Customer Service Team Leader

Brand: Global Touring

Position: Customer Service Team Leader

Reporting to: Global Customer Service Manager

Location Base: Brisbane

Contract: Full Time. Salary + Bonus (based on sales targets & KPI's)

The Global Touring team inspires people through life-changing travel experiences. We're a group touring company, and through our brands Topdeck Travel and Back-Roads Touring, we are continually developing our product range, driving growth in key markets (Australia, New Zealand & North America), innovating our delivery, and ensuring a first-class customer experience tailored to each brand. Note: our internal brand is Global Touring, but externally we use our customer-facing brands.

While Topdeck and Back-Roads serve different customers, our 'one best way' approach supports each brand's strategy. Each team member works across both brands with equal commitment.

We're seeking someone who aligns with our brand and values. If this sounds like you, please continue reading

The Customer Service Team Leader (TL) is a passionate leader focused on sales, customer service, and team development. The TL will lead a team with a growth mindset in the Trade and Direct consumer space, ensuring exceptional customer experiences that exceed industry standards, and driving sales growth. The TL emphasizes team development, including sales, motivation, process improvement, change management, customer relations, computer skills, product knowledge, and understanding of Global Touring operations.

Reporting to the Global Customer Service Manager, the TL will advocate for their team and the business by implementing sales principles through every customer interaction.

• Lead the team fostering a culture of reward, recognition, fun, success, and a positive working environment.
• Understand and execute the business and quarterly plans for their team and the overall business.
• Implement channeling strategies to maximize returns and achieve targets.
• Ensure adherence to Global Touring Customer Service processes and procedures, with continuous improvement.
• Create a motivating and flexible work environment.
• Support, manage, and lead the team in the absence of the Customer Service Manager.
• Manage staffing, leave, and rosters to meet business needs while accommodating individual requirements.
• Participate in recruitment, training, and onboarding as needed.
  • Possess strong customer service skills and strategies with a passion for increasing sales and passenger numbers, providing sales coaching, and practicing best customer service practices.
  • Demonstrate excellent communication skills, both written and verbal, with attention to detail.
  • Experience in change management is advantageous.
  • Exhibit leadership qualities and participate in leadership meetings to ensure strategy consistency.
  • Contribute to the Global Customer Service Strategic Plan through design, implementation, and review.
  • Align with Global Touring Brand values and support business growth.
  • Work autonomously with minimal supervision and think creatively.
  • Travel domestically and internationally as required.
  Responsible and Sustainable Responsibilities
  • Commit to improving recycling processes.
  • Eliminate single-use plastics in offices.
  • Promote reusable items like Tupperware and water bottles.
  • Support a culture of openness and inclusivity.
  Experience, Requirements, and Key Behaviours
  • Confidence in product presentations and training.
  • Strong written and verbal communication skills.
  • Travel required - domestic and some international.
  • A passion for travel and familiarity with Topdeck and Back-Roads products.

Currently, we operate on a hybrid model of 3 days in the office and 2 days remote, subject to change.

Click apply and send your CV. We'll be in touch

Our values guide us daily: Stay Curious, Choose Transparency, Don't Pass the Buck, and Together We Go Further. We foster a culture of innovation, integrity, accountability, and collaboration, embracing diversity and collective success.