Call Centre Manager

Posted: 03/09/2025

Closing Date: 12/10/2025

Job Type: Permanent - Full Time

Location: Melbourne Metropolitan

Job Category: Sales, Revenue & Marketing

We are Veriu Group (pronounced 'Very You')

Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location. We aim to bring people together in new ways, to create lifelong travel memories that can't be found in a guidebook, and to help people discover the true experience of a place.

Through our brands Punthill Apartment Hotels and Veriu Hotels & Suites, we operate 25 hotels across Australia and have over 35 years of brand history. Our ambitious plan to operate 80 hotels by 2030 becomes closer this year with numerous new hotel openings across the country, and this means we're well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because they're empowered to be themselves. We're not about hierarchy or rigid structure. Instead, we create an environment where people can make decisions, feel supported and access unlimited opportunities for growth. Our values of Relationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about.

Now is the perfect time for like-minded people to join our expansion journey. If you're looking for a meaningful role that can make a serious impact, within a culture that allows you to be truly you – you've found us and we can't wait to hear from you

Welcome to Veriu Group

Our Corporate Office is located on St Kilda Road in Melbourne. Here, you will find a group of dedicated and enthusiastic individuals who together create a fun environment that allows opinions to be heard and people to have the freedom to truly make a difference. We believe strongly in our flat structure, which allows people to grow their knowledge and skills to become the best version of themselves. At our corproate office we're:

• A modern & completely open plan office with smart casual dress code
• A small team of about 35 people across Customer Relations and Sales, Revenue, Marketing, People & Culture, Property & Leasing and Finance
• Walking distance to public transport (train/tram), close to public car parks, and have free & secure bike/scooter storage
• A team that doesn't believe in corporate politics and values balancing work with life
• Working hard as a passionate collective of people to achieve our common goal of growth

Responsibilities

This is an excellent chance for an energetic and ambitious individual with strong call centre experience, leadership skills, team orientation, interest in sales and a passion for delivering excellent customer service and strong team results to join an equally motivated team and really make a difference.

Guiding the Customer Relations & Contact Centre Team towards achieving unparalleled levels of success, this leadership role involves setting exemplary standards in customer engagement, and transforming inbound inquiries into business opportunities through tailored and genuine service. The Call Centre Manager leads from the front, working alongside the team to deliver excellent customer experiences and nurturing a culture of continuous improvement and strong results. This role is practical and hands-on being on the floor, listening to calls, giving real-time feedback, and jumping in when needed. The Call Centre Manager takes calls regularly to model the standard expected, runs short refreshers and role play scenarios, and actively motivates the team by celebrating wins, recognising great calls, and setting achievable goals. The Call Centre Manager is the go to for escalations and keeps operations running smoothly after hours.

This role is about more than managing; it's about role modelling, coaching, and developing people. The Manager creates ongoing improvement and growth plans tailored to each agent's experience, skillset and performance, spots talent early, and helps team members grow into more senior roles so that every customer interaction is positive, professional, and contributes to both individual and business success.

Key role responsibilities:

• Team Leadership & Coaching – Actively support and motivate the team by being present on the floor, providing real-time feedback, and driving continuous training and recognition.
• Service & Sales Delivery – Lead by example on calls with expert execution and role modelling of Customer Relations Agent accountabilities, drive conversions, and resolve afterhours escalations with a customer-first approach.
• Customer & Relationship Management – Foster loyalty through positive guest experiences and maintain strong connections with key bookers and partners.
• Call Centre Operations – Drive a high-performance culture by setting clear benchmarks, keeping systems and data integrity accurate, monitoring call quality, and coaching agents for continuous growth.
• Growth & Continuous Improvement – Build a lead generation culture, streamline processes, and develop team talent for future growth.
• Recruitment, development and management of Customer Relations Agents
• Achievement of department conversion rates, metrics and targets with a focus on extended stays
• Proactive capture and conversion of inbound enquires
• Representation of the Veriu Values and culture

Benefits

You'll be someone looking for a long-term career with a growing, Australian-owned hotel group. Access:

• National career growth opportunities
• Full ownership of your role and team
• Accelerated development in a variety of hotel management or corporate areas such as sales or revenue
• Comprehensive onboarding & ongoing support
• The chance to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High performing culture that values relationships & individuality, where our leadership know you by name
• Generous referral bonuses when you refer your friends to work with us (up to $1000)
• Discounts on accommodation across our network
• Discounts on private health insurance
• Access to our Employee Assistance Program

About You

We work in a fast-paced environment where no day is the same, so we're looking for people who are adaptable, enjoy variety and operate with an ownership mindset.

The successful person must have:

• Minimum of 2 years experience in call centre environment
• 1-2 years of demonstrated experience in a role managing and leading a team
• Approved Australian working rights (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• Demonstrated ability to develop strong working relationships and develop others
• Excellent communication (written & verbal) with a focus on collaboration and bringing people together toward one common goal
• High standards of accuracy and attention to detail
• Desire to always lead by example and set new standards of success
• The ability to travel to our hotels to complete site inspections as part of your onboarding (this will require one or two interstate overnight trips)