Owner Services Team Leader

5 days ago

Gold Coast, Queensland, Australia Wyndham Destinations Full time

**Put the World on Vacation**

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world's largest vacation ownership company and part of Travel + Leisure Co., we're shaping the future of the travel industry.

**How You'll Shine**

As an Owner Services Team Leader you'll be responsible for leading a team of consultants to ensure an exceptional experience to Club Wyndham Owners through the delivery of accommodation reservations and related products.

Responsibilities includes but are not limited to:

- Respond to inbound customer enquiries with confidence and enthusiasm leading to a positive resolution
- Maximise conversion of incoming calls into confirmed bookings by proactively offering the most appropriate vacation solution
- Provide professional and compliant advice to customer enquiries
- Drive the Owner Services team towards achieving weekly and/or monthly targets
- Maintain the appropriate administration relating to accommodation enquiries.
- Take responsibility for the accuracy of owners' reservations activity and responsibility for the collection of monies due and refunds
- Manage customer complaints and escalated issues
- Recruit, train and performance manage your team of consultants to ensure a high level of customer service is delivered.

**What You'll Bring**

To be considered for this great opportunity you will be able to demonstrate the following;
- Proven experience in leading teams in a call centre environment, responsible for the delivery of complex customer service solutions (including recruiting, training and performance management).
- Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.
- Displays strong leadership skills with demonstrated ability to engage team members and successfully implement significant changes to culture and responsibilities.
- Experience in the accommodation or travel industry with an understanding of hotel yield management and techniques to maximise usage would be highly desirable.
- Proven experience in the development of new initiatives and projects.
- Evidence of high level professional communication skills in all aspects
- Displays positive demeanour and ability to work under pressure.

**How You'll Be Rewarded**
- Discounted Resort stays globally
- Subsidised Private Health insurance upon successful completion of probationary period
- Professional development funding

**A Place for Everyone**

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you'll find a team that's inclusive, values diversity, and is built on a foundational respect for people from all over the world.

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