Senior 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 Cape Otway Lightstation generate the majority of the 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 Senior Customer Service Officer is accountable for the excellent service and customer satisfaction including customer needs and guest requirements.  The Senior Customer Service Officer is responsible to assist in leading the day-to-day front-of-house reception duties of the Lorne Caravan Park.

Key responsibilities of this position include:

• Receiving and making booking reservations using the Rooms Management System (RMS) software system - via phone, email, on-line and in person
• 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
• Handling cash transactions and report preparation for daily banking
• 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
• Consistently providing friendly, efficient and empathetic customer service 'face' to the customer.
• Handling cash sales for kiosk items, souvenirs, tour bookings or other types of transactions as may be required

The preferred candidate will be rostered accordingly as to a 7-day rotating roster, so weekend work is expected/required for this position, to meet business demands where required (including Vic Public Holidays).

Qualifications and experience:

• Trade certificate or diploma relevant to Hospitality or the Tourism industry.
• Team supervision experience and leadership attributes (desirable)
• RMS booking software experience
• Demonstrated administrative skills and extensive customer service experience in a hospitality or retail environment involving front of house duties.

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 effectively, both individually as part of a small, cohesive team.

• Proactive approach to problem solving.

• High level administrative skillset, with effective time management and organisational skills.

- - - Applications for this position close at 9am, Monday 1st September - - -

Applications require:

• A current resume
• Response to key selection criteria.

To learn more about this position, please visit: work with us to obtain a copy of the Position Description.

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.