Tours and Customer Service Assistant

Tours and Customer Service Assistant

Department of Parliamentary Services

Why join us?

• Be part of a collaborative and supportive team delivering exceptional visitor experiences.
• 12 month fixed term contract, full time position
• PoV Grade 2.2, $72,189 - $79,753 + 12% superannuation

About the role and team

The Tours and Customer Service Assistant plays an important role in delivering exceptional visitor experiences at Parliament House. As part of the Tours and Customer Service Unit, you will provide front-of-house customer service, support community engagement activities and tours, assist with parliamentary events, and contribute to the smooth day-to-day operation of visitor services. Working in a fast-paced and highly collaborative environment, you will engage with visitors, Members of Parliament, parliamentary staff and external stakeholders to ensure a professional, welcoming and informative experience for all.

Key responsibilities include:

• Providing a high level of customer service to visitors, Members of Parliament and parliamentary staff.
• Providing operational support for parliamentary events and functions including as a point of contact during specified events at Parliament House.
• Liaising with Tours and Customer Service Unit Leadership and internal and external stakeholders to resolve visitor and event-related enquiries.
• Supporting the day-to-day operation of the Vestibule and visitor management services.
• Assisting with tour preparation, visitor bookings and information requests.
• Supporting the Tours and Customer Service Unit in the delivery of tours, community engagement activities and educational programs.
• Collecting and recording visitor feedback to support continuous service improvement.
• Assisting with ceremonial functions and Chamber support services on sitting days.
• Contributing to the safety and security of the parliamentary precinct, including emergency management and incident reporting.
• Maintaining effective working relationships with colleagues, stakeholders and visitors.
• Supporting other duties and projects within the Tours and Customer Service Unit as required.

The Recruitment Process

1. Application: Submit your CV and a brief cover letter.
2. Initial Screening: A 20-minute introductory phone call with our HR team.
3. Panel Interview: A face-to-face interview with three members of the team.
4. Final Checks: National Police Check and professional reference checks.

Applications close on 4 Sep 2026, and applicants may be contacted before the advertisement closes.

Why work for us?

We offer a unique workplace that sits at the heart of Victorian democracy. You will work in a historic precinct with modern technology, contributing to an institution that values integrity, professional growth, and a supportive team culture.

Accessibility

If you require assistance or adjustments to fully participate in the application or interview process for this role, please contact Parliament's Recruitment Team via email [email protected]

Privacy Collection Notice

The Parliament of Victoria and the parliamentary departments are committed to protecting your privacy. Personal information is handled in accordance with the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and other relevant legislation.

This privacy collection notice applies to our recruitment activities. It explains what information is collected when you apply for employment with a parliamentary department. It may be updated from time to time.

Child Safe Standards

The parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the Child Wellbeing and Safety Act 2005. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.