About the Great Ocean Road Coast and Parks Authority

The Great Ocean Road Coast and Parks Authority (the Authority) was established on 1 December 2020 to deliver better protection and management of the iconic coast and parks of Victoria’s Great Ocean Road.

In partnership with Traditional Owners, our role is to manage, protect, rehabilitate and foster resilience of the natural, cultural and heritage values of coastal Crown land and marine waters along the Great Ocean Road.

As a public land manager for the Great Ocean Road coast and parks, we manage a wide variety of public land from National Parks to coastal beaches to town foreshores. We also lead visitation policy and planning for the scenic landscapes along the Great Ocean Road to manage visitation and provide a great visitor experience.

All revenue raised through our commercial endeavours is reinvested into the coast to ensure the Great Ocean Road region can be enjoyed now and for 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:

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

• Receiving and making booking reservations using the Rooms Management System (RMS) software system - via phone, email, on-line and in person

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 14 April - - -

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.

The most suitable candidate will be rostered accordingly as to a 7-day rotating roster, so weekend work is expected in the role, to meet business demands where required (including Vic Public Holidays).

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.