Call Centre Manager

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 by 2030 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! orhttps:// 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 corproate office were:

• A modern &completely open plan office with smart casual dress code
• A small team of about 35 peopleacross Customer Relations and Sales Revenue Marketing People & Culture Property & Leasing and Finance
• Walking distanceto 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 valuesbalancing 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 call centre experience leadership skills team orientation interest in sales and a passion for delivering excellent customer service and strong team results to join an equally motivated team and really make a difference.

Guiding the Customer Relations & Contact Centre Team 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 Call Centre Manager leads from the front working alongside the team to deliver excellent customer experiences and nurturing a culture of continuous improvement and strong results. This role is practical and hands-on being on the floor listening to calls giving real-time feedback and jumping in when needed. The Call Centre Manager takes calls regularly to model the standard expected runs short refreshers and role play scenarios and actively motivates the team by celebrating wins recognising great calls and setting achievable Call Centre Manager is the go to for escalations and keeps operations running smoothly after hours.

This role is about more than managing; its about role modelling coaching and developing people. The Manager creates ongoing improvement and growth plans tailored to each agents experience skillset and performance spots talent early and helps team members grow into more senior roles so that every customer interaction is positive professional and contributes to both individual and business success.

Key role responsibilities:

• Team Leadership & Coaching Actively support and motivate the team by being present on the floor providing real-time feedback and driving continuous training and recognition.
• Service & Sales Delivery Lead by example on calls with expert execution and role modelling of Customer Relations Agent accountabilities drive conversions and resolve afterhoursescalations with a customer-first approach.
• Customer & Relationship Management Foster loyalty through positive guest experiences and maintain strong connections with key bookers and partners.
• Call Centre Operations Drive a high-performance culture by setting clear benchmarks keeping systems and data integrity accurate monitoring call quality and coaching agents for continuous growth.
• Growth & Continuous Improvement Build a lead generation culture streamline processes and develop team talent for future growth.
• Recruitment development and management of Customer Relations Agents
• Achievement of department conversion rates metrics and targets with a focus on extended stays
• Proactive capture and conversion of inbound enquires
• 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 and team
• 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:

• Minimum of 2 years experience in call centre environment
• 1-2 years of demonstrated experience in a role managing and leading a team
• Approved Australian working rights (Australian Citizenship Permanent Residency or a Visa with approved working rights)
• Demonstrated ability to develop strong working relationships and develop others
• Excellentcommunication (written & verbal) with a focus on collaboration and bringing people together toward one common goal
• High standards of accuracy and attention to detail
• Desire 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)