Head of Customer Service

1 week ago

Cheltenham, Australia APT Travel Group Full time

We’re a world leading travel company, passionate about helping travellers explore cultures, experience places and connect with others, to live an enriched life. With over 95 years’ of experience and team members across the globe, we know travel and pride ourselves on delivering 5 star customer service and experiences of a lifetime.

We're on the hunt for a hands on, energetic and dynamic Head of Customer Service to lead the day to day operations of our Customer Service Centre. This role will suit someone with experience leading a large, complex call centre team, ideally within the travel, tourism or other consumer facing industries.

**ABOUT THE ROLE**

Reporting to the General Manager Customer Service, the Head of Customer Service is a newly created role, responsible for managing the day-to-day operation of the Reservations teams ensuring delivery of exceptional customer service and sales targets are met. Main responsibilities include:

- Managing the daily operation including, quality control of customer service levels and delivery of sales targets
- Ensure workforce management is well planned to meet interaction flows and business requirements are met
- Assessment of team and individual performance
- Oversee and manage recruitment and training
- Liaise with product, operations and sales to ensure the call centre is aligned and equipped to deliver on business objectives
- Lead, motivate and empower direct reports
- Lead change and ongoing continuous process and operational improvement

**ABOUT YOU**
- Proven track record of successfully leading Call centre teams and delivering commercial value to the business
- Passionate about delivering exceptional customer service and sales targets
- Advanced knowledge managing call centre processes, success measures, budgets, cost control, metrics and workforce management systems
- Advanced knowledge and experience with booking tools and systems
- Excellent stakeholder management skills with the ability to work collaboratively at multiple levels of the organisation to get stuff done
- Enjoys leading people, while being hands on, tech savvy and flexible

**WHAT WE OFFER**
- Flexible workplace culture with hybrid working model
- Bonus week of leave if requirements met
- Highly engaged team and great company culture
- Chance to give back via our workplace giving initiatives through our One Tomorrow Foundation including volunteer leave
- Holistic wellbeing program and learning & development opportunities
- Experience our premium products with familiarisation trips

**OUR VALUES**

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
- Genuine service - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
- Better together - We are better when we connect and collaborate, valuing all opinions
- For tomorrow - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
- Celebrate the moments - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

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