administrative support to superiors/management as may be required;
• Contribute to regular reporting including Annual Report and Business Plan;
• Any other duties as directed by the CEO and Head of Operations Department according to the exigencies of the Valletta Cultural Agency;
• Maintaining a good working relationship with all service providers and employees involved with the Valletta Cultural Agency;
• Carrying out any other task as directed by the Chief Executive Officer of the Agency and /or her representative.

The selected service provider will work from the Valletta Cultural Agency office under the supervision of the Head of Operations.

Qualifications and Experience Required

Applicants must, by the closing date of submission of the application, be:

1. in possession of a recognised qualifications at NCFHE Level 5 in an area related to Management or the Humanities or equivalent;
2. Interested applicants must be able to communicate in Maltese and English;
3. It will be considered an asset for eligible applicants to be in possession of the following skills:

• Excellent communications skills;
• Excellent networking skills;
• Ability to develop artistic concepts;
• Proficient computer skills (MS Office and Outlook);
• Strong attention to detail;
• Ability to communicate in other languages, besides Maltese and English.

Applications

Interested applicants are required to send a motivation letter addressed to the Chief Executive Officer, together with a copy of their academic qualifications and CV.  These documents, are to be sent by email on: hr.vca@vca.gov.mt by not later than noon of 16^th September 2024.  Late and / or incomplete applications will not be considered.

Eligible applicants will be asked to sit for an interview, which may be conducted over the internet.

The final selection shall be made on technical merit. It will be based on an analysis of the submitted documentation in line with the requirements of this call, and on the outcome of the interview.