On Road Care Team Lead - Elevate Customer Experience

Apollo Motorhome Holidays; Brisbane; In loco; AUD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

thl is seeking an On Road Care Team Leader in Brisbane to guide and motivate a dedicated team of Call Centre Consultants, delivering outstanding customer service and resolving escalations with empathy.

You will partner with leadership across the business to optimize the customer journey, implement improvements, and foster a culture of teamwork and accountability. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

Competenze

• Operational Oversight: manage workload, queues, and coverage to deliver prompt, high-quality support.
• Stakeholder Collaboration: build partnerships with leadership, service providers and internal teams to align solutions.
• Continuous Improvement & Reporting: track metrics, identify opportunities to improve processes, and share regular reports.

Mansioni

• Operational Oversight: Take the reins on daily running of the Call Centre, balancing workloads and ensuring coverage for consistent service.
• Stakeholder Collaboration: Work with leadership and internal customers to ensure customer needs are met and goals are aligned.
• Continuous Improvement & Reporting: Identify opportunities to improve processes, monitor key metrics, and report findings to drive better customer outcomes.

Descrizione del lavoro

Join the thl family - Culture is the key

At thl, we're a global family of RV brands delivering some of the world's most memorable travel experiences. We design and build. We rent. We sell. Most importantly, we put people at the heart of everything we do. Our values guide the way we work every day: Do the Right Thing, Be Curious, Enjoy the Ride, and Be Happy To.

Are you passionate about making a real difference in the customer experience? Step into an influential leadership position as the On Road Care Team Leader. Here, you’ll guide and motivate a dedicated team of Call Centre Consultants, setting the benchmark for service excellence and building strong relationships with customers from all walks of life. You’ll be the driving force behind seamless support—whether navigating calls, managing escalations and complex service requests, or providing guidance for day-to-day adventures, your expertise will make every journey memorable. Embrace the challenge of leading with empathy, championing collaboration, and fostering a culture of continuous improvement. If you’re energised by empowering others to excel and love facing new opportunities head-on, this role is tailor-made for you.

What You'll Do – Key Areas of Impact

Operational Oversight: Take the reins on the daily running of our Call Centre by efficiently managing workload, balancing queues, and ensuring comprehensive coverage so customers always receive prompt, high-quality support. Use your problem-solving skills to address issues before they escalate and keep service levels at their peak.

Stakeholder Collaboration: Build close partnerships across the business. Work directly with our leadership, service providers and internal customers, to make sure solutions align with customer needs, and everyone is working towards shared goals. Your influence will help unify efforts and deliver a seamless customer journey from start to finish.

Continuous Improvement & Reporting: Be a champion for positive change by identifying opportunities to fine-tune our processes and enhance customer interactions. Track key metrics, generate valuable insights, and share regular reports to drive transparency and accountability within the team.

This is your chance to make a real impact—not just for our customers, but for our On Road Care team. Bring your passion, leadership flair, and fresh ideas to an environment that values innovation and teamwork. If you’re ready to take the next step in your career and help redefine what outstanding customer care looks like, we want to hear from you. Apply now and let’s reach new heights together!

We value diversity and inclusion; you must have the right to work in Australia. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

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