Company Description

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Job Description

• Do you have experience working in a call centre (inbound or outbound), reservations, or sales environment
• Do you thrive in a fast-paced, KPI-driven environment where achieving results and helping customers go hand in hand?
• Looking for flexibility? This role offers a hybrid work arrangement - to help you find the right balance!

What you will do:

Our Sales Centre team is responsible for taking inbound calls, making reservations for holiday stays for our members and guests. You will play a vital role in our customer journey and be the first point of contact for guests looking to book that memorable holiday, road trip, or getaway.

We have multiple part-time positions available offering a minimum of 24 hours per week, commencing from Monday 2nd November! Additional hours will be required during peak seasons and to cover staff leave.

Location (hybrid working)

• Our team is based at our Sales Centre office on Erina Street, Gosford, and works from the office a minimum of two days per week.
• Enjoy the flexibility of working from home on your other rostered days.
• You will need a suitable home office setup with access to NBN or a reliable internet connection.

Training

• Your initial two weeks of training will be full-time (9:00am–5:00pm), Monday to Friday at our Gosford office.

Roster & Availability

• You will be rostered on 6-hour shifts across Thursday, Friday, Saturday and Sunday, with shifts scheduled between 8:00 am and 6:00 pm.
• Full availability to work weekends, school holidays, and throughout the Christmas/New Year period is essential. We are closed on public holidays.
• All team members attend a monthly all-in day (held on a Tuesday)
• You'll have flexibility to work additional hours as required.

This is a part-time role, so you’ll need to be reliable, punctual and able to be “phone‑ready” at the start of each rostered shift.

Your responsibilities will include, but are not limited to:

• Respond to guest enquiries via phone and email, providing accurate information and tailored accommodation options that convert to bookings.
• Deliver exceptional service on every interaction, with strong problem-solving and first-call resolution wherever possible.
• Build and maintain knowledge of NRMA Parks & Resorts products and services to confidently identify and convert sales opportunities.
• Work across multiple systems (reservations, telephony, email) to access and manage information efficiently.
• Handle a variety of enquiries in line with policies, including complaints, feedback and general enquiries.

What you will bring:

• Experience in a Call Centre, reservations or sales environment.
• Previous experience with Newbook (desirable).
• Well‑developed sales skills and a strong customer service focus, with the ability to identify and convert sales opportunities while maintaining genuine care for guests.
• Experience working towards KPIs and performance targets.
• Excellent verbal and written communication skills, with a professional phone manner.
• Strong listening skills and the ability to manage a variety of customer interactions
• Good organisation and time management skills, attention to detail and the ability to adhere to policies, procedures and service standards in a fast‑paced environment.
• Confidence in using multiple systems simultaneously, including telephony, reservations platforms and other office applications.
• Strong computer and typing skills, proficiency in MS Office and confident in systems navigation
• Strong relationship‑building capability and the ability to work effectively with people at all levels and from diverse backgrounds.
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