TERM: Casual

REPORTS TO: Senior Manager, Customer Experience & Ticketing

DIRECT REPORTS: None

SALARY: $42.89 (hourly) + statutory superannuation

PRIMARY LOCATION: The Wheeler Centre for Books, Writing & Ideas, 176 Little Lonsdale Street Melbourne VIC 3000

CONDITIONS: Regular out-of-work hours will be required, Employees at The Wheeler Centre have access to an Employee Assistance Program as well as regular professional development opportunities

ABOUT THE ROLE

The Visitor Services position responsibilities encompass a range of customer-focused tasks, providing front-end customer service to all visitors, whether via email, phone, or in person, to maintain an productive and welcoming reception and/or event area.

Reporting to the Senior Manager, Customer Experience & Ticketing, the role supports the ticketing and Front of House team at ticketed events by handling ticket bookings and inquiries and other duties as required.

The casual role is based at the Wheeler Centre offices in the Melbourne CBD and requires flexibility across weekday, weeknight and weekend shifts. Shifts will take place at the Wheeler Centre (176 Little Lonsdale Street Melbourne). Attendance at other Melbourne-CBD venues may also be required from time-to-time.

TASKS AND RESPONSIBILITIES

- Provide a high level of service to the Centre’s wide range of customer, presenter, and stakeholder queries relating to the venues, events, special projects and more via phone, email or in person.
- Support the Centre and it’s resident organisations by providing general reception services such as deliveries, welcoming guests and venue access.




- Resolve ticketing or customer service issues in a timely manner in line with the Centre’s policies and procedures when working independently.
- Process donations and sell tickets and other related products using the centre’s CRM system.
- Reconcile payments and ensure payment data is accurate at the end of each shift.
- Enter information into Tessitura accurately to help ensure the database is clean for marketing use and assist with data maintenance duties.
- Manage and respond to customer feedback and escalate Customer Service issues when necessary.
- Maintain venue security in the foyer area through the opening and closing procedures and ensure the space is well presented.
- Liaise with internal teams such as production, front of house and programming to ensure seamless event delivery.
- Support the Senior Manager, Customer Experience & Ticketing in the processing of complimentary tickets, preparing reports and other stakeholder needs as required.

ENQUIRIES

Further information about The Wheeler Centre and working with us, including accessibility information for applicants, is available at https://jobs.employmenthero.com/organisations/the-wheeler-centre

Confidential enquiries about this role can be made to [email protected].

SUBMITTING AN APPLICATION

Applications should be submitted by selecting Apply now at the top of this page, and include:

- A current resume (1-2 pages)
- A brief cover letter (not more than 200 words)
- Brief responses to each of the screening questions (as a guide, we are not expecting responses to be any more than 150 words per question).

TIMELINE FOR RECRUITMENT

Applications close noon, Tuesday 13 October 2026. Late applications will not be accepted.

📌 Visitor Services Officer (Melbourne)
🏢 The Wheeler Centre
📍 Melbourne