About the Great Ocean Road Coast and Parks Authority
The Great Ocean Road Coast and Parks Authority is the dedicated Victorian Government entity entrusted with the care, protection and sustainable management of one of Australia’s most breathtaking and culturally significant coastal regions. Established under the Great Ocean Road and Environs Protection Act 2020, the Authority was created to address the complex and fragmented management of the coastline and ensure the long-term conservation of this iconic landscape.
By November 2025, GORCAPA will be responsible for managing more than 170,000 hectares of coastal reserves, National Parks, Marine Sanctuaries and foreshores stretching along 355 kilometres of stunning coastline. This includes high-profile sites such as the Twelve Apostles Visitor Experience Precinct and Cape Otway Lightstation, as well as local ports, community reserves and critical marine environments.
At the heart of its work is a commitment to protect the unique environmental, cultural, heritage and community values of the region. GORCAPA partners deeply with Traditional Owners, local communities and stakeholders to integrate cultural knowledge, ensure environmental stewardship, support sustainable visitation and build lasting benefits for regional economies and generations to come.
Purpose of the position
The Caravan Park Customer Service Officer is accountable for the excellent service and customer satisfaction including meeting customer needs and guest requirements.
Please note - This role requires weekend availability and on occasion, availability for Public Holidays, on average, 20-25 hours per week.
Primary responsibilities
The Customer Service Officer is responsible to assist with the day-to-day front-of-house reception duties of the Caravan Parks.
Key responsibilities of this position include:
- Receiving and making booking reservations using the Rooms Management System (RMS) software system - via phone, email, on-line and in person
- Face to face customer liaison at the Parks including provision of information, dealing with customer complaints, handling cash monies, receiving maintenance requests and other customer interactions as may be required
- Dealing with customer correspondence and enquiry via email and phone
- Report preparation for daily banking
- Advising management of customer issues as soon as able and in the format directed by the Park Managers to ensure an efficient and timely transfer of information
- If applicable, handling cash sales for kiosk items, souvenirs, tour bookings or other types of transactions as may be required
- Provision of a friendly, efficient and empathetic customer service ‘face’ to the customer
Qualifications & Experience:
- Practical administrative skills and/or customer service experience in a Hospitality, Tourism or retail environment, involving frontline or receptionist duties.
- Demonstrated experience using RMS booking software or comparable booking or reservation program.
Knowledge and skills:
- Excellent oral and written communication skills, including an ability to communicate with people across a broad range of backgrounds.
- Demonstrated ability to work as part of a team.
- Proactive approach to problem solving.
- Good time management and organisational skills.
Terms and conditions of employment
Appointment to this position is subject to the successful applicant being able to:
- Provide a National Police Check Certificate.
- Obtain a Working with Children Certificate.
- Evidence of Australian Work Rights.
- Hold a current Australian Driver’s Licence.
Applications require
- A current resume
- Cover Letter
Everyone is welcome at the Authority:
Here at the Great Ocean Road Coast and Parks Authority we are committed to creating a workforce that is diverse and is inclusive of all. We value and embrace the various experiences and perspectives people may have, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.