Call Centre Manager

We 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 operator. Our people are empowered to be themselves in a culture that avoids rigid hierarchy. Values of Relationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, supporting diverse growth opportunities. If you're looking for a meaningful role in a collaborative expansion journey, we'd love to hear from you. To learn more, visit https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/.

Our Corporate Office is located on St Kilda Road in Melbourne. We value a flat structure that encourages growth and the sharing of opinions. The office environment is modern and open plan, with a smart casual dress code. Our team of about 35 people spans Customer Relations and Sales, Revenue, Marketing, People & Culture, Property & Leasing, and Finance. We are walking distance to public transport, close to car parks, and provide free & secure bike/scooter storage. We aim to balance hard work with a healthy work-life balance and focus on growth and positive customer experiences.

This is an excellent opportunity 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. The Call Centre Manager guides the Customer Relations & Contact Centre Team toward excellent customer engagement and transforms inbound inquiries into business opportunities through tailored and genuine service. The Manager leads from the front, works on the floor, listens to calls, provides real-time feedback, and steps in when needed. The role includes handling after-hours escalations and acting as the go-to for escalations to ensure smooth operations.

The Manager focuses on role modelling, coaching, and developing people, creating ongoing improvement and growth plans tailored to each agent's experience, skillset, and performance. The aim is to help team members grow into more senior roles while ensuring every customer interaction is positive and professional.

Key responsibilities

• Team Leadership & Coaching – Actively support and motivate the team by being present on the floor, providing real-time feedback, and driving continuous training and recognition.
• Service & Sales Delivery – Lead by example on calls, drive conversions, and resolve after-hours escalations with a customer-first approach.
• Customer & Relationship Management – Foster loyalty through positive guest experiences and maintain strong connections with key bookers and partners.
• Call Centre Operations – Drive a high-performance culture by setting benchmarks, ensuring data integrity, monitoring call quality, and coaching for growth.
• Growth & Continuous Improvement – Build a lead generation culture, streamline processes, and develop team talent for future growth.
• Recruitment, development and management of Customer Relations Agents
• Achieve department conversion rates, metrics and targets with a focus on extended stays
• Proactive capture and conversion of inbound inquiries
• Representation of the Veriu Values and culture

We are looking for someone who seeks a long-term career with a growing, Australian-owned hotel group. Benefits include:

• National career growth opportunities
• Full ownership of your role and team
• Accelerated development in various hotel management or corporate areas such as sales or revenue
• Comprehensive onboarding & ongoing support
• Opportunity to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High-performing culture that values relationships and individuality
• Generous referral bonuses when you refer friends to work with us (up to $1000)
• Discounts on accommodation across our network
• Discounts on private health insurance
• Access to our Employee Assistance Program

We work in a fast-paced environment, so we're looking for people who are adaptable, enjoy variety, and operate with an ownership mindset. 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 (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• Demonstrated ability to develop strong working relationships and develop others
• Excellent communication (written & verbal) with a focus on collaboration and bringing people together toward one common goal
• High standards of accuracy and attention to detail
• Desire to always lead by example and set new standards of success
• Ability to travel to our hotels to complete site inspections as part of onboarding (interstate overnight trips possible)