Visitor Services Team Leader

Council Jobs; Ballarat; On-site; AUD 77,000 - 88,000; Full time

Benefits offered by this job

Learning and development programs

Flexible work policies

Employee benefits program

Job summary

City of Ballarat is seeking a Visitor Services Team Leader to oversee daily Visitor Centre operations, supervise staff and volunteers, and deliver high-quality information to visitors. You will coordinate service delivery across locations and work with local operators to promote Ballarat as a vibrant destination.

You will lead a skilled team, ensure safety and procedures are followed, and contribute to an outstanding visitor experience through strong organisational and communication skills.

Qualifications

• Experience supervising customer service in a visitor-facing environment.
• Knowledge of local attractions and regional visitor needs.
• Strong organisational and administrative skills for daily operations.
• Proficiency with digital tools, POS and ticketing platforms, and MS Office.
• Excellent interpersonal and professional communication with diverse visitors and groups.

Responsibilities

• Coordinate day-to-day Visitor Centre operations to ensure consistent service and visitor experience standards.
• Provide daily supervision and direction to staff and volunteers to maintain a positive team environment.
• Deliver accurate, customer-focused visitor information across all channels using established processes.
• Assist with onboarding and training of new staff and volunteers while ensuring procedures and safety requirements are followed.
• Maintain POS systems, ticketing platforms, data records, and administrative processes for smooth workflows.
• Coordinate stock levels and merchandise displays across multiple sites within guidelines.
• Coordinate mobile delivery of visitor servicing for major events.
• Apply procedures and safety protocols, escalating complex issues to the Visitor Economy Officer.
• Engage with community groups and local operators to support centre activities and a welcoming environment.

Skills

Customer service

Team leadership

Staff supervision

Interpersonal communication

Tools

POS systems

Ticketing platforms

MS Office

Job description

• Band 5: $77,091.04 - $88,001.68 per annum (full-time equivalent), pro rata based on part-time hours, plus superannuation.
• Hours rostered on a rotating roster and weekend work or public holidays may be required

About the role

This is a fantastic opportunity to lead a passionate teamdedicated to showcasing the very best of Ballarat. As the Visitor Services TeamLeader, you'll oversee the daily operations of our Visitor Information Centres,support and inspire staff and volunteers, and help create welcoming, memorableexperiences for visitors from near and far. Working closely with local tourism operatorsand key stakeholders, you'll play an important role in promoting Ballarat as avibrant destination while ensuring exceptional customer service is deliveredevery day.

Hours are rostered on a rotating roster and weekend work or public holidays may be required.

• Coordinate day-to-day Visitor Centre operations to ensure consistent service delivery, presentation and visitor experience standards.
• Provide daily supervision, task direction and support to staff and volunteers, contributing to a positive and productive work environment.
• Deliver accurate, customer focused visitor information across all service channels, responding to enquiries and feedback using established processes.
• Assist with onboarding and training of new staff and volunteers, ensuring adherence to procedures, systems and safety requirements.
• Maintain POS systems, ticketing platforms, data records and administrative processes to support smooth operational workflows.
• Coordinate stock levels across both locations, merchandise displays and retail related tasks across multiple sites within established guidelines.
• Coordinatemobile delivery ofvisitor servicing for major events.
• Apply established procedures, accreditation standards and safety protocols, escalating complex or non-routine issues to the Visitor Economy Officer.
• Engage with community groups, local operators and visitor groups to support centre activities and promote a welcoming environment.

About you

You're a people-focused leader who thrives on creating positive experiences for both visitors and team members. With strong customer service and supervisory skills, you enjoy motivating and supporting others, building collaborative relationships, and finding practical solutions to everyday challenges. You're organized, adaptable and confident managing competing priorities, with a genuine passion for showcasing Ballarat and helping visitors make the most of their experience. Most importantly, you bring enthusiasm, professionalism and a commitment to delivering exceptional service every day.

Key Selection Criteria

• Demonstrated experience supervising customer service in a visitor facing, tourism, hospitality or similar environment, with strong knowledge of local attractions and regional visitor needs.
• Experience supervising staff and volunteers, including providing daily operational direction, supervision of tasks and maintaining a positive team environment.
• Strong organisational and administrative skills, with the ability to coordinate daily operations, manage competing priorities and maintain accuracy in data collection of visitations.
• Proficiency in digital tools, point-of-sale systems, ticketing platforms and Microsoft Office applications, with the ability to troubleshoot routine system issues.
• Excellent interpersonal and communication skills, with the ability to engage professionally with diverse visitors, community groups and operators.

Be Part of Something More:

Join us in making a real difference to the lives within ourcommunity. Working for City of Ballarat you will be part of a team that valueshonesty, transparency and accounting in everything we do. We believe in theimportance of valuing every Individual and working together to support thecommunity. Together we create a supportive and inclusive environment whereeveryone can thrive and make a positive impact.

There's more to remuneration than just salary.

Here are some key benefits you might value:

• Learning and development programs
• Flexible work policies
• Employee benefits program

Contact

For any additional questions, please contact Keeley Cornwell(Visitor Economy Officer) at **************@ballarat.vic.gov.au or 0417 321 32

At the City of Ballarat, we celebrate diversity and strive to create an inclusive, flexible workplace where everyone feels welcome. We encourage applicants of all backgrounds, identities, and abilities to apply. If you need any support during the recruitment process, reach out to us at ***************@ballarat.vic.gov.au

We're proud to be a child-safe organisation, committed to protecting children and young people from harm. Our culture promotes their safety and wellbeing, and we require all successful candidates to undergo relevant screening, including a Working with Children Check and criminal history check.