Visitor Services Team Leader

• Part-time (.8 FTE) Position
• 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 team dedicated to showcasing the very best of Ballarat. As the Visitor Services Team Leader, you'll oversee the daily operations of our Visitor Information Centres, support and inspire staff and volunteers, and help create welcoming, memorable experiences for visitors from near and far. Working closely with local tourism operators and key stakeholders, you'll play an important role in promoting Ballarat as a vibrant destination while ensuring exceptional customer service is delivered every 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 organised, 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 our community. Working for City of Ballarat you will be part of a team that values honesty, transparency and accounting in everything we do. We believe in the importance of valuing every Individual and working together to support the community. Together we create a supportive and inclusive environment where everyone can thrive and make a positive impact.

Benefits

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
• MyWellbeing initiatives

Contact

For any additional questions, please contact Keeley Cornwell (Visitor Economy Officer) at ***email_hidden*** 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 [email protected]

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.