An exciting opportunity within our Communications and Engagement directorate Be supported in your career progression with development opportunities Enjoy a healthy work life balance with options to work flexibly About the role: As the Customer Service and Agreements Manager, you will lead Parks Victoria's customer service and permits functions, ensuring responsive, high-quality service for customers, partners, and permit holders. The role oversees teams managing enquiries, bookings, public information, and permits for tour operators, research, events, filming, and photography. It sets frameworks and standards that drive service excellence, align with organisational objectives, government priorities and ensure legislative compliance. The role is critical to the success of Parks Victoria, as the organisation undergoes significant transformation, getting ‘back to basics' to improve its performance in ensuring Victoria's diverse network of parks and reserves remain accessible for all visitors to enjoy, while protecting natural and cultural values. We're looking for someone with: Demonstrated experience leading customer service or permit management functions in complex or government environment. Proven success in improving service models, managing high-volume operations and driving customer experience excellence. Strong knowledge of customer relationship management, digital service delivery and process improvement. Proven ability to lead, motivate and develop diverse teams to deliver consistent, high-quality services. If you don't meet every criteria in the position description, please don't rule yourself out. We focus on hiring people who value inclusion, collaboration and integrity. If this resonates with you, then please apply. Your application will need to include: Your current resume A cover letter Join our innovative organisation and enjoy what you do, apply today! Application Closing date: Sunday, 25 January 2026 About Us: Parks Victoria is responsible for managing a diverse estate of more than 4 million hectares including 3,000 land and marine parks and reserves making up 18 per cent of Victoria's landmass, 75 per cent of Victoria's wetlands and 70 per cent of Victoria's coastline. Victoria's parks are home to more than 4,300 native plants and around 1,000 native animal species. The Communications and Engagement Directorate is Parks Victoria's centre of expertise for media relations, communications, engagement, and customer service, ensuring consistent and effective approaches that highlight the organisation's positive impact. Sound like you? If this sounds like you, then we would like to hear from you. For a confidential discussion about the role, contact Jenny Hunter on Jenny.Hunter@parks.vic.gov.au or apply online! Organisational Commitments Parks Victoria is committed to child safety and has zero tolerance for child abuse and all forms of harm to children, in accordance with the Victorian Child Safe Standards. All prospective employees to undergo a National Police Record Check and Working with Children Check prior to commencing employment. Parks Victoria recognises diversity and inclusion is everyone's business. We value a culture where everyone can be themselves at work, regardless of background, orientation, age or gender.
