Travel Centre Team Leader

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About You

You are a passionate and results-driven leader with proven experience managing and developing high-performing teams in a fast-paced, multi-channel environment. You bring a strong sales mindset and a track record of achieving targets, while consistently delivering exceptional customer experiences.

You are an effective communicator and coach who builds strong relationships, motivates others and drives accountability. You thrive under pressure, adapt quickly to changing priorities, and approach challenges with a calm, solutions-focused mindset.

Highly organised and proactive, you use data and insights to improve performance and identify opportunities for growth. Ideally, you have experience in a call centre or travel/tourism environment and are confident working across multiple systems and stakeholders.

About The Role

As the Travel Centre Team Leader, you will be responsible for leading, coaching and developing a team of multi-skilled Travel Consultants. You’ll drive sales performance, maximise conversion opportunities, and ensure the delivery of outstanding guest experiences across phone, email and web-chat interactions.

This role is ideal for a motivated leader who thrives in a fast-paced environment, enjoys developing people and has a strong focus on results and continuous improvement.

Key responsibilities will include:

• Accountability for the overall KPI performance of a team of Travel Sales Consultants, including achievement of sales and revenue targets, call centre metrics, web-chat/email response, upselling, cross-selling, quality SLAs, and individual NPS results.
• Coach and develop Travel Consultants to achieve individual and team-based KPIs, with a focus on balancing efficiency and effectiveness within a 5-star sales and service experience.
• Participate in and lead Employee Opinion Survey Action Plan activities to enhance team member engagement.
• Assist in managing activity resulting from the disruption or cancellation of Journey Beyond services.
• Ensure effective communication with Travel Consultants through scheduled team meetings and individual one-to-one feedback and coaching sessions, including accurate documentation of discussion points, action plans and development activities.
• Develop and drive targeted outbound call campaigns to deliver a 5-star sales and service experience, including monitoring results and analysing outcomes.
• Effectively handle guest feedback, including complaint and escalation telephone calls, emails or letters as required.
• Identify opportunities to improve service delivery, policies, procedures and products, sharing this information through appropriate forums and working collaboratively to introduce these improvements.
• Foster an environment that ensures all Travel Centre Consultants demonstrate commitment to Journey Beyond’s Purpose, Promise, Personality and Principles.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave Program
• Purchased Leave Policy
• Private health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

How to Apply

If you're passionate about leading high-performing teams and creating unforgettable guest experiences, this is the opportunity for you.

Apply now. Join us!

Successful candidates are required to provide a current National Police Clearance.