Service and Sales Team Lead

Service & Sales Team Lead – iPlay Australia

HOW TO APPLY: Submit your resume and a genuine cover letter about why you want the role at iPlay (not a generic copy and paste about you profile).

Be the Leader Who Brings the Fun

At iPlay, we believe entertainment isn't just something you do — it's something you feel. Every visit comes with the same guarantee: energy, excitement, and a challenge to rise to. With our "Challenge Accepted" spirit, we deliver fun, inclusive, and high-value experiences — from arcades and bowling to racing and adventure. Proudly family-owned, we focus on people and creating memorable moments for all ages in every visit.

We're looking for a Service & Sales Team Lead who's not just about KPIs and call handling, but about building culture, creating energy, and leading a team that loves what they do.

Why You'll Love This Role

• You'll be working the phones alongside your team while also mentoring, coaching, and empowering them.
• You'll help shape the culture of our contact centre bringing positivity, collaboration, and FUN into every shift.
• You'll see the real impact of your efforts as we are a small family business, so your role is important and significant
• You'll have the chance to choose and build a team that grows inline with our expanding company

Our guests come to us for birthdays, parties, events and it all starts with a phone call, email or message to our Support Office in Woolloongabba. That's where YOU come in. If you want to be part of an exceptional team where you'll bring value, ideas and know-how and learn new things, you are the person we are looking for

What You'll Be Doing

• Lead and inspire a team of booking agents
• Jump on calls, emails, and web enquiries to keep bookings running smoothly
• Make sure every event/ party booking is accurately booked and ready to go
• Handle escalations with confidence and calm
• Drive performance not just through numbers, but through team energy and culture
• Keep the fun alive while delivering top-tier customer service

You're at the centre of the action — running daily contact centre ops, keeping customer interactions smooth, records tight, and digital engagement on point. You'll drive fun, energetic sales campaigns, boost upsells and nail every booking. Most of all, you'll deliver standout service, streamline the chaos, and make every guest feel like a VIP. Fast-paced, people-focused, and packed with fun — just how we like it

What We're Looking For

• 2+ years' call centre or bookings experience
• 1+ year in a leadership or senior role
• A natural motivator who loves building team spirit
• Great communicator with multitasking superpowers
• Calm under pressure, solutions-focused, and loves customer service
• Someone who believes work should be productive and fun

What's in It for You

• Competitive salary + super. Opportunity for commission.
• A full-time, permanent role in a growing national company
• Real career growth opportunities as we continue to expand nationwide
• A workplace where laughs, energy, and teamwork are as important as KPIs

HOW TO APPLY: Submit your resume and a genuine cover letter about why you want the role at iPlay (not a generic copy and paste about you profile).

Job Type: Full-time

Pay: $70,000.00 per year

Application Question(s):

• How many years' experience do you have as a Contact Centre Team Leader?
• How many years of people management experience do you have?
• Have you worked in a call centre before?
• Do you have experience in a sales role?
• Do you have customer service experience?
• How much notice are you required to give your current employer?
• Do you have a current Police Check (National Police Certificate) for employment?

Work Authorisation:

• Australia (Preferred)

Work Location: In person