Contact Centre Manager (Sales)

Introduction

We are Veriu Group (pronounced Very You)!

Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a aim to bring people together in new ways to create lifelong travel memories that cant be found in a guidebook and to help people discover the true experience of a place.

Through our brandsPunthill Apartment Hotels and Veriu Hotels & Suites we operate 25 hotels across Australia and have over35 years of brand ambitious plan to operate 80 hotels becomes closer this year with numerous new hotel openings across the country and this meanswere well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because theyre empowered to be themselves. Were not about hierarchy or rigid structure. Instead we create an environment where people can make decisions feel supported and access unlimited opportunities for growth. Our values ofRelationship-Focused Integrity Personal Growth & Ownership Mindset guide our actions and decisions and are what our diverse culture is all about.

Now is the perfect time for like-minded people to join our expansion youre looking for a meaningful role that can make a serious impact within a culture that allows you to be truly you youve found us and we cant wait to hear from you!

To learn more about us visit our website! or https : / / to Veriu Group

Our Corporate Office is located on St Kilda Road in Melbourne. Here you will find a group of dedicated and enthusiastic individuals who together create a fun environment that allows opinions to be heard and people to have the freedom to truly make a believe strongly in our flat structure which allows people to grow their knowledge and skills to become the best version of our corporate office were :

Office Details

A modern & completely open plan office with smart casual dress code

Walking distance to public transport (train / tram) close to public car parks and have free & secure bike / scooter storage

A team that doesnt believe in corporate politics and values balancing work with life

Working hard as a passionate collective of people to achieve our common goal of growth

Responsibilities This is an excellent chance for an energetic and ambitious individual with strong leadership experience team orientation love for sales and a passion for hotels to join an equally motivated team and really make a difference.

Guiding the CRCC Team of 6 (with room for growth) towards achieving unparalleled levels of success this leadership role involves setting exemplary standards in customer engagement and transforming inbound inquiries into business opportunities through tailored and genuine service. The essence of the CRCC Managers responsibilities lies in nurturing a culture of continuous improvement and superior performance emphasizing the importance of exceeding metrics and conversion rates with a special focus on fostering prolonged customer relationships.

Key role responsibilities

Recruitment development and management of Customer Relations Agents

High performance of the Customer Relations & Contact Centre team through ongoing and proactive training and performance management of Agents

Achievement of department conversion rates metrics and targets with a focus on extended stays

Expert execution and role modelling of Customer Relations Agent accountabilities

Relationship management and increase in production of extended stays and the nominated department accounts

Proactive capture and conversion of inbound enquiries

Timely management of Contact Centre & afterhours escalations & processes

Contact Centre data integrity in systems and workbooks including the PMS and RMS

Lead generation and qualifying of cold and warm opportunities into the CRM

Representation of the Veriu Values and culture

Benefits Youll be someone looking for a long-term career with a growing Australian-owned hotel group. Access :

National career growth opportunities

Full ownership of your role

Accelerated development in a variety of hotel management or corporate areas such as sales or revenue

Comprehensive onboarding & ongoing support

The chance to join our Fast-Track Hotel Management Development program

Genuine flexibility and job security

High performing culture that values relationships & individuality where our leadership know you by name

Generous referral bonuses when you refer your friends to work with us (up to $1000)

Discounts on accommodation across our network

Discounts on private health insurance

Access to our Employee Assistance Program

About You We work in a fast-paced environment where no day is the same so were looking for people who are adaptable enjoy variety and operate with an ownership mindset.

The successful person must have

Approved Australian working rights (Australian Citizenship Permanent Residency or a Visa with approved working rights)

Demonstrated experience in a team lead or management role in sales reception or customer service

Demonstrated ability to develop strong working relationships and develop others

Excellent communication (written & verbal) with a focus on collaboration and bringing people together toward one common goal

High standards of accuracy and attention to detailDesire to always lead by example and set new standards of success

The ability to travel to our hotels to complete site inspections as part of your onboarding (this will require one or two interstate overnight trips)

Required Experience Manager

Employment Type Full-Time

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