Head of Customer Service

2 days 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

  • Online Customer Service

    2 weeks ago

    Cheltenham, Australia Permanser Australia Pty Ltd Full time

    Super cool, modern office - Full-time role in Cheltenham office - Australian made product Leading Australian made and owned company - premium lifestyle / homewares products - looking for a Customer Service team member to join the head office team. - Manage online web enquiries from customers nationally, related to: product details, shipping, stock...

  • Customer Service Representative

    1 week ago

    Cheltenham, Australia Totally Game Full time

    **Why work with us?** - Training and continual support provided - Career advancement opportunities in head office - A fun and exciting opportunity to go behind the curtain of one of Australia’s favourite pastimes. - Competitive remuneration and employee perks. **About the role**: Totally Game is an exciting family entertainment venue located in Southland,...

  • Head of Ecommerce

    5 hours ago

    Cheltenham, Australia APT Travel Group Full time

    **Work options**: Flexible 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 with team members across the globe, we know travel and pride ourselves on delivering 5 star customer service and experiences of a...

  • Customer Service Manager

    2 weeks ago

    Cheltenham, Victoria, Australia Scentre Group (Owner of Westfield destinations in Aus and NZ) Full time $90,000 - $120,000 per year

    Everyday our Centre Experience team deliver extraordinary customer service. We welcome hundreds of millions of customer visits each year and our team's focus is creating unique and memorable customer experiences for everyone in our Westfield destinations.Your opportunityWe are looking for a Customer Services Manager to join our team at Westfield Southland....

  • Customer Service

    6 hours ago

    Cheltenham, Australia Dreamskape Full time

    Ensuring the daily operation of all entertainment services within Dreamskape. - Undertake all safety and maintenance checks for the services provided. - Ensure you are briefed and ready to undertake their roles as required with in the entertainment and entry service area. - Coordinate any issues that develop with exemplary customer service. - Ensure you are...

  • Customer Service

    2 weeks ago

    Cheltenham, Victoria, Australia Dreamskape Full time $3,000 - $3,700 per year

    Ensuring the daily operation of all entertainment services within Dreamskape.Undertake all safety and maintenance checks for the services provided.Ensure you are briefed and ready to undertake their roles as required with in the entertainment and entry service area.Coordinate any issues that develop with exemplary customer service.Ensure you are kept busy...

  • Customer Service Officer

    7 days ago

    Cheltenham, Australia AMA Collision Full time

    Permanent, full-time position. Monday to Friday - Grow your customer service skills with our great team in the automotive sector - Welcoming team with a family feel Gemini Cheltenham is centrally located, close to various public transport options, shops, retail outlets and plenty of on-site parking. The team enjoy an inclusive and easy-going culture, an...

  • Customer Service Specialist

    2 days ago

    Cheltenham, Australia Great Southern Bank Full time

    **More about the role** Our **Customer Service Specialist** role is pivotal to supporting our purpose. Based in our **Cheltenham** (Southland) branch you will provide support and serve the local community as the first point of contact for our retail customers and their banking needs. You’ll be challenging yourself every day to deliver sales results and...

  • Customer Service Advisor

    7 days ago

    Cheltenham, Australia Westpac Group Full time

    Join our strong team of bankers in Cheltenham! - Full-time permanent position - Saturday availability required **How will I help?** We believe we can help all our customers make the most of their money through assisting them with their everyday banking and asking the right questions to better identify and understand their needs. The role of a Customer...

  • Customer Service Advisor

    2 weeks ago

    Cheltenham, Australia Westpac Group Full time

    Join the Bank of Melbourne team at our Cheltenham branch - Permanent part-time, 27 hours per week - Kick start your career in banking! **_If you have the willwe have the way! - ** **How will I help?** In this position you will make banking more of a conversation, from assisting customers with daily transactional needs to educating customers in using...