Guest Experience and Resolution Specialist

Apollo Motorhome Holidays is a division of Apollo Tourism & Leisure Ltd (ATL). ATL is listed on the Australian Stock Exchange and is a multi-national, vertically integrated manufacturer, rental fleet operator, wholesaler and retailer of a broad range of recreational vehicles, including motorhomes, campervans and caravans. With locations in Australia, New Zealand, the USA, Canada, UK, Ireland and Europe opportunities to join our team at any level are endless.

Explore a new career in anything from customer service to management, either at our branches or within our Head Office in Brisbane. Globe-trotters will revel in a travel industry career, facilitating the exploration of Australia's exquisite landscapes in our quality motorhomes and campervans.

Operating branches across the globe, Apollo's continued growth and success ensures career stepping stones are always available.

Your future at Apollo is limited only by your imagination, with every role making real contributions to the business. You have the unique opportunity to make history as part of the Apollo success story. Your commitment to quality and can-do attitude will make you a welcome addition to our thriving team.

At Apollo, we don’t have customers, we have guests. We’re looking for an ardent Guest Experience & Resolution Champion who is ready to join us on a journey to greatness great guest experiences that is.
This role will see you working with our Rental Guests and Travel Partners along with our Retail vehicle owners through Apollo’s After Sales support. At Apollo, we are constantly on the search for ways to improve our guest experience. This means our team is not afraid to roll up their sleeves, challenge the status quo (however uncomfortable it might be), identify those opportunities and implement change, and neither should you.

The primary focus of this role will be the resolution of guest concerns and will require you to deliver positive guest experiences while balancing commercial outcomes. More excitingly, you will be responsible for championing the guest experience journey, providing critical insight to guide the guest experience strategy and identify opportunities. This will be a blended role working with both our Retail and Rental divisions and you will be accountable for:

- Managing guest experience measurement and reporting platform(s) and leading the review of guest experience KPIs.
- Benchmarking guest experience KPIs more broadly, outside the sector, and keeping abreast of global consumer trends and research.
- Working collaboratively across the organisation to enhance guest service performance and ensure the guest voice is front and centre in all decisions.
- De-escalation of guest complaints to achieve mutually agreeable outcomes.

To Be Successful
- Experience with conflict resolution and de-escalation of complaints where positive and mutually agreeable outcomes were achieved for all parties.
- Demonstrated experience in managing customer insights (including NPS) with service improvement outcomes across various industries.
- Demonstrated proactive approach to influencing change and working collaboratively across organisations to improve customer experiences.
- Passionate about guest experience outcomes.
- Experience in working with geographically dispersed teams.
- Exceptional written and verbal communication with strong administrative and documentation skills coupled with an eye for detail.
- Experience with tribunals and legal matters.

What's in it for you?
We describe ourselves as having a professional, yet fun, company culture. We value team members who lead the way, are happy to make our guests’ experience the best it can be and enjoy the ride. You can expect:

- Bonus 2 days extra camping leave in addition to annual leave entitlements to experience our product firsthand
- Ongoing support and training
- Access to product trials free of charge (Motorhome holidays anyone?)
- A fun and supportive company culture

We are an equal opportunity employer, and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. All applicants must have the right to work in Australia.