APS3 Visitor Services Officer

6 days ago

Campbell, Australian Capital Territory, Australia Australian War Memorial Full time $66,823 - $72,837 per year
  • Non-ongoing - Full Time - APS3
  • $66,823 - $72,837
  • Campbell, ACT

The Role

Section overview

The Commemoration and Visitor Engagement (CVE) Section is part of the Public Programs Branch. The Section delivers the Memorial's visitor experience across commemorative, interpretive and visitor service platforms. The Section is comprised of four teams: 

  • Visitor Services
  • Education
  • Events & Ceremonies
  • Last Post Ceremony

Team overview

The Visitor Services team comprises 36 full-time and up to 50 casual positions, plus over 100 voluntary guides. As the first point of contact for visitors to the Memorial, the team is committed to the provision and delivery of world-class service excellence 364 days a year. This commitment ensures the visitor experience is not only meaningful, but engaging, professional and memorable. The team plays a significant role in delivering ceremonial components of the daily Last Post Ceremony, but also assist with much larger ceremonies such as Anzac and Remembrance Day. Visitor Services staff are also pivotal in the provision of visitor emergency response within the Museum.

Who are we looking for?

We are seeking highly resilient and outcome-focused professionals with a deep commitment to the Australian War Memorial's commemorative purpose. The successful candidates must possess the emotional maturity and empathy required to deliver world-class service and sensitively engage diverse visitors, including veterans and their families. This demanding, public-facing role requires sound judgment and strong initiative to efficiently resolve issues, coupled with a proven ability to actively contribute to a large team and take ownership of tasks to meet core deliverables. Critically, candidates must be prepared to maintain high personal resilience to manage the physical, mental, and roster demands associated with this front-of-house role.

This position will initially be filled for 24 months, with the possibility of extension and/or permanency.

Core Responsibilities

Under general direction all Visitor Services Officers (VSOs) are required to:

  • Visitor Service and Interpretation
  • Actively engage visitors in a welcoming and friendly manner
  • Provide accurate and helpful information on all Memorial exhibitions, displays, activities, and amenities
  • Deliver interpretive, engaging, and informative public programs
  • Facilitate cloakroom services and the promotion of saleable items including the Memorial's suite of tours.
  • Operational Management, Security, and Emergency Response
  • Sensitively maintain gallery security and supervision while positively conveying to visitors an understanding of the dignity and commemorative ethos of the Memorial
  • Perform operational setup and manual handling tasks as required (e.g., electrical and audio equipment, weighted bags, crowd control bollards and barriers)
  • Apply first aid and emergency response practices, following compulsory and ongoing training, for visitor safety and immediate incident management.
  • Commemoration
  • Assist with the delivery of ceremonial components of the daily Last Post Ceremony, Anzac Day, Remembrance Day, and other events and ceremonies as directed

Additional Notes

In addition to the Core Responsibilities of the role, it is a requirement for all VSOs to be able to:

  • Move freely up and down stairs and stand for extended periods on hard surfaces; and
  • Work to a roster which incorporates regular work over weekends and public holidays (the roster cycle is 7 days on, 2 days off, 5 days on, 2 days off, 3 days on, 2 days off, 5 days on, 2 days off).

VSOs are categorised as shift workers due to the nature of the role and receive a shift loading to their base salary of approximately 21% (reviewed annually) with an additional five days annual leave in lieu of working on Sundays (25 days total). From March 2026, salary including loading and allowances will exceed $85,000 plus employer Superannuation of 15.4%. For more information please visit our Teamwork Agreement

Additionally, there is an expectation that VSOs will avail themselves on Anzac and Remembrance Day and across busy visitation periods including, but not limited to, the Christmas and Easter breaks.

As part of the Memorial's commitment to provide a world-class corporate image, VSOs are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings and hairstyles as front of house staff are required to adhere to a set dress and appearance procedure.

An order of merit may be established to fill similar positions within the next 18 months.

Position Eligibility

  • Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
  • All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Contact Information

  • For specific questions relating to this job vacancy, please contact: Gerard Pratt, ,
  • For questions relating to the online lodgement of your application, please email the Recruitment team via

Closing Date

Applications close at 11:30pm, Wednesday, 19 November 2025

For more details about the position and how to apply, please view the information pack.

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.

Information Pack Opens in new window

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