Customer Service Officer

About the Great Ocean Road Coast and Parks Authority

The Great Ocean Road Coast and Parks Authority is the dedicated Victorian Government entity entrusted with the care, protection and sustainable management of one of Australia's most breathtaking and culturally significant coastal regions. Established under the Great Ocean Road and Environs Protection Act 2020, the Authority was created to address the complex and fragmented management of the coastline and ensure the long-term conservation of this iconic landscape.

By November 2025, GORCAPA will be responsible for managing more than 170,000 hectares of coastal reserves, National Parks, Marine Sanctuaries and foreshores stretching along 355 kilometres of stunning coastline. This includes high-profile sites such as the Twelve Apostles Visitor Experience Precinct and Cape Otway Lightstation, as well as local ports, community reserves and critical marine environments.

At the heart of its work is a commitment to protect the unique environmental, cultural, heritage and community values of the region. GORCAPA partners deeply with Traditional Owners, local communities and stakeholders to integrate cultural knowledge, ensure environmental stewardship, support sustainable visitation and build lasting benefits for regional economies and generations to come.

Accommodation Services Team:

Our ten self-managed coastal Caravan Parks and the Cape Otway Lightstation generate the majority of Authority revenue. We are the single largest accommodation provider on the Great Ocean Road with over 800,000 visitor nights annually.

Situated adjacent to some of the most spectacular beaches on the coast, we offer a range of accommodation options for families, tourists, students and visitors.

Purpose of the position:

The Customer Service Officer is accountable for the excellent service and customer satisfaction at the Caravan Park/s, including accommodating or assisting with customer needs and guest requirements.

Please note that for this role, occasional weekend availability is required to meet business demands, including Public Holiday's where required.

Primary responsibilities:

The Customer Service Officer is responsible to assist with the day-to-day front-of-house reception duties of the Caravan Parks:

• Face to face customer liaison at the Parks including provision of information, dealing with customer complaints, handling cash monies, receiving maintenance requests and other customer interactions as may be required
• Dealing with customer correspondence and enquiry via email and phone.
• Receiving and making booking reservations using the Rooms Management System (RMS) software system - via phone, email, on-line and in person
• Advising management of customer issues as soon as able and in the format directed by the Park Managers to ensure an efficient and timely transfer of information
• Provision of a friendly, efficient and empathetic customer service 'face' to the customer
• Handling cash sales for kiosk items, souvenirs, tour bookings or other transactions as required (if applicable to specific Caravan Park)

Qualifications and experience (preferred):

• Practical administrative skills and customer service experience in a hospitality or retail environment involving front of house duties.
• RMS booking software experience

Knowledge and skills:

• Excellent oral and written communication skills, including an ability to communicate with people across a broad range of backgrounds.
• Demonstrated ability to work as part of a team.
• Proactive approach to problem solving.
• Excellent time management and organizational skills.

Special Characteristics:

• The Caravan Park (Kennett River) operates all year-round and rosters will include working during school holidays and include weekend work and working on Public Holidays.
• Whilst the employee will generally work in one location, they may be required to work in any location for short periods of time to cover absences of other personnel.

Applications require:

• A current resume
• Cover Letter

Terms and conditions of employment:

Appointment to this position is subject to the successful applicant being able to:

• Provide a National Police Check Certificate
• Obtain a Working with Children Certificate
• Provide evidence of Australian Work Rights
• Hold a current Australian Driver's License

Please note - this role is located in Victoria, along the iconic Great Ocean Road

- - - Applications for this position close 9am Wednesday 15 October - - -

Everyone is welcome at the Authority.

Here at the Great Ocean Road Coast and Parks Authority we are committed to creating a workforce that is diverse and is inclusive of all. We value and embrace the various experiences and perspectives people may have, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.