Visitor Services Supervisor

Role overview

Tweed Shire Council is building a fresh internal team to oversee The Tweed Tourism Company, a modern visitor economy function focused on strengthening the region’s profile, boosting visitation and increasing economic value.

As Visitor Services Supervisor, you will guide frontline visitor experiences across visitor information centres, mobile servicing and regional activations for The Tweed.

Reporting to the Visitor Economy Lead, you will manage daily visitor service activities and ensure every interaction is accurate, welcoming and aligned with destination branding, local tourism priorities and VIC accreditation expectations.

Key responsibilities

You will look after visitor services at the Murwillumbah and Kingscliff Visitor Information Centres, along with mobile visitor support and pop-up activation points. You will also lead a Visitor Services Officer on a job-share arrangement and support a volunteer network of more than 50 people, keeping visitor information, retail items, ticketing details and promotional materials current and aligned with campaigns.

• Coordinate visitor service delivery across the Murwillumbah and Kingscliff Visitor Information Centres, which operate seven days a week, as well as mobile servicing, pop-up experiences and regional events.
• Ensure visitor interactions are consistent, professional, welcoming and in line with brand, accessibility and VIC accreditation requirements across physical, digital and mobile channels.
• Manage bookings, ticketing, retail and merchandise functions, including POS use, reconciliations, stock oversight, visual merchandising and audit preparation.
• Oversee visitor service projects and supporting materials such as maps, brochures, signage, digital kiosks and the mobile visitor van.
• Lead, roster, induct, train and coach staff and volunteers while building a positive, customer-oriented service culture.
• Help shape how people discover and connect with The Tweed through contemporary, reliable and memorable visitor services.

About you

You are a skilled leader in customer or visitor services, with strong experience in public-facing service delivery, preferably within tourism, hospitality or destination management.

You can deliver high-quality customer experiences, handle varied visitor needs and manage challenging enquiries with calm professionalism.

You have worked within operational or quality assurance frameworks, including accreditation standards, established procedures and service readiness expectations.

You are comfortable overseeing retail, ticketing or booking operations, including POS systems, cash handling, stock control and reconciliation processes.

You have led staff and volunteers before, including rostering, onboarding, coaching and creating a safe, inclusive and supportive team environment.

You are organised, confident with systems and collaborative in your approach, with strong stakeholder engagement skills and the ability to build effective relationships with operators, partners and internal teams.

Why this role stands out

This is a chance to influence how visitors experience one of Australia’s most attractive destinations while supporting local tourism businesses, communities and the wider visitor economy.

As part of a newly formed, collaborative team, you will help deliver modern visitor services across multiple touchpoints, lead a committed group of staff and volunteers, and support visitors in making the most of The Tweed.

If you enjoy leading people, improving customer experiences and creating memorable visitor moments, this role offers the opportunity to make a real contribution in a destination known for its natural beauty, lifestyle and appeal.

Conditions and benefits

• Base salary starts at $77,555 per annum and may progress through competency-based increments up to $91,053 per annum, plus 12% superannuation.
• The role follows a 70-hour, nine-day fortnight arrangement and is permanent full-time.
• The position is based in Murwillumbah, NSW, but you may be directed to work from any Council workplace.
• Training and development opportunities are available.
• Flexible work arrangements are offered to support a healthy work-life balance.
• Employment conditions are described as generous, with further details available from the employer’s website.
• The Council has been recognised as an Employer of Choice in NSW local government.