Call Centre Manager

4 weeks ago

Melbourne, Victoria, Australia Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels Full time
Overview

Welcome to Veriu Group. Our Corporate Office is located on St Kilda Road in Melbourne. We foster a flat structure that encourages growth, collaboration, and the freedom to make a difference. We value Relationship-Focused, Integrity, Personal Growth and Ownership Mindset.

We operate Punthill Apartment Hotels and Veriu Hotels & Suites with 25 hotels across Australia and a plan to grow to 80 hotels by 2030.

To learn more about us, visit our website at https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/.

Responsibilities

This is an excellent chance for an energetic and ambitious individual with strong call centre experience, leadership skills, team orientation, interest in sales and a passion for delivering excellent customer service and strong team results to join an equally motivated team and really make a difference.

  • Guide the Customer Relations & Contact Centre Team towards achieving high levels of success by setting exemplary standards in customer engagement and transforming inbound inquiries into business opportunities through tailored and genuine service.
  • Lead from the front on the floor, listening to calls, giving real-time feedback, and stepping in when needed. Model the expected standard by taking calls, running short refreshers and role-play scenarios.
  • Motivate the team by celebrating wins, recognising great calls, and setting achievable goals. Act as the go-to for escalations and ensure operations run smoothly after hours.
  • Develop ongoing improvement and growth plans tailored to each agent's experience, skillset and performance, and help team members grow into more senior roles.
    • Provide role modelling, coaching and development to build a high-performing team focused on positive customer interactions that support individual and business success.
    • Build a lead-generation culture, streamline processes, and develop team talent for future growth.
    • Recruit, develop and manage Customer Relations Agents; strive for department conversion rates and targets with a focus on extended stays.
    • Proactively capture and convert inbound inquiries while upholding Veriu Values and culture.
    Key responsibilities
    • Team Leadership & Coaching
    • Service & Sales Delivery
    • Customer & Relationship Management
    • Call Centre Operations
    • Growth & Continuous Improvement
    • Recruitment, development and management of Customer Relations Agents
    • Achievement of department metrics and targets
    • Proactive capture and conversion of inbound inquiries
    • Represent Veriu Values and culture
    Qualifications

The successful candidate must have:

  • Minimum of 2 years experience in a call centre environment
  • 1-2 years of demonstrated experience in a role managing and leading a team
  • Approved Australian working rights
  • Demonstrated ability to develop strong working relationships and to develop others
  • Excellent written and verbal communication with a collaborative mindset
  • High standards of accuracy and attention to detail
  • Desire to lead by example and set new standards of success
  • Willingness to travel to hotels for onboarding site inspections (one or two interstate overnight trips)
Employment type
  • Full-time
Seniority level
  • Mid-Senior level
Industries
  • Hospitality

EA statements and employee benefits are applicable to eligible candidates.


#J-18808-Ljbffr

  • Call Centre Manager

    4 weeks ago

    Melbourne, Victoria, Australia Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels Full time

    OverviewWelcome to Veriu Group. Our Corporate Office is located on St Kilda Road in Melbourne. We foster a flat structure that encourages growth, collaboration, and the freedom to make a difference. We value Relationship-Focused, Integrity, Personal Growth and Ownership Mindset.We operate Punthill Apartment Hotels and Veriu Hotels & Suites with 25 hotels...

  • Call Centre Manager

    2 weeks ago

    Melbourne, Victoria, Australia Veriu Full time $60,000 - $80,000 per year

    Posted: 03/09/2025Closing Date: 12/10/2025Job Type: Permanent - Full TimeLocation: Melbourne MetropolitanJob Category: Sales, Revenue & MarketingWe are Veriu Group (pronounced 'Very You')Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location. We aim to bring people together in new ways, to...

  • Call Centre Manager

    4 weeks ago

    Melbourne, Victoria, Australia Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels Full time

    OverviewWe are Veriu Group (pronounced 'Very You'). Our brands Punthill Apartment Hotels and Veriu Hotels & Suites operate 25 hotels across Australia with more than 35 years of brand history. Our ambitious plan is to operate 80 hotels by 2030, with numerous new openings across the country, aiming to become the largest Australian-owned apartment hotel...

  • Call Centre

    24 hours ago

    Melbourne, Victoria, Australia Securitas Australia Full time $42,048 - $705,264 per year

    Salary: $ $35.04Job Type: full-timeLocation: VICJob Category: Security & Protective ServicesWould you like to help us make our world a safer place?Right now, somewhere in the world, someone's most important assets are being monitored and protected by our Securitas team. From managing access control at corporate sites to monitoring critical systems in data...

  • Call Centre Supervisor

    1 week ago

    South Melbourne, Victoria, Australia Aspire Fundraising Full time $31,220 - $36,000 per year

    We're looking for a hands-on leader to join our small six-person fundraising call centre in South Melbourne. This is a hybrid role – half your time making fundraising calls, half supporting and supervising the team.If you're outgoing, supportive, and ready to take the next step in your career, this role combines frontline calling with team leadership.Why...

  • Call Centre Officer

    4 weeks ago

    Melbourne, Victoria, Australia PrixCar Services Full time

    OverviewPrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services, with more than 25 depots across Australia. We are ideally positioned to provide exceptional vehicle...

  • Call Centre Officer

    4 weeks ago

    Melbourne, Victoria, Australia PrixCar Services Full time

    OverviewPrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services, with more than 25 depots across Australia. We are ideally positioned to provide exceptional vehicle...

  • Contact call Centre Helpdesk

    7 days ago

    Melbourne, Victoria, Australia VIS Global Pty Ltd Full time $104,000 - $130,878 per year

    Location: Perth or MelbourneDuration: 10 weeksStart: ASAPHelpdesk Officer / Contact centre agent• Contract Role - 5 Days per week, 10-week assignment with possible extension• 10 agents required. Agents should be committed to the entire 10-week campaign. Backfill must be available to cover agents not completing entire campaign. Minimum 1-week notice to be...

  • Casual Call Centre Mentor

    4 weeks ago

    Melbourne, Victoria, Australia Deakin University Full time

    Job no: Work type: Casual Location: Geelong - City, Melbourne - Burwood Categories: Administration, Student Services Deakin University – Student Services Position title: Casual Call Centre Mentor Commences: October 2025 Contract type/hours: Casual Location: Remote (with the exception of occasional in-person team and professional...

  • Casual Call Centre Mentor

    4 weeks ago

    Melbourne, Victoria, Australia Deakin University Full time

    Job no: 576732 Work type: Casual Location: Geelong - City, Melbourne - Burwood Categories: Administration, Student ServicesDeakin University – Student Services Position title: Casual Call Centre Mentor Commences: October 2025 Contract type/hours: Casual Location: Remote (with the exception of occasional in-person team and professional development days)...