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Central Reservations Team Leader

2 months ago

Melbourne, Victoria, Australia RACV Full time
About the Opportunity

An exciting role has become available for an experienced Central Reservations Team Leader to join our Leisure division in the Travel & Experiences team.

The Central Reservations team manages 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.

Key Responsibilities
  • 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
Requirements
  • 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
  • Proficient in MS Office applications and reservations system, PMS Opera, preferred
  • 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
What We Offer
  • Competitive Salary
  • Discounts on RACV products & resorts
  • Opportunities for career growth and development