Team Leader Visitor Operations (0.8FTE)
At Zoos SA, we’re proud to welcome more than half a million people through our gates each year, and we’re not slowing down. With the rollout of our 20-Year Master Plan and a number of exciting projects on the horizon,…
At Zoos SA, we’re proud to welcome more than half a million people through our gates each year, and we’re not slowing down. With the rollout of our 20-Year Master Plan and a number of exciting projects on the horizon, we’re thrilled to be expanding and evolving our workforce to position us for continued growth into the future.
At Zoos SA, we’re passionate about diversity, equity, accessibility, and inclusion! We believe everyone should have the chance to connect with our mission of saving species from extinction. If you think you’d be a great fit, we’d love to invite you to apply!
ABOUT THE ROLE...
Zoos SA is seeking an enthusiastic Team Leader to support the coordination and delivery of daily visitor operations and special events across the Visitor Services team at Adelaide Zoo on a permanent part-time basis across a 5-day roster, with early mornings and evenings.
Reporting to the Manager Visitor Operations, you will lead a team of operational staff ensuring smooth day-to-day operations, assist with direction of volunteers, provide exceptional visitor experiences, and ensure a safe working environment.
As part of our Visitor Operations team, you will:
- Lead and develop Visitor Services Officers across a range of visitor facing touch points prioritising high levels of services and commercial outcomes.
- Set clear expectations for conduct, performance and service standards; provide coaching, feedback and development.
- Manage first-line performance matters, escalating complex or significant issues to the Visitor Operations Manager.
- Foster an inclusive, collaborative culture aligned with Zoos SA values and DEAIB principles.
- Oversee day-to-day frontline service delivery and ensure visitor enquiries, feedback and concerns are managed effectively.
- Monitor roster effectiveness and equitable allocation of hours, responding to changing operational needs and escalating significant risks.
- Build team capability in visitor engagement, product knowledge and appropriate sales conversations.
- Participate in the Adelaide Zoo Duty Manager roster, acting as the first point of contact and Incident Controller when rostered and authorised.
- Promote safe work practices and compliance with WHS requirements, procedures, and risk controls.
- Coordinate incident responses, manage immediate risks, document outcomes and escalate issues appropriately.
- Work with Community Engagement, Corporate Services, Operations and Life Sciences teams to coordinate operational delivery.
- Liaise with MSP Visitor Operations on bookings, phone enquiries, information sharing and cross-site service consistency.
- Coordinate frontline readiness and communications for new products, promotions, programs and events.
ABOUT YOU...
To be considered for this position, you will have:
- Experience in leading frontline teams in a customer-facing or operational environment
- Effective communication, organisation and stakeholder engagement.
- Digital literacy, problem-solving skills and sound operational judgement.
- Experience in tourism, hospitality or visitor attractions.
- Knowledge and experience in a sales-driven fast-paced retail environment.
- Experience in cash handling.
- Experience in roster management.
- Experience in incident management or Duty Manager responsibilities.
- Knowledge and experience in handling public enquiries and complaints;
- Experience in a call centre environment, supporting bookings and identifying sales conversions (desirable).
- Familiarity with ticketing, bookings or membership systems (desirable).
WHAT WE CAN DO FOR YOU...
Zoos SA are able to offer the following employee benefits:
- Income Protection
- Membership of the Royal Zoological Society of SA Inc. – this also enables you and your immediate family free entry to both Zoos SA sites
- 20% discount at the Retail stores across all Zoos SA locations
- Free Family Member tickets and discounted ticket prices
- Discounted Behind the Scenes (BTS) or Brief Animal Encounters (BAE) for employees
- Employee Assistance Program (EAP) and Manager Assist Program
- Professional Membership
HOW TO APPLY...
Please complete the requested work history and education information on the application page and attach your resume and cover letter outlining your experience. This will assist us in assessing your suitability for this role.
Please visit the Careers section of the Zoos SA website to apply.
Zoos SA is passionately committed to equal employment opportunity. We believe diversity, inclusion and reconciliation are fundamental to our rich organisational culture and values, and we demonstrate this commitment through all our employment practices so that our people continue to reflect the local communities in which we work.
If you are unable to submit your application because of incompatible assistive technology or require reasonable adjustments, please contact Kaila at 08 8548 9541 or via [email protected].
APPLY NOW!!
No recruitment agencies please