Customer Service and Calls Team Leader

2 weeks ago

Woolloongabba, Queensland, Australia iPlay Full time $60,000 - $80,000 per year

About Us

iPlay Australia is one of the leading "Amusement Centre Operators" in the Out-of-Home Entertainment Industry, offering its guests many unique and adrenaline-pumping experiences across several locations throughout Australia. iPlay is undergoing a rapid growth period and frequently opening new locations in major cities and towns nationwide. With one new venue opening its doors in the last four weeks, iPlay Australia continuously looks for bright and passionate new talent to bring to the team.

About the Role:

We're looking for a hands-on Call Centre Team Lead to develop and lead a small, high-performing team that supports customers through the venue booking journey.

This is a player-coach role — you'll actively handle customer bookings while guiding, coaching, and supporting your team of up to 4 agents. You'll ensure our venues are fully prepared for every confirmed booking and our customers receive a seamless, professional experience from first contact to final confirmation.

Key Responsibilities:


• Lead and support a team of 4 booking agents


• Actively manage calls, emails, and booking requests


• Ensure all bookings are accurately entered and confirmed


• Coordinate with venues to ensure they are fully prepared


• Coach and develop team members to meet service standards


• Monitor KPIs and team workflow


• Handle escalations and resolve issues professionally

Key Performance Indicators (KPIs):


• Booking accuracy and completion rate


• Venue readiness and pre-event checks


• Customer Satisfaction Score (CSAT)


• First Contact Resolution (FCR)


• Call and email response times


• Quality Assurance scores


• Team adherence to schedule

What We're Looking For:


• Minimum 2 years' experience in a call centre or booking environment


• At least 1 year in a leadership or senior agent role


• Experience with hospitality, events, or venue bookings is a plus


• Strong multitasking, time management, and communication skills


• Positive attitude, calm under pressure, and solutions-focused


• Comfortable leading by example in a hands-on role

What's on Offer:


• Competitive salary for Player Coach: Salary Bonus super


• Full-time, permanent role in a stable and growing business


• Woolloongabba location – close to transport, cafés, and amenities


• Collaborative, people-first work environment


• Opportunities for growth and development

Ready to take the lead?

Apply Now and upload your resume and cover letter (essential). We look forward to hearing from you

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