About the job

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. We've been creating positive change through the joy of travel since 1989, and we’re proud to be a certified B Corp with 1000s of experiences in over 100 countries.

At Intrepid, we’re looking for a dynamic and commercially focused Sales & Customer Service Manager to lead and develop a high-performing team from our Melbourne Head Office. Reporting to the Head of Sales, you’ll lead and inspire your team to achieve ambitious sales targets and performance KPIs while consistently delivering exceptional experiences for customers and agents. Through setting clear expectations, regular one-on-one conversations and meaningful coaching, you’ll create an engaging and positive environment in which people can develop and perform at their best.

This is a varied leadership role with responsibility for sales performance, customer experience and the smooth day-to-day operation of the team. You’ll oversee recruitment, onboarding, training, resource planning, rosters, budgets and performance reporting, while identifying process and system improvements that increase productivity and profitability. You’ll monitor sales, conversion, service levels and customer feedback, maintain best-practice sales and service standards, and work closely with teams across marketing and the wider business to support campaigns, events and strategic initiatives.

We’re looking for an experienced people leader with a proven ability to coach teams, achieve KPIs and deliver outstanding customer service. You’ll bring strong communication, problem-solving and organisational skills, sound commercial judgement, high emotional intelligence and the ability to implement change effectively. Experience within travel, sales or a contact-centre environment, together with knowledge of reservation systems, would be highly advantageous.

This is a full time 12 month contract based out of our Head Office in Melbourne. As our ANZ sales and customer service teams operate in a demand-led, rostered environment supporting customers globally, flexibility to work evenings, weekends and public holidays will be required.

Some of the experience you’ll bring with you is:

• Experience in coaching and developing a team of sales or customer service staff
• Exceptional communication skills and a high level of emotional intelligence
• Proven ability to drive and exceed individual/team KPI’s and sales
• Adaptable and agile in the face of change
• Personal/professional travel experience in our destinations
• Contact centre and travel industry experience advantageous
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Our people reflect the diversity of our customers and the communities we visit:

Intrepid is made up of 71 nationalities in over 30 countries, and we recognise that diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions.

Rewarding and developing our people is important to us, some of our work perks include:

• Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year
• A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.
• Access to e-learning platforms, professional development and mentor programs
• 20 hours of volunteer leave every year to use on causes most important to you
• Employee Assistance Program, a 24/7 service that offers counselling for you and your family
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We are Real. Together. Ambitious. Impactful. These are our values and to us they're more than just words, they are the pillars of our success and every day it's our people and the work they do that bring them to life.

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