Director Visitor Engagement
Job Details
Job Title: Director Visitor Engagement
Employment Type: Ongoing/Non-Ongoing
Classification: Parliamentary Executive Level 2
Closing Date: 11:30pm AEDT, Monday 10 February 2025
Contact: Denise Catt, (02) 6277 5001, denise.catt@aph.gov.au
The Opportunity
The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Executive Level 2 Director Visitor Engagement within Parliamentary Engagement Branch. This is a strategic and operational leadership role responsible for the development and delivery of high-quality face-to-face interpretation programs including tours, concierge services, orientation and building support. The role also oversees the delivery of building tours for school students in collaboration with the Parliamentary Education Office.
This role shapes the program, and supports the team, to ensure our face-to-face interpretation programs are dynamic and relevant, responsive to changing audience needs, meet stakeholder expectations, and help to grow our audiences.
The position sits withing the Parliamentary Engagement Branch (PEB) which is responsible for developing and delivering quality, engaging experiences for visitors and building occupants to support the work of the Australian Parliament, enhancing its status as an iconic building and location of national significance. By forging strong, enduring and respectful collaborations, PEB supports access to Parliament House to ensure that the public can experience the heart of Australian democracy. The branch is committed to being a sustainable, efficient, accountable and engaged team that embraces continuous improvement to deliver exceptional client service and a culture of excellence.
Reporting to the Assistant Secretary, PEB, the successful applicant will work with colleagues and diverse stakeholders and be committed to continuous improvement – using financial information and data from other sources to inform strategy, marketing and operations and lead major projects aimed at improving access and efficiency in operations.
Who we are looking for
The ideal candidate will have a proven track record in leading large and diverse teams in delivering quality interpretation programs and managing resources to achieve quality outcomes in a customer-facing role in a national institution or similar cultural organisation. Overseeing a large team, you will have a demonstrated understanding of strategic human resources, workplace responsibilities and employee wellbeing.
Effective and respectful collaboration is critical to the success of the position - both internally with staff and stakeholders and externally with tourism partners and national institutions.
The role requires a leader with effective stakeholder management and communication skills and who possess the following attributes: commitment to excellence; collaborative and accountable; professional and knowledgeable.
As a member of PEB’s senior leadership team, you will drive a high-performance culture, engage and motivate staff, and ensure the team is set up for success.
If you believe that you are a good fit for DPS, what we are looking for, and have the requisite skills, talent and aptitude to play a part in designing and delivering exceptional visitor experiences, we would like to hear from you.
Job Specific Requirements
- The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.
At DPS, we acknowledge the value diversity brings. We are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We welcome applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.
Duty Statement
Classification: Parliamentary Executive Level 2
Branch: Parliamentary Engagement Branch
Section: Visitor Engagement
Immediate supervisor: Assistant Secretary
Under limited/general direction undertake duties in accordance with the agreed standards for the Parliamentary Executive Level 2 classification. The duties will include, but are not limited to, the following:
- Provide strategic direction to continue to build a high-quality visitor experience through face-to-face interpretation programs including tours, concierge services, orientation and building support.
- Lead and direct the Visitor Engagement section and manage and report on the section’s performance, revenue and budget.
- Develop, drive and oversee operations to ensure services are delivered to a high standard for visitors and building occupants to support the work of the Australian Parliament including enhanced standard operating procedures.
- Develop and implement policies and procedures that support a wide range of access to free and ticketed programs, activities and events.
- Manage and support staff, including developing capability and monitoring, evaluating and managing performance in the section’s range of service areas, and meeting health and safety obligations.
- Identify opportunities for ongoing efficiencies and service improvement and enhancement, including through utilising new technologies, and collaborating with stakeholders on their development.
- Provide advice to the Assistant Secretary, First Assistant Secretary, Deputy Secretary and Secretary in relation to the delivery of visitor services and events at Australian Parliament House.
- Represent the Section within DPS, and in dealing with other parliamentary departments, contractors and external stakeholders to ensure DPS is in touch with current trends.
Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.
How to apply
Please upload a one page pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.
Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.
Our purpose and values
We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace.
Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.
What we can offer
Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:
• access to flexible work arrangements
• ongoing opportunities to learn and develop new capabilities
• a competitive remuneration package
• free secure underground parking
• free gym membership and access to recreational facilities
• on-site childcare, banking services, post office, value-for-money dining options and more.
Salary
An attractive salary, which could be negotiated with the successful candidate, is on offer.
Conditions of Employment
Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:
• Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen.
• Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
• Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.