Topdeck Travel Ltd
Customer Service Team Leader
Brisbane, Queensland, Australia - Full Time
Brand: Global Touring
Position: Customer Service Team Leader
Reporting to: Global Customer Service Manager
Location Base: Brisbane
Contract: Full Time. Salary + Bonus (based on sales targets & KPI’s)
The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel and Back-Roads Touring are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don’t worry if you can’t find Global Touring when you search – this is our internal brand, externally we only use our customer facing brands.
Topdeck and Back-Roads may serve very different customers, however, our ‘one best way’ approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.
We’re looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading!
Brief Summary
The Customer Service Team Leader (TL) is an accomplished leader passionate about sales, customer service and development of both their team and wider GT Business. The TL will drive a team with a culture and passion for growth within the Trade and Direct consumer space, ensure that excellence in customer experience is delivered that exceeds expectations of the current industry standard and be the leader to drive Sales Growth. Our TLs provide a strong focus on development of the team. Team Development is not limited to sales, motivation, process improvement, change management, customer relations, computer skills, product knowledge and a deep understanding of Global Touring - operations, product, supply, etc. Reporting to the Global Customer Service Manager the TL will advocate for their team and the business in delivering sales principles through every customer interaction.
Key Responsibilities:
- Perform duties expected of a leader of their team and with other leaders in the business drive a unified environment with effective communication and create a culture of reward, recognition, fun, success and a great working environment.
- The TL understands the working business and quarterly plans for their team and the overall business.
- Understand and drive channeling strategies to maximize returns and ensure the team hit targets.
- Ensure Global Touring Customer Service process & procedures are followed, improved upon and disciplined.
- Creating a culture of reward, recognition, fun, success and a great working environment.
- Lead a positive work environment and establish flexible arrangements as needed where possible.
- Lead, support, manage their team when the Global Customer Service Manager is out of the office or on leave with minimal or no supervision.
- Manage the staffing needs, personal leave, rosters to ensure business needs are met whilst creating a flexible environment sensitive to individual needs.
- Recruitment, training & on boarding when required.
- Experience Customer Service Skills & Strategies with a passion to increase overall sales and passenger numbers and skilled to provide sales coaching and a discipline of best practice are essential to constantly improve and evolve the customer experience.
- Exceptional Customer Service Skills & Strategies, experience & a passion for Sales and thorough understanding of our core Customer Driven sales through service & CSP principles
- Sales coaching and discipline of best practice are essential (Customer Driven as well as outside training opportunities)
- Ensure cross communication & collaboration with all departments within the business to promote cohesion ensure the success & growth for CST and throughout other businesses within the Global Touring Group
- Excellent time management, organizational skills, excellent relationship management skills.
- Experience in change management will be an advantage.
- Demonstrated Leadership qualities.
- Participate in Leadership team meetings to ensure Global CST consistency and evolution of strategy.
- Contribute to the overall Global Customer Service Strategic Plan - design, implementation and review.
- With the other leaders in the business drive a unified business with strong communication
- Actively live the Global Touring Brands values and support the growth of the business.
- Ability to think outside the box and work autonomously with minimal or no supervision.
- Manage the Customer Service Emergency Phone in rotation with other CST Leaders.
Responsible and Sustainable Responsibilities
- A commitment to improving recycling processes within our offices.
- A commitment to stopping the use of all single-use plastic items in our offices.
- A commitment to promote the use of reusable items such as Tupperware and water bottles in our offices.
- A commitment to protect our company culture of openness to all people regardless of gender, age…
Experience, Requirements and Key Behaviours
- Confidence in presentations and training in product features and benefits.
- Professional written and verbal communication skills with an elevated level of attention to detail.
- Flight Centre Team Leader Training may be an advantage but not essential.
- Ability to think outside the box, be proactive and use initiative.
- Actively live the Global Touring Brands and support the growth of the business.
- Ability to work autonomous with little direction.
- Ability to work autonomously and proactively.
- Travel required - Domestic with some international
- And of course… A passion for all things travel and the Topdeck and Back-Roads product range
Right now, we’re all working in head office and from home. We are currently working in a model of 3 days office-based and 2 days home/remote working per week. This is subject to change based on business policies.
Hungry for more? Simply click apply, and send us your CV, and we’ll be in touch shortly.
Global Touring Values
Our values aren’t just words on a page. They’re the backbone; the steering wheel;
the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient
combines to achieve the rich consistency fueling the soul of Global Touring.
Stay Curious
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.
Choose Transparency
We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.
Don’t pass the buck
If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.
Together we go further
Across oceans and office desks, it’s more than a love for travel that keeps us connected.
There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.
