Customer Service Assistant Team Leader

  • Company:
    Topdeck Travel Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    12 hours ago
  • Category:

Position: Customer Service Assistant Team Leader

Reporting To: Customer Service Team Leader

Location Base: Brisbane

Contract: Full Time. Salary + Bonus (based on sales targets & KPI?s)

What we do is simple; we inspire people through life changing travel experiences.

Global Touring houses two leaders in the group travel space: Topdeck & Back-Roads Touring.

With a shared service mechanic in certain departments, we operate with a ?one best way? approach. This allows us to diversify our products, continuously innovate and ensure that our passengers have an incredible experience that is unique to each brand.

We?re looking to grow our team and find those that can continue to inspire thousands of passengers with us.

The role & Team

We are looking for a Assistant Team Leader (ATL) who is passionate about sales, people development and achieving company goals. Our ATL’s will have exceptional customer service and proven sales skills. They are cultural leaders who can provide support to Team Leaders and the wider business . Our ATL’s actively motivate, encourage and coach team members to drive sals and customer satisfaction, increase conversion and improve processes.


As part of this role, you will be required to:?

+ Lead by example in achieving targets and assists team members to reach targets

+ Drive a unified environment of effective communication with other business leaders

+ Lead, support and coach a team, alongside the team leader or in their absence as required

+ Perform expected duties as ATL and TL duties as the business requires

+ Assist with ADHOC tasks, reports & projects as directed by the Team Leader and Leaders

+ Ensure Global Touring Customer Service processes and procedures are followed and look for efficiencies to improve processes where required

+ Assist in management of the roster to ensure business needs are met whilst creating a flexible environment sensitive to individual needs

+ Create a a great working environment and drive a culture of reward, recognition and success

+ Ensure cross communication & collaboration with all departments within the business

+ Drive growth & development of our people

+ Ability to work autonomous with little direction and proactively

+ Ability to think outside the box and be innovative

+ Actively live the Global Touring Brands and support the growth of the business

+ Must be a team player and display virtues of hungry, humble & smart.

+ Work alongside other customer service and business leaders to manage projects and workload

+ Deliver presentations, training and coaching with confidence


Essential Requirements: ?

You will possess the following skills and traits:?

+ Strong written and verbal communication skills with a keen eye for detail

+ Excellent relationship management skills

+ Proven customer service and sales experience

+ Passion for your own growth and development

+ Elevated attention to detail with exceptional time management and organisational skills

+ A strong operational aptitude for implementation and discipline of processes

+ A thorough knowledge of all Topdeck & Back-Roads products

Desirable Requirements:

Although not essential, it would be great if you have:

+ Completion of Flight Centre Assistant Team Leader training

Leadership & Management

As a leader within the business you will be required to:

+ Encourage the personal and professional development of each employee by identifying goal, learning opportunities and areas for development

+ Actively participate in the creation of goals and objectives aligned to the business strategy

+ Stay up to date with all of our policies, processes and business updates in order to provide direction to and answer any questions from your team

+ Set an example for all staff by upholding our values, code of conduct and other policies and guidelines

Benefits on Offer

Our people are at the heart of our business and we want every single employee to thrive. To enhance both your professional and personal lives we offer a vast number of benefits including:

+ Great travel discounts

+ Educational trips

+ An additional day off for your birthday

+ Self-care days

+ Further education opportunities

+ Many more benefits

Interview Process

Our interview process for this role may involve a phone and face-to-face interview.

Everyone is Welcome

We welcome passengers from all around the world and we also reflect this within our offices.

We make no judgement when it comes to race, religion, gender, sexual orientation or any factors that make you who you are. Instead, we have a culture where difference is valued and ensure these differences are met with an inclusive and open environment.

Responsible & Sustainable Tourism

We are committed to responsible and sustainable travel and tourism. Our people have a shared commitment to maintain the highest standards of personal and professional ethics and represent our company?s values in everything we do.