Visitor Services Coordinator

Department of Education and Training of Australia; Canberra; On-site; AUD 88,000 - 97,000; Full time

Job summary

Australian War Memorial in Canberra is seeking a proactive Visitor Services Coordinator (APS 5) to lead a large front-of-house team and deliver world-class visitor experiences. The role requires resilience, empathy, and the ability to manage daily operations, including weekends and public holidays.

As the Memorial's senior front-of-house representative, you will supervise staff, coordinate services, and ensure professional engagement with visitors and stakeholders.

Qualifications

• Leadership and frontline team management capabilities.
• Ability to engage with diverse visitors, including veterans and families.
• Sound judgement, initiative and problem-solving in daily operations.

Responsibilities

• Coordinate and oversee daily visitor engagement and information services.
• Provide visible on-floor leadership, coaching and support to Visitor Services Officers and volunteers.
• Monitor team performance and service delivery standards; guide operational decisions.
• Oversee opening/closing procedures and cash handling.
• Coordinate staffing and priorities to meet service requirements.
• Support staff development and performance reviews; participate in recruitment of volunteers.
• Deliver accurate information and interpretation about galleries, programs and facilities.
• Manage escalated inquiries, complaints and sensitive matters.

Skills

Leadership

Staff supervision

Customer service

Emergency response

Job description

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 comprises four teams: Visitor Services; Education; Events & Ceremonies; and Last Post Ceremony.

Team Overview

The Visitor Services team comprises 34 full-time and up to 75 casual positions, plus more than 100 voluntary guides. As the first point of contact for visitors to the Memorial, the team is committed to delivering world-class service excellence 364 days a year, ensuring every visitor experience is meaningful, engaging, professional and memorable. Visitor Services Officers form the majority of the team and deliver front-of-house services across seven days a week. The team is led daily by one of the team's Visitor Services Coordinators, who provide visible frontline leadership, operational oversight and guidance to ensure the consistent delivery of visitor services, commemorative activities and emergency response capability. The Visitor Services team plays a significant role in delivering operational and ceremonial components of the daily Last Post Ceremony, as well as major national commemorative events and ceremonies conducted on Anzac Day and Remembrance Day. Visitor Services staff are also pivotal in the provision of visitor emergency response throughout the Memorial.

Who are we looking for?

We are seeking highly resilient and outcome-focused leaders with a deep commitment to the Australian War Memorial's commemorative purpose. Successful candidates will possess the emotional maturity, empathy and leadership capability required to lead a large and diverse front-of-house team while delivering world-class visitor experiences. They will demonstrate a strong commitment to service excellence and the ability to engage sensitively and professionally with diverse visitors, including veterans and their families, while fostering a positive workplace culture. This demanding, public-facing role requires sound judgement, initiative and problem-solving skills to manage daily operations, resolve complex issues and achieve operational outcomes. Successful candidates will communicate confidently, build productive professional relationships and effectively lead staff in a dynamic environment while anticipating and responding to the needs of visitors, staff and stakeholders and maintaining high standards of professionalism, accountability and service delivery. Candidates must be capable of maintaining personal resilience to meet the physical, mental and roster demands of the role. They must also be comfortable assuming responsibility as the Memorial's senior front-of-house representative outside normal business hours and demonstrate the confidence and adaptability required to support the safe and effective delivery of visitor services across weekends, public holidays and during peak visitation periods.

Core Responsibilities

Under limited direction, Visitor Services Coordinators are accountable for the following key areas of responsibility:

• Leadership and Operational Coordination
  
  
  
  • Coordinate and oversee the delivery of the Memorial's daily visitor engagement and information services, ensuring the consistent achievement of visitor service, operational and commemorative outcomes.
  
  
  • Provide visible on-floor leadership, actively supervising, coaching and supporting Visitor Services Officers and volunteers to ensure the consistent delivery of high-quality visitor services.
  
  
  • Monitor team performance, visitor flow and service delivery standards, providing guidance, direction and timely operational decision-making to address emerging issues, incidents and competing priorities.
  
  
  • Oversee opening and closing procedures, cash handling processes and other daily operational activities.
  
  
  • Coordinate staffing resources, visitor service activities and operational priorities to meet service requirements and maintain standards across the Memorial's public areas.
  
  
  • Contribute to staff development and performance management to support a professional and high-performing team.
  
  
  • Contribute to staff recruitment processes and undertake performance reviews of voluntary guide tours as required.
  
  
  
  


• Visitor Service and Stakeholder Engagement
  
  
  
  • Provide accurate information and interpretation services regarding the Memorial's galleries, exhibitions, programs and facilities.
  
  
  • Manage escalated visitor enquiries, complaints, sensitive matters and complex concerns with professionalism, empathy and sound judgement.
  
  
  • Foster and maintain positive working relationships with visitors, volunteers and other internal and external stakeholders.
  
  
  • Provide advice to management on operational matters affecting visitors, staff and service delivery.
  
  
  • Promote a professional, welcoming and inclusive visitor experience that supports the Memorial's values and commemorative purpose.
  
  
  
  


• Commemorative Events and Ceremonial Delivery
  
  
  
  • Coordinate the operational delivery of the daily Last Post Ceremony and undertake Master of Ceremonies duties as rostered (to be achieved within three months of engagement).
  
  
  • Coordinate assigned Visitor Services functions on Anzac Day, Remembrance Day and other commemorative events, providing frontline leadership and support to staff to achieve operational and ceremonial outcomes.
  
  
  
  


• Emergency Response and Safety
  
  
  
  • Apply first aid and emergency response practices following mandatory training and accreditation requirements.
  
  
  • In consultation with the Memorial's Security Team, coordinate the Visitor Services response during visitor incidents, emergencies and evacuations, and account for designated staff in accordance with Memorial procedures.
  
  
  • Train and support Visitor Services staff in emergency response, evacuation and incident management procedures.
  
  
  
  


• Administration
  
  
  
  • Undertake workforce rostering and operational planning activities to enable the effective delivery of front-of-house operations.
  
  
  • Maintain accurate operational, staffing and statistical records.
  
  
  
  

• Ongoing - Full Time - APS 5


• $88,834 to $96,829


• Campbell, ACT

Additional Notes

In addition to the key areas of responsibility outlined above, it is a requirement for all Visitor Services Coordinators to be able to:

• Move freely up and down stairs and stand for extended periods on hard surfaces.


• Undertake manual handling tasks including the movement and setup of electrical and audio equipment, weighted bags, crowd control bollards and barriers.


• Work to a roster which incorporates regular work over weekends and public holidays (the roster cycle is 7 days on, 2 days off, 5 days on, 2 days off, 3 days on, 2 days off, 5 days on, 2 days off).

Visitor Services Coordinators are categorised as shift workers due to the nature of the role and receive a shift loading to their base salary of approximately 21% (reviewed annually) with an additional five days annual leave in lieu of working on Sundays (25 days total). From March 2026, salary including loading and allowances will exceed $109,000 plus employer Superannuation of 15.4%.

Additionally, there is an expectation that Visitor Services Coordinators will make themselves available on Anzac Day and Remembrance Day and during peak visitation periods including, but not limited to, the Christmas and Easter holiday periods.

As part of the Memorial’s commitment to providing a world-class corporate image, Visitor Services Coordinators are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings and hairstyles as front-of-house staff are required to adhere to a dress and appearance procedure.

Position Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).


• All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Contact Information

• For specific questions relating to this job vacancy, please contact: Kylie Campbell, [phone], [e-mail]


• For questions relating to the online lodgement of your application, please email the Recruitment team via [e-mail]

Closing Date

Applications close at 11:30pm, Monday, 31 August 2026

Notes

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.

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