Visitor Services Team Lead — Ballarat

Ballarat City Council; Ballarat; On-site; AUD 77,000 - 88,000; Part time

Benefits offered by this job

Learning and development programs

Flexible work policies

Employee benefits program

MyWellbeing initiatives

Job summary

Ballarat City Council is seeking a Visitor Services Team Leader to oversee the daily operations of our Visitor Information Centres and support staff and volunteers. You will promote Ballarat as a vibrant destination while delivering exceptional customer service.

Hours include a rotating roster with weekend/public holiday work; lead a passionate team and collaborate with local operators to create memorable visitor experiences.

Qualifications

• Demonstrated experience supervising customer service in a visitor facing environment with knowledge of local attractions.
• Experience supervising staff and volunteers with daily operational direction and positive team environment.
• Strong organisational and administrative skills to coordinate daily operations and manage priorities.
• Proficiency in digital tools, POS, ticketing platforms and Microsoft Office, with basic troubleshooting ability.
• Excellent interpersonal and communication skills with diverse visitors and groups.

Responsibilities

• Coordinate day-to-day Visitor Centre operations to ensure consistent service delivery and visitor experience standards.
• Provide daily supervision, task direction, and support to staff and volunteers.
• Deliver accurate, customer focused visitor information across all service channels.
• Assist with onboarding and training of new staff and volunteers, ensuring adherence to procedures and safety.
• Maintain POS systems, ticketing platforms, data records and administrative processes.
• Coordinate stock levels across locations, merchandise displays and retail tasks.
• Coordinate mobile delivery of visitor servicing for major events.
• Apply procedures, accreditation standards and safety protocols, escalate complex issues.
• Engage with community groups, local operators and visitor groups to support centre activities.

Skills

Staff supervision

Customer service

Leadership

Problem solving

Team motivation

Tools

POS systems

Ticketing platforms

Microsoft Office

Job description

Ballarat City Council is seeking a Visitor Services Team Leader to oversee the daily operations of our Visitor Information Centres and support staff and volunteers. You will promote Ballarat as a vibrant destination while delivering exceptional customer service.

Hours include a rotating roster with weekend/public holiday work; lead a passionate team and collaborate with local operators to create memorable visitor experiences.