Volunteer Operations Manager

About National Trust Queensland

National Trust of Australia (Queensland) [NTAQ] is a member-based organisation and environmental charity with a portfolio of 15 heritage properties across the State including one of the Gold Coast's most popular tourist destinations, Currumbin Wildlife Sanctuary. The Sanctuary is a physical embodiment of everything the NTAQ represents which is to conserve and advance our natural and cultural heritage for future generations.

Currumbin Wildlife Sanctuary (CWS) is one of the leading voluntary organisations on the Gold Coast, operating four specialised volunteer programs (Guest Experience, Wildlife, Hospital and Fundraising) with over 450 volunteers who attend shifts 7 days a week. This role is to lead the Guest Experience Volunteer Program which encompasses the Park and Astra Lumina Volunteers. We are seeking a personable and experienced Manager to join our team as Volunteer Operations Manager (Guest Experience Volunteers) in a full-time role. In this hands-on role, you will focus on volunteer recruitment, engagement and support to ensure the continued positive impact these volunteers deliver to our visitor and animal experience and community.

About the Role

As the Manager for Guest Experience Volunteers, you will lead and support the largest volunteer program at Currumbin Wildlife Sanctuary (CWS), ensuring your volunteer team enhance the guest experience while adding value to the Sanctuary's operations. This is a busy and dynamic role combining leadership, operational management, and volunteer engagement to foster a thriving and motivated team of approximately 200 caring and passionate volunteers.

Your responsibilities will include:

- Being apart of the CWS Volunteer leadership team who value being welcoming, efficient, safety focused and fun, and who will provide backup support with the delivery of this role.
- Inspire, lead, and support a diverse team of volunteers from the Park Volunteer and Astra Lumina Volunteer programs.
- Hold responsibility for the recruitment, onboarding, training, rostering, and performance of your volunteers, ensuring operational objectives are met.
- Foster relationships with internal and external stakeholders to promote and strengthen your volunteer programs, including close collaboration with CWS Guest Services team.
- Ensure your volunteer team is trained to enhance guest experience via friendly, helpful and knowledgeable interactions.
- Develop and implement safety protocols, coordinate emergency responses, and maintain adherence to policies and guidelines.
- Organise fun and enjoyable social events to recognize and celebrate the contributions of volunteers.
- Handle volunteer records, program reporting, and ensure compliance with data privacy and WHS requirements.

About You

Key competencies and qualifications include:

- Proven experience managing a large team.
- Has an approachable and supportive leadership style.
- Is an effective communicator who enjoys interacting with people of all generations and can effectively coach their work activities; our wonderful Guest Experience volunteers currently range from age 19 to 93
- Previous experience working with or managing volunteers is highly regarded.
- A background in managing guest-facing roles, particularly in tourism, hospitality or events.
- Ability to lead and support change initiatives while fostering a positive and inclusive team culture.
- Proficient in Microsoft Office Suite and has ability to quickly learn volunteer management software (BETTER IMPACT).
- Is a fast-paced worker who is well organised with strong time management, prioritisation, and attention to detail in managing projects and administrative tasks.
- Has fitness and ability to work outdoors in all weather conditions and in proximity to native wildlife, including birds and reptiles, in a role that will involve extensive walking.
- Willingness to work a fortnightly rotating roster, including weekends, to meet the objective of crossing over with all your volunteers teams each fortnight.

**What we can offer**

Just as our charter is to protect, conserve, and celebrate the Environmental, Built and Cultural heritage of our State, we also are committed to ensuring our Team Members are protected, taken care of, and of course celebrated We offer current and future team members:

- Benchmarked Salary
- On Site Parking
- Tertiary Education Partners for access to recognized Qualifications
- NTAQ Team Member Card offering unlimited entry to Currumbin Wildlife Sanctuary and other SEQ sites and generous retail & food & beverage discounts
- Access to 470+ fitness facilities through Fitness Passport for you and your family
- Currumbin Wildlife Sanctuary Family & Friends Passes