Visitor Services Officer

Council Jobs; Melbourne; On-site; AUD 63,000 - 71,000; Part time

Benefits offered by this job

Attractive remuneration & benefits

Excellent leave entitlements

Career progression

Job summary

City of Melbourne is seeking a Visitor Services Officer in the Experience Melbourne branch to connect visitors with Melbourne’s culture, attractions and events. This role is based at Melbourne Town Hall with opportunities to work across other visitor services locations and programs, on a seven-day roster.

You’ll deliver accurate customer service, share knowledge of local venues, conduct guided tours, support retail and volunteers, and contribute to continuous service improvement.

Qualifications

• Strong commitment to excellence in customer service.
• Excellent verbal communication and interpersonal skills.
• Organisational skills and reliability in a rostered environment.
• Knowledge of Melbourne and Victoria’s attractions and events.
• Previous visitor services or tourism experience (desirable).

Responsibilities

• Deliver accurate, timely customer service to visitors in person and online.
• Share knowledge of Melbourne’s attractions, events, culture, and history.
• Conduct guided tours and represent the City of Melbourne with professionalism.
• Assist with retail displays, collateral, stock management, and point of sale transactions.
• Support and mentor volunteers and contribute to continuous service improvements.

Skills

Customer service

Verbal communication

Interpersonal skills

Organisational skills

Knowledge of Melbourne attractions

Job description

• Create memorable visitor experiences and showcase Melbourne's vibrant culture, attractions and events.
• Part Time (20 hours per week), Permanent Opportunity
• $63,254 - $71,186 + 12% Super + 20% unusual hours loading

About the role

The Visitor Services Officer sits within the Experience Melbourne branch, Business Economy and Activation Division, and offers an exciting opportunity to directly connect visitors with everything that makes Melbourne one of the world’s most liveable cities.

As one of our frontline ambassadors, you’ll help deliver exceptional customer service, support our tours and programs, and provide visitors with accurate, engaging information that showcases the best of our city. Working across a dynamic seven-day roster, you’ll play a key role in creating positive visitor experiences and supporting Melbourne’s reputation as a leading global destination. This role will be primarily based at Melbourne Town Hall, with opportunities to work across other visitor services locations and programs.

A little more about the role

• Deliver accurate, timely customer service to visitors in person and online
• Share knowledge of Melbourne’s attractions, events, culture, and history
• Conduct guided tours and represent the City of Melbourne with professionalism
• Assist with retail displays, collateral, stock management, and point of sale transactions
• Support and mentor volunteers and contribute to continuous service improvements

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you will help deliver what is most important to the people who live, work, study, visit and invest in our great city.

We are proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it is your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

What your experience might look like

• Strong commitment to excellence in customer service
• Excellent verbal communication and interpersonal skills
• Organisational skills and reliability in a rostered environment
• Knowledge of Melbourne and Victoria’s attractions and events
• Previous visitor services or tourism experience (desirable)

Benefits of working with us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.

Need more info?

Refer to the position description below or contact Ellena Ly – Visitor Services Lead, *********@melbourne.vic.gov.au.

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.

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