Flights and Travel Team Leader

4 weeks ago

Southbank, Australia Luxury Escapes Full time

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the** 'Best Places to Work 2021' by the AFR**; employee experience is king here, with weekly events, monthly recognition programs and significant professional development opportunities we do what we can to make you look forward to waking up every day

We are now looking for a **Team Leader** to join our Flights and Travel team.

Working closely with the Head of Sales, our Team Leaders are responsible for providing leadership, inspiration, coaching and development support to our Flights and Travel Consultants. The Team Leader is responsible for driving sales, and ensuring that team members meet or exceed all of the expected quality and performance standards.

**You will be responsible for**:

- Ensuring that the team is driven and motivated to pursue all available opportunities to sell LE products and services.
- Strive for customers to consider all contact with LE as an exceptional experience.
- Ensuring that customer feedback is sought, reviewed and appropriately acted upon to drive continuous improvement.
- Ensuring that all team members follow-up all opportunities and push to successful conversion.
- Ensuring team members correctly use and maintain all necessary systems to support customers (e.g. Sales admin CRM, ticketing, airlines, tours, cruises, scheduling, accommodation, and other 3rd party portals).
- Manage and resolve customer issues and escalations, and coach team members through the process as required.
- Support, coach, and mentor team members to encourage performance and re-enforce team targets and objectives.
- Actively participate in leadership and management meetings to report on team performance, and opportunities for service improvement.
- Actively promote LE products with a view to retaining customers.
- Ensure that all (individual and team member) customer contact is accurately captured and recorded.
- Ensure individual and team member adherence to all scripts, processes, and procedures.

**What we are looking for**:

- Previous experience in a team leader or management position in the Travel Industry in a sales environment.
- Excellent people management, coaching, and mentoring skills and experience.
- Excellent analysis and problem-solving skills.
- Proven ability to influence and find alternative resolution or solution pathways.
- Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
- Proven ability to meet KPIs in a demanding and high-pressure environment.
- Demonstrated ability to quickly identify issues and clearly state solutions and/or recommendations.
- Ability to engage with all parties to discuss issues in a positive and constructive manner.

**What's in it for you?**
- Competitive remuneration package
- First class health and well-being program including onsite massages, yoga, meditation, corporate gym memberships and daily breakfast
- Fun & flexible working environment - work hard and play hard with 24/7 table tennis, Friday afternoon onsite gatherings (wine included) and monthly celebration & recognition programs
- Discounted travel, birthday leave and a whole lot more

**We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

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