Team Leader Visitor Services

APS 5 - $81,690 - $89,615 per annum plus superannuation
- Parks Australia Division
- Uluru-kata tjuta National Park
- An exciting opportunity is available at Uluru-Kata Tjuta National Park in the Visitor & Tourism Services team for a motivated and experienced customer service individual to lead the Visitor Services team. As team leader, you will directly supervise the operations of both the Entry Station and Cultural Centre as well as managing Commercial Tour Operator (CTO) permits._

**Identified position**
This position is an ‘Identified’ position which signifies that the role has a strong involvement in issues relating to Aboriginal and Torres Strait Islander people. The successful applicant must have an understanding of the issues affecting Aboriginal and/or Torres Strait Islander people and an ability to communicate sensitively and effectively with Aboriginal and/or Torres Strait Islander People.

**Who we are**
Australia’s natural and cultural heritage is unique. Our land and seascapes are distinctive, home to plants and animals found nowhere else in the world, and to some of the oldest living cultures on earth. These environments and cultures are an essential part of our national identity, and visitors travel from across the country and the world to experience them. The Director of National Parks (the Director) is responsible for six national parks, the Australian National Botanic Gardens, 58 Australian Marine Parks and the Heard Island and McDonald Islands Marine Reserve established under the Environment Protection and Biodiversity Conservation Act 1999. Parks Australia is the federal park agency that supports the Director, and they are a division of the Department of Climate Change, Energy, the Environment and Water (the Department). We work to showcase these natural and cultural wonders to the world, demonstrating to all why these places are so special, and inspiring communities to become more invested in their care and future.

Uluru-Kata Tjuta National Park is located in the heart of the central Australian desert. The dual World Heritage listed park is managed jointly by Anangu Traditional Owners and Parks Australia. The Visitor & Tourism Services team is a section of the park responsible for the Park Entry Station, Cultural Centre, Media, Education and Interpretation as well as a range of other tourism programs including Commercial Tourism Operator permits and licenses.

**The Job**
Oversee the day to day operations of the Entry Station and Cultural Centre, including:

- supervise the team of Visitor Service Officers (VSOs)
- oversee financial procedures, ticketing and permits for the Entry Station and Cultural Centre
- coordinate timely response to inquiries from park visitors and clients and provision of information about the parks cultural and natural values to visitors and clients
- assist the Team Leader-Tourism to promote the park’s compulsory tour guide accreditation and schools program
- coordinate the Commercial Tour Operator (CTO) permit system
- assist the collection of data on visitor surveys and other survey projects
- utilise and train staff in use of the e-trade portal for e-ticketing
- train and mentor staff in emergency communications responses
- effectively lead and contribute as a member of a team to the joint management of the Park.

**Knowledge and experience**
- An understanding of the issues affecting Aboriginal and/or Torres Strait Islander people and an ability to communicate sensitively and effectively with Aboriginal and/or Torres Strait Islander people.
- Demonstrated experience supervising staff from a variety of backgrounds, rostering and leading a small team, as well as the ability to adapt to change in the workplace.
- Share the Traditional Owner’s vision for the future of the park and encourage, facilitate and participate in the exchange of knowledge, experience and skills between Indigenous and non-Indigenous staff.
- Work with Indigenous staff and stakeholders that speak Pitjantjatjara and/or Yankunytjatjara as a first language.

**Skills and capabilities**
- Communicate clearly, good records management and function under pressure.
- Excellent customer service and good interpersonal/oral communication skills.
- Knowledge of the park and its facilities (or the ability to learn quickly).
- Assist in the development of interpretative material for park visitors.
- Handle customer/stakeholder complaints in a professional and mature manner.
- Demonstrated numeric skills.
- Ability to manage financial procedures and account for public money.
- Experience with basic computer skills using Word, Excel, Outlook and other related programs.

**Eligibility**
**Citizenship** - To be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.

**Security Clearance** - This position requires does not require a security clearance.

**Pre-employment Check**:

- Your suitability for employment will be assesse