Visitor Services Team Leader


It’s an exciting time to work for the Australian Museum (AM) as we prepare to reopen to the public later this year following our major renovation, Project Discover. We’re looking for an energetic team leader with a track record of delivering high quality, visitor-centric customer service. The role will oversee and manage the daily operations of the AM’s admissions, reception and bookings team and processes, ensuring the AM is a welcoming, accessible and inclusive environment.

The Australian Museum is located on the traditional homelands of the Gadigal people of the Eora nation. The Australian Museum acknowledges the Gadigal people as the Traditional Owners and custodians of the land, sky and waterways, paying respect to Elders past, present and emerging.

The Australian Museum (AM) operates within the NSW Department of Premier & Cabinet and was founded in 1827 as the first museum in Australia. The AM provides access, engagement and scientific research to increase our understanding of natural history and culture, particularly of the Australasian region. The AM holds more than 21 million objects of biological, geological and cultural collections and develops programs, exhibitions and school and community education initiatives onsite, online and offsite. The AM’s purpose is to make nature, Indigenous cultures & science accessible and relevant to everyone.

The AM supports a diverse workforce and promotes applications from First Nation and Torres Strait Islander people. People with disabilities who meet the selection criteria are encouraged to apply; and where required, Australian Museum will implement reasonable adjustment consistent with industry standard.

About the role

The primary purpose of this role is to lead a high quality, service-focused team of visitor facing staff. The Visitor Services Team Leader is responsible for implementing a visitor-centric model of customer service and maintaining an effective, efficient front of house operation. The role is responsible for overall staff and operational management of the Visitor Services and Group Bookings team, comprising of ticketing, admissions and group bookings as well as Gallery and Education hosts, and is the first point of contact for the escalation of any issues that arise during admissions processes.

Knowledge & Experience

As the successful candidate, you will demonstrate

  • Proven experience managing a customer service environment and encouraging high standards of visitor experience.
  • Demonstrated ability to build, motivate, train and supervise a strong team to achieve customer service goals.
  • Proven experience configuring ticketing and bookings systems.
  • Must be available to work on weekends or public holidays when required.

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