Volunteer and Visitor Experience Manager | Full-time Permanent

Work Initiatives; Canberra; On-site; AUD 103,000 - 117,000; Full time

Job summary

The ACT Government is seeking a Volunteer and Visitor Experience Manager to lead a large volunteer program across the National Arboretum Canberra and Stromlo Forest Park. You will oversee recruitment, training, support and recognition of volunteers, ensuring high-quality visitor experiences and consistent customer service.

You will supervise the Visitor Services Coordinator and collaborate with staff, volunteers and partners to expand visitation opportunities and service offerings while

Responsibilities

• Lead a large and diverse volunteer program across the National Arboretum Canberra and Stromlo Forest Park, shaping volunteer engagement and visitor experiences.
• Oversee volunteer recruitment, training, support and recognition; foster a positive engaged volunteer community; drive improvement in visitor engagement and service outcomes.
• Act as the primary contact for volunteers, ensuring support for meaningful contributions to the organisation and visitor experiences; supervise the Visitor Services Coordinator and a casual staff team.
• Collaborate with staff, volunteers and stakeholders including Friends of the National Arboretum to identify opportunities to enhance visitation and service offerings.
• Contribute to building an inclusive environment celebrating diverse backgrounds, and promote Aboriginal and Torres Strait Islander engagement and community connection.

Job description

Volunteer and Visitor Experience Manager | Full-time Permanent

Classification: Administrative Services Officer Class 6
Salary: $102,657 - $116,592 plus superannuation
Position No: 24502
Directorate: Chief Minister, Treasury and Economic Development
Advertised (Gazettal date): 15 October 2026
Contact Officer: Jayne Simon on ***********@act.gov.au or (02) 6207 3***

Details: Lead a large and diverse volunteer program, supporting hundreds of volunteers across the National Arboretum Canberra and Stromlo Forest Park. This rewarding role plays a key part in shaping volunteer engagement and delivering exceptional visitor experiences at one of the ACT's premier tourism destinations.

As a key member of the team, you will oversee volunteer recruitment, training, support and recognition; foster a positive and engaged volunteer community; and drive continuous improvement in visitor engagement, customer service and visitor experience outcomes.

As the primary contact for our valued volunteers, you will ensure they are supported to make meaningful contributions to the organisation and the experiences of our visitors. You will also supervise and support the Visitor Services Coordinator, who leads a team of casual and part-time visitor services staff, ensuring the consistent delivery of high‑quality customer service, visitor experiences and staff development.

Working collaboratively with staff, volunteers and stakeholders, including the Friends of the National Arboretum, you will identify opportunities to enhance visitation, visitor engagement and service offerings across the National Arboretum Canberra and Stromlo Forest Park.

If you are an organised and collaborative leader with excellent interpersonal skills, a passion for customer service and visitor experience, and a genuine commitment to supporting volunteers, we would love to hear from you.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACT Public Service (ACTPS) and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/Other requirements:

• Prior to commencing this role, a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required. For further information on Working with Vulnerable People registration refer to - Working with vulnerable people (WWVP) registration (act.gov.au)
• Possession of, or the ability to acquire, a First Aid certificate.
• Driver’s License

Notes: A Merit Pool will be established from this selection process and may be used to fill vacancies over the next 12 months.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.