Job Description
Career role with a leading Newcastle-based brand with a global reach
Full-time permanent role available located in the heart of Newcastle CBD
$80K + super + incentives
Are you an experienced leader with a passion for mentoring, coaching, and empowering successful customer service teams?
Do you love travel and have a deep appreciation for creating unforgettable experiences? If so, this could be the perfect opportunity for you!
We are excited to be recruiting a permanent full-time Reservations Team Leader to join a Newcastle-based Reservations Contact Centre.
About the opportunity
As a Reservations Team Leader, you will be responsible for providing day-to-day leadership and subject matter expertise to your team of Reservations Specialists. Your focus will be coaching and empowering the Reservations Team to achieve exceptional team performance by showcasing the organisation's products to guests. Importantly, the Team Leader to Reservations Specialist ratio is 1:6 which will give you time to focus on quality, coaching and team engagement.
The Contact Centre operates Monday to Friday from 7:30 am to 6:15 pm and Saturdays from 9 am to 1 pm. You will work a 38-hour workweek Monday to Friday, in addition to one 4-hour Saturday shift every 3-weeks.
Key Responsibilities
Gain expert knowledge in all products offered.
Conduct regular coaching sessions and performance appraisals, including quality assurance, to meet service standards.
Train and coach Reservation Specialists to provide an exceptional service experience while promoting products to achieve sales targets.
Re-enforce processes to achieve efficiencies, raising any issues impacting workflow through relevant channels.
Real-time queue management, liaising with the Workforce Planner to maintain service level targets.
About you
You’re passionate about the quality of offerings and enthusiastic about creating exceptional guest experiences.
You have strong leadership skills with experience in coaching and training staff, preferably within the contact centre, travel, retail or hospitality industry.
Strong communication skills, both verbal and written, are a must, with the ability to engage professionally with a diverse clientele.
Highly capable in utilising contact centre technology and/or CRM software.
Experience in a 4 or 5-star luxury brand environment is desirable.
The benefits!
Work for an iconic brand with deep roots in Newcastle and a global reach.
Be recognised for your commitment and loyalty with an attractive incentive plan.
Join a team of passionate professionals dedicated to creating wonder.
Contribute to an organisation that prioritises sustainable practices.
Enjoy a beautiful office environment in the heart of Newcastle CBD.
Access to opportunities for advancement and professional development.
Fitness Passport available.
How to apply
To learn more about key responsibilities, company culture and associated benefits of this opportunity, please contact Olivia Evans on 02 4927 2025 oliviae@peoplefusion.com.au or Rachael Levey on 02 4927 2029 rachaell@peoplefusion.com.au for a confidential discussion.
Applications can be made by clicking "Apply". We look forward to reviewing your CV and covering letter addressing your motivation for applying and how you believe your experience relates.
Please note we will review applications as they are received so please submit your application asap.
At peoplefusion, we don’t just accept diversity and inclusion—we celebrate it! We strive to create an environment of equal opportunity regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, religion, or physical ability, and welcome applications from people from all backgrounds. If you require any assistance with your application, please don’t hesitate to contact us.
