- Lead a customer service team that supports over 100 million park visits each year.
- Drive service improvements and shape the future of Parks Victoria's customer experience.
- Ongoing leadership opportunity based in Morwell with genuine statewide impact.
About the role
The Customer Service Team Leader oversees Parks Victoria's Morwell-based customer service operations, ensuring customers receive accurate, timely, and professional responses across digital, phone, and email channels.
The role manages booking systems, enquiries, complaints, and outgoing public information, while driving improvements in processes, systems, and training. By strengthening customer experiences and service quality, the position plays a key role in enhancing Parks Victoria's reputation and commitment to accessible, reliable service.
The role is critical to the success of Parks Victoria, as the organisation undergoes significant transformation, getting `back to basics' to improve its performance in ensuring Victoria's diverse network of parks and reserves remain accessible for all visitors to enjoy, while protecting natural and cultural values.
About the Team
The Communications and Engagement Directorate is Parks Victoria's hub for media, communications, engagement, and customer service, ensuring consistent and effective approaches that highlight the organisation's positive impact. It manages brand strategy, communications protocols, media enquiries, and customer interactions, while building tools, policies, and procedures that strengthen capability across the organisation. By providing expert advice and support, the Directorate ensures high-quality, responsive engagement with communities, stakeholders, partners, and employees, encouraging people to enjoy and protect Victoria's parks, reserves, ports, and waterways.
We're Looking for Someone With
- Demonstrated experience leading customer service operations in a complex or government environment.
- Experience managing online booking systems and high-volume customer enquiries.
- Strong knowledge of customer relationship management, digital service delivery, and continuous improvement practices.
- Excellent communication, stakeholder engagement, negotiation, and problem-solving skills.
- Demonstrated ability to lead, mentor, and develop high-performing teams.
- Experience using data and customer feedback to identify opportunities and drive service improvements.
- Strong organisational skills with the ability to manage competing priorities and meet deadlines.
- A current Victorian Driver's Licence.
Your application will need to include:
- A Current Resume
- A Cover Letter
Application Close date: 2nd August 2026
Sound like you?
For a confidential discussion about the role, contact Dannielle Ozols on [email protected] or apply online!
If you don't hold every skill or experience detailed above, please don't rule yourself out. We focus on hiring people who value collaboration and integrity. We value a culture where everyone can be themselves at work, regardless of background, orientation, age or gender.
Employment Requirements
Parks Victoria is committed to child safety and has zero tolerance for child abuse and all forms of harm to children, in accordance with the Victorian Child Safe Standards. All prospective employees to undergo a National Police Record Check and Working with Children Check prior to commencing employment.
