Job description
Agency Department of People, Sport and Culture Work unit Library and Archives NT
Job title Manager Visitor Experience Designation Administrative Officer 6
Job type Full Time Duration Ongoing
Salary $102,505 - $114,282 Location Darwin
Position number 37358 RTF 354002 Closing 01/11/2026
Contact Tessa Duke on 08 8999 5569 or [email protected]
About the agency https://lant.nt.gov.au/ or https://dpsc.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=354002

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY
QUALIFICATIONS.
Information for applicants – Inclusion and diversity
The NTPS values diversity and aims for a workforce that represents the community. The NTPS encourages people from all diversity
groups to apply for vacancies and accommodates people with disability by making reasonable workplace adjustments. If you require an
adjustment for the recruitment process or job, please discuss this with the contact officer. For more information about applying for this
position and the merit process, go to the OCPE website.

Primary objective
Manage all aspects of visitor experience across Library and Archives NT (LANT) public sites ensuring our facilities, events exhibitions, and
programs are welcoming and inclusive, and visitors are provided the highest standard of customer service.
Key duties and responsibilities
1. Manage all aspects of visitor experience across LANT public sites, ensuring welcoming, accessible, safe and inclusive public spaces,





and the provision of functional public-facing technology and equipment.
2. Lead, supervise and train a team of Visitor Experience Officers, providing performance management and professional learning as

required to ensure a culture of customer service excellence.
3. Manage external venue hire of LANT Darwin City facilities, ensuring efficient booking processes, positive stakeholder experiences,

and compliance with all organisational policies and procedures.
4. Support the delivery of exhibitions, events and programs by coordinating visitor services, collecting and analysing visitor data and

contributing to program evaluation, planning and reporting.
5. Manage visitor enquiries, complaints and feedback acting as an escalation point for complex visitor interactions and behaviours and

identifying opportunities for continuous service improvements.
6. Serve as site manager for LANT Darwin City location, overseeing workplace health and safety (WHS), emergency preparedness and

response, contractor management, facility operations, stakeholder liaison and policy development.
7. Coordinate and administer LANT annual grant program, including application management, stakeholder support, system administration

and financial acquittals.
8.



Provide financial and administrative support including invoice processing, procurement activities, receipting of goods and services, and

credit card reconciliation.
Selection criteria
Essential
1. Demonstrated experience in a supervisory or management role within a library or cultural institution.
2. Extensive knowledge of visitor experience principles, including customer service delivery, consumer facing technologies and visitor

risk management.
3. Proven ability to lead and develop customer service teams, maintaining high standards of visitor care and service excellence.
4. Highly developed organisational and administrative skills, including workforce planning, rostering and the ability to manage multiple

priorities and meet deadlines.
5. Well-developed interpersonal, communication and stakeholder engagement skills with the ability to interact effectively with people

from diverse cultural backgrounds.
6. Demonstrated ability to work collaboratively, respond positively to change, and exercise sound judgement in a dynamic operating

setting.
7. Experience in facilities management, including WHS and contractor coordination, preferably in a cultural institution.
Desirable
1. Relevant qualifications in visitor services, engagement, education, librarianship, archival practice, or museum studies.

Further information
This position requires a working with children clearance (Ochre Card).
This position may be required to work on weekends and after hours.

📌 Manager Visitor Experience (Darwin)
🏢 Department of People, Sport and Culture
📍 Darwin