Flights And Travel Team Leader

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work 2021 & 2023' by the AFR; employee experience is king here, with weekly events, monthly recognition programs and significant professional development opportunities we do what we can to make you look forward to waking up every day

We are now seeking an experienced Team Leader to join our exceptionally talented team in Southbank, Melbourne.

Working closely with the Sales Manager, our Team Leaders are responsible for providing leadership, inspiration, coaching and development support to our Flights and Travel Consultants. The Team Leader is responsible for driving sales, and ensuring that team members meet or exceed all of the expected quality and performance standards.

**You will be responsible for**:

- Ensuring that the team is driven and motivated to pursue all available opportunities to sell LE products and services.
- Strive for customers to consider all contact with LE as an exceptional experience.
- Ensuring that customer feedback is sought, reviewed and appropriately acted upon to drive continuous improvement.
- Ensuring that all team members follow-up all opportunities and push to successful conversion.
- Ensuring team members correctly use and maintain all necessary systems to support customers (e.g. Sales admin CRM, ticketing, airlines, tours, cruises, scheduling, accommodation, and other 3rd party portals).
- Manage and resolve customer issues and escalations, and coach team members through the process as required.
- Support, coach, and mentor team members to encourage performance and re-enforce team targets and objectives.
- Actively participate in leadership and management meetings to report on team performance, and opportunities for service improvement.
- Actively promote LE products with a view to retaining customers.
- Ensure that all (individual and team member) customer contact is accurately captured and recorded.
- Ensure individual and team member adherence to all scripts, processes, and procedures.

**What we are looking for**:

- Previous experience in a contact centre sales environment.
- Someone with a can-do attitude, jumping on calls at time to show how it's done.
- Experience in the Travel industry would be a bonus but not a must
- Excellent people management, coaching, and mentoring skills and experience.
- Excellent analysis and problem-solving skills.
- Proven ability to influence and find alternative resolution or solution pathways.
- Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
- Proven ability to meet KPIs in a demanding and high-pressure environment.
- Demonstrated ability to quickly identify issues and clearly state solutions and/or recommendations.
- Ability to engage with all parties to discuss issues in a positive and constructive manner.

**What's in it for you?**
- Flexible hours from 7am - 7pm, 7 days a week
- Competitive remuneration package.
- Fun & flexible working environment - with monthly celebrations and recognition programs.
- Famils (experience the travel we sell) and discounted travel
- Birthday leave
- Breakfast and lunch provided 5 days a week
- At Luxury Escapes we embrace diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process_.

**We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.