Job Description
Work with an iconic brand that is Newcastle based with global reach!
Multiple full-time permanent roles available, located in the heart of Newcastle CBD
38-hour week, base salary of $80,000 plus super
Are you an experienced Customer Service or Contact Centre Team Leader with a passion for mentoring, coaching, and empowering successful customer service teams?
Do you have a love for luxury travel and a deep appreciation for the wonder of creating unforgettable experiences? If so, this could be the perfect opportunity for you!
We are excited to partner with Scenic Luxury Cruises & Tours (Scenic) to recruit5 permanent full-time Reservations Team Leadersto join Scenic’s Newcastle-based Reservations Contact Centre.
Newcastle is where the Scenic story began 38 years ago, and they are proud to be growing their Reservations Team based in the Newcastle CBD in a state-of-the-art work space.
About the opportunity
As a Reservations Team Leader you will be responsible for providing day-to-day leadership and subject matter expertise to Scenic’s team of Reservations Specialists. Your focus will be coaching and empowering the Reservations Team and leading them to achieve exceptional team performance by showcasing the Scenic Group’s products to guests.
The Contact Centre operates Monday to Friday from 7:30am to 6:15pm, and Saturdays from 9am to 1pm. We are seeking candidates for a 38-hour workweek, including one Saturday shift per 3-week roster rotation.
Key Responsibilities:
Gain expert knowledge in all products offered by the Scenic Group.
Conduct regular coaching sessions and performance appraisals, including quality assurance, to meet service standards.
Train and coach Reservation Specialists to provide an exceptional service experience whilst securing sales and promote products to achieve sales targets.
Re-enforce processes to achieve efficiencies, raising any issues impacting workflow through relevant channels.
Real time queue management, liaising with the Workforce Planner to maintain service level targets.
About you
You’re passionate about the quality of Scenic’s offerings and enthusiastic about creating exceptional guest experiences.
You have strong leadership skills with experience in coaching and training staff, preferably within the contact centre, travel or hospitality industry.
Strong communication skills, both verbal and written, are a must, with the ability to engage professionally with a diverse clientele.
Highly capable in utilising contact centre technology and/or CRM software
Experience in a 4 or 5-star luxury brand environment is desirable.
The benefits!
Work for an iconic brand with deep roots in Newcastle and a global reach.
Be recognised for your commitment and loyalty with an attractive incentive plan.
Join a team of passionate professionals dedicated to creating wonder.
Contribute to an organisation that prioritizes sustainable practices and embodies the Scenic “Cherish the Planet” ethos.
Enjoy a beautiful office environment in the heart of Newcastle CBD.
Access to opportunities for advancement and professional development.
How to apply
To learn more about key responsibilities, company culture and associated benefits of this opportunity, please contact Chelsea Farrar on 02 4927 2027 or Rachael Levey on 02 4927 2029 for a confidential discussion.
Applications can be made by clicking "Apply". We look forward to reviewing your CV and covering letter addressing your motivation for applying and how you believe your experience relates.
At peoplefusion, we don’t just accept diversity and inclusion—we celebrate it! We strive to create an environment of equal opportunity regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, religion, or physical ability, and welcome applications from people from all
backgrounds. If you require any assistance with your application, please don’t hesitate to contact us.
