Central Reservations Team Leader

3 months ago

Melbourne, Australia RACV Full time

**Melbourne CBD Head Office | RACV Travel & Experiences**Full-time | Hybrid**Competitive Salary | Discounts on RACV products and resorts**

**Great things start here**

Be 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 Opportunity**

An 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 Operations 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 & KPIs- Train, coach and develop team members, monitoring call quality, providing ongoing support and feedback to enhance performance and customer service standards- Support a member first culture, ensuring customer service excellence is consistently delivered- Optimize the booking processes and manage the call centre workflow through best practice processes- Answering customer phone calls and online enquiries to manage reservation bookings, changes and amendments- Develop a knowledge and promote RACV product and services to provide value and benefit to members and customers- Collaborate with leaders to maximise revenue targets through upselling and cross-selling objectives- Report on sales and call centre performance metrics & contribute to team meetings- Resolve complaints and escalations effectively- Promote safe work practices to ensure a safe workplace is maintained- Practice the RACV values - innovation, accountability, care & teamwork

**What you’ll need to be successful**- Experience in a leadership role as a supervisor or team leader in a hotel front office or reservations environment- Experience in a high-volume customer service sales call centre environment-
- Salesforce and Genesis Cloud telephony system, preferred- Leadership and staff management experience to motivate, reward, appraise and develop a high performing team- Understanding of selling, cross-selling and upselling techniques- Exceptional customer service ethic and ability to build strong relationships with stakeholders- Ability to manage multiple priorities and work in a fast-paced reservations call centre environment with large multi-outlet hotel/resorts- Strong organisational, time management, attention to detail and problem-solving skills- Professional written and verbal communication and interpersonal skills

**We are Offering**- Competitive Salary- Discounts on RACV products & resorts- Opportunities for career growth and development

**The RACV difference**

If you’re curious, we’re always looking for the best and brightest minds to come aboard for the journey.

**Application process**

Applicants 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.

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