Travel Centre Team Leader

Responsibilities

• Lead, coach, and develop a team of multi-skilled Travel Consultants to achieve sales and revenue targets.
• Manage overall KPI performance, including call centre metrics, web-chat/email response times, upselling, and NPS results.
• Conduct regular one-to-one feedback sessions, coaching, and team meetings to drive accountability and professional growth.
• Drive targeted outbound call campaigns to maximize conversion and deliver a 5-star service experience.
• Handle guest feedback, complaints, and escalations via phone, email, or letter.
• Identify and implement opportunities to improve service delivery, policies, and products.
• Assist in managing operational activities resulting from service disruptions or cancellations.

Requirements

• Proven leadership experience managing and developing high-performing teams.
• A strong sales mindset with a track record of achieving targets and managing KPIs.
• Experience working in a call centre or within the travel and tourism industry.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, multi-channel environment.
• Must hold a current National Police Clearance.

Benefits

• Generous discounts on Journey Beyond travel and experiences.
• Study Assistance and Employee Referral policies.
• Parental Leave Program and Purchased Leave options.
• Private health discounts and an Employee Assistance Program.
• Discounts on Journey Beyond merchandise.
• A flexible working environment.

About the Company

Journey Beyond is Australia’s leading experiential tourism group. Operating 20 iconic brands across Australia and New Zealand, we connect guests to the land and to each other through premium rail journeys, outback adventures, aquatic experiences, and world-class landmarks.