Melbourne CBD Head Office | RACV Travel & ExperiencesFull-time | HybridCompetitive Salary | Discounts on RACV products and resortsGreat things start hereBe part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.Join our leisure team whose job it is to help people live their best lives — whether they're on holiday, visiting an attraction or treating loved ones to a special experience. Make a positive impact on an industry that's growing and changing, while being part of a supportive, collaborative culture. With a varied business from our award-winning RACV Clubs and Resorts across Victoria, Queensland and Tasmania, to our premium partner hotels, tours, cruises, events, and experiences, you'll enjoy the best of tourism and have room to grow.About the OpportunityAn exciting opportunity has arisen for an experienced Central Reservations Team Leader, to join our Leisure division in the Travel & Experiences team. The Central Reservations team manage the reservations call centre enquiries and bookings for our ten luxury RACV clubs & resorts throughout VIC, QLD & TAS. As a Team Leader, you will oversee the daily operations, leading by example with a 'hands on' approach, to ensure our members and customers experience a seamless and efficient booking process and a high level of customer service.Our central reservations team is based in head office at 485 Bourke St, CBD. Initially this role will be required in the office five days week, for the first two-three months. Our team enjoy flexibility with hybrid work, four days in the office and one day at home, Monday – Friday 9am-5pm.This could be just the right role for you?Reporting to the Central Reservations Manager, you will lead a team of nine consultants to steer operational efficiencies, foster innovative ideas, encourage teamwork and a supportive workplace culture. Your key responsibilities for the role include:Lead, mentor and motivate the team to meet and exceed performance goals & KPIsTrain, coach and develop team members, monitoring call quality, providing ongoing support and feedback to enhance performance and customer service standardsSupport a member first culture, ensuring customer service excellence is consistently deliveredOptimise the booking processes and manage the call centre workflow through best practice processesAnswering customer phone calls and online enquiries to manage reservation bookings, changes and amendmentsDevelop a knowledge and promote RACV product and services to provide value and benefit to members and customersCollaborate with leaders to maximise revenue targets through upselling and cross-selling objectivesReport on sales and call centre performance metrics & contribute to team meetingsResolve complaints and escalations effectivelyPromote safe work practices to ensure a safe workplace is maintainedPractice the RACV values – innovation, accountability, care & teamworkWhat you'll need to be successfulExperience in a leadership role as a supervisor or team leader in a hotel front office or reservations environmentExperience in a high-volume customer service sales call centre environmentProficient in MS Office applications and reservations system, PMS Opera, preferredSalesforce and Genesys Cloud telephony system, preferredLeadership and staff management experience to motivate, reward, appraise and develop a high performing teamUnderstanding of selling, cross-selling and upselling techniquesExceptional customer service ethic and ability to build strong relationships with stakeholdersAbility to manage multiple priorities and work in a fast-paced reservations call centre environment with large multi-outlet hotel/resortsStrong organisational, time management, attention to detail and problem-solving skillsProfessional written and verbal communication and interpersonal skillsWe are OfferingCompetitive SalaryDiscounts on RACV products & resortsOpportunities for career growth and developmentThe RACV differenceIf you're curious, we're always looking for the best and brightest minds to come aboard for the journey.Application processYou can learn more about the RACV at careers.racv.com.auApplicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.Submit your CV via the link below.How to apply:Click Apply Now and log in to your Candidate ProfileIf required, click Forgot your password to receive a link to resetIf you have not previously registered: Click Create an account to apply for our career opportunities; orClick Apply Now and create your Candidate Profile as part of your application
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