Visitor Services Team Leader

Ballarat Koori Engagement Action Group; Ballarat; On-site; AUD 77,000 - 88,000; Full time

Job summary

City of Ballarat is seeking a Visitor Services Team Leader to oversee daily Visitor Centre operations and lead staff and volunteers in delivering welcoming, high-quality service to visitors. You will work with local operators to promote Ballarat as a vibrant destination while upholding service standards.

Hours rotate with some weekend/public holiday work. The role emphasizes staff onboarding, training, and maintaining POS/ticketing platforms and data records.

Qualifications

• Demonstrated experience supervising customer service in a visitor facing, tourism, hospitality or similar environment.
• Experience supervising staff and volunteers, including daily operational direction.
• Strong organisational and administrative skills to coordinate daily operations and data capture.

Responsibilities

• Coordinate day-to-day Visitor Centre operations to ensure consistent service delivery.
• Provide supervision and direction to staff and volunteers, fostering a positive team environment.
• Deliver accurate, customer-focused visitor information across service channels and respond to feedback.

Skills

Customer service

Staff supervision

Team leadership

Communication

Tools

POS systems

Ticketing platforms

Microsoft 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 creatingpositive experiences for both visitors and team members. With strongcustomer service and supervisory skills, you enjoy motivating andsupporting others, building collaborative relationships, and finding practicalsolutions to everyday challenges. You\'re organised, adaptable andconfident managing competing priorities, with a genuine passion forshowcasing Ballarat and helping visitors make the most of theirexperience. Most importantly, you bring enthusiasm, professionalism and acommitment 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.