Team Leader Visitor Experience

NSW Government

Sydney, New South Wales, Australia

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Job Posted: 09/11/2018

Job Category:

Primary Industry / Conservation & Environment

Job description:
Job Title:  Team Leader, Visitor Experience
Job Grade / Classification:  Clerk Grade 9/10
Employment Type: Full-time, Ongoing
Location: Royal National Park (Audley) or Ku-ring-gai Chase National Park (Bobbin Head)

  • The NPWS is seeking a customer focused leader and communicator to manage nature-based visitation across the busiest and most iconic national parks in NSW.
  • Do you enjoy picturesque harbour views, sandy beaches, rugged coastlines, heritage areas, bushwalking and spectacular wildlife such as the annual whale migration? Then this opportunity based in Royal National Park (Audley) or Ku-ring-gai Chase National Park (Bobbin Head) may be for you.
  • You will have broad management experience working in a customer focused environment, be responsive to change and have well developed capabilities in financial management, visitor service delivery and stakeholder engagement in the visitor economy.
  • Your ability to lead and develop a large diverse team to deliver customer services in a safety-oriented culture will be one of your strong skills.
Agency overview
The Department of Planning & Environment is the lead NSW Government agency in planning for a growing NSW. The Department is going through an exciting period of organisational and operational change.
The Department’s vision – “Planning for growing NSW: inspiring strong communities, protecting our environment” – provides the benchmark for our partnership and leadership approach to engaging and working collaboratively with key State and Local Government, community and industry stakeholders to deliver better outcomes in the areas of planning, local government and the environment.
The Department’s two related agencies - the Office of Environment & Heritage and the Office of Local Government - support the conservation and protection of the environment and an effective local government sector in NSW. Several other entities associated with the Department include the Environment Protection Authority, statutory trusts responsible for zoos, parks and gardens, independent assessment and planning bodies, and development corporations.
National Parks and Wildlife Service manages, conserves and cares for land in national parks and reserves. NPWS links customer, conservation and cultural outcomes in a sustainable way by building participation in the management and use of parks.
Primary purpose of the role
This leadership role manages a large team of visitor services staff and collaborates with industry to deliver a high standard of visitor experiences (including leisure, recreation and events), marketing and communications, visitor centre operations and education and volunteering activities across Greater Sydney branch. The strategic planning and effective management of our three NPWS Visitor Centres (Audley, Kurnell and Bobbin Head), Sydney based education and guided tour programs, the park use free program and various revenue streams in high visitation areas is an important function of this role.
Essential requirements:
  • Demonstrated expertise in the management and delivery of visitor experience strategies and services including experience development, marketing and consumer communications, distribution and delivery of on the ground visitor services.
  • Current NSW Driver’s licence and the ability to work after hours, including weekends, as required.
  • Demonstrated ability to effectively lead large multi-disciplinary teams across a broad geographic area to ensure high staff performance and a strong work culture.
  • Demonstrated ability to work with professional and field-based staff to develop, implement and monitor safe visitor programs across a busy and fast paced environment.
  • Demonstrated experience in the management of large complex budgets and undertaking financial analysis of existing programs and revenue opportunities to ensure the financial sustainability of visitor programs.
  • Demonstrated experience in developing partnerships with industry experts and tourism stakeholders to collaborate and facilitate strategic planning, identify business opportunities and maintain a strong understanding of visitor markets and trends.
  • Demonstrated ability to develop and implement effective visitor marketing and communication initiatives including visitor centre information, website content, community days, iconic events, brochures and other available mechanisms.


Please read the following documents prior to preparing your application:
Job Notes:
A Recruitment Pool may be established for future temporary and ongoing roles with similar focus capabilities. The Recruitment Pool may be available to hiring managers from DPE and other NSW Public Sector agencies over a 12-month period.  
NPWS is a non-smoking workplace and smoking is not permitted in the National Parks.
To Apply: 
Complete all the questions in the online application. Two of the questions will require you to provide specific examples from your experience (4000-character limit per question). These questions are shown below. Do not address these in your cover letter.
Question 1: Leading and managing a team is a key responsibility of the Team Leader, Visitor Experience role. Please describe a visitor related activity/project you have led to enhance your team’s performance and effectiveness.
How did you evaluate the action/project?
How did you communicate with your team during this period? 
How did your efforts impact the team's performance and effectiveness?
Question 2: It can be difficult to engage with stakeholders with differing opinions. Outline a situation where you adapted your communication style to facilitate a wide range of stakeholders (e.g. managers, staff, market experts, community members, etc).
What elements of the engagement contributed to its complexity? 
What actions did you take to manage these challenges? 
How did your approach impact on achieving organisational outcomes? 
The information provided in your application needs to show how you meet the focus capabilities and other essential requirements of the role. (Refer to the role description for details about the capabilities and the associated behavioural indicators. The role description also lists the essential role requirements.)
Our commitment to diversity:
The Department of Planning and Environment values diversity and inclusion in the workplace. We welcome and encourage applications from people of all ages and genders, Aboriginal and Torres Strait Islander people, culturally and linguistically diverse groups and those with a disability.
Applications Close: Tuesday, 27 November 2018 at 11:59pm
Should you require further information about the role please contact Leigh Nolan (02) 9542 0636; if you have any enquiries regarding the recruitment process please contact Soraya Kauhiva (02) 9585 6861.