Guest Services & Volunteer Operations Manager (Full-time or Near Full-time)

Oversee reception, group bookings and operational support, ensuring every visitor experiences a warm welcome while helping teams across Crossroads access the volunteers they need. About the Role - Crossroads welcomes thousands of volunteers, visitors, corporate teams, schools and community groups each year. This role leads the systems, teams and guest experience that make those visits possible. You will oversee reception, group bookings and operational support, ensuring every visitor experiences a warm welcome while helping teams across Crossroads access the volunteers they need.. The Opportunity - This is a service leadership role for someone who enjoys: Creating exceptional visitor experiences; Improving systems and processes; Leading people; Coordinating multiple moving parts; Building a culture of hospitality and excellence. You will play a key role in helping volunteers and groups experience purpose and impact from the moment they connect with Crossroads.. Key Responsibilities. Lead Guest Services - Ensure a welcoming experience for volunteers, visitors, donors and partners; Oversee reception standards and enquiry handling; Improve responsiveness and service quality; Use feedback to drive continual improvement. . Manage Group Volunteering Programmes - Oversee booking systems and volunteer scheduling; Coordinate volunteer group experiences; Work closely with departments across Crossroads; Improve group hosting capacity and volunteer experience. . Strengthen Operations - Improve office procedures and workflows. Ensure smooth daily operations. Develop practical systems that reduce duplication and inefficiency. Support a high-functioning volunteer services office. . Lead a Team - You will oversee: Reception Team. Group Booking Administrator. Office Operations Administrator. . Ideal Candidate - Strong people leadership experience. Customer experience, hospitality, operations or event management background. Excellent communication and organisational skills. Process improvement mindset. Comfortable juggling multiple priorities. Passion for serving people and creating welcoming environments. . Why This Role Matters The quality of someone's experience at Crossroads can influence how they engage with humanitarian issues and whether they continue serving others. This role helps create those experiences every day.

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