Sales Centre Agent

The NRMA; Gosford; Hybrid; AUD 52,000 - 64,000; Full time

Benefits offered by this job

Flexible work arrangement

NRMA Rewards discounts

Referral bonus up to $2,000

Career growth/relocation across NRMA

Job summary

NRMA Parks & Resorts is hiring for full-time call centre reservations roles in Gosford. You will handle inbound calls and emails, book holidays for members and guests, and drive bookings while delivering excellent customer service. The role offers a hybrid work arrangement with office presence and home-based days.

Training starts with full-time sessions at the Gosford office. The team operates on a rotating roster including weekends and possible shifts during peak periods, with a focus on

Qualifications

• Experience in a call centre, reservations or sales environment.
• Ability to work in a KPI-driven setting and convert enquiries to bookings.
• Strong verbal and written communication skills with a professional phone manner.

Responsibilities

• Respond to guest enquiries via phone and email, offering tailored accommodation options that convert to bookings.
• Deliver exceptional service with strong problem-solving and first-call resolution.
• Build knowledge of NRMA Parks & Resorts products to identify and convert sales opportunities.
• Work across reservations, telephony and email systems to access and manage information.
• Handle enquiries per policies, including complaints, feedback and general enquiries.

Skills

Call centre experience

Reservations

Sales skills

Customer service

KPI oriented

Communication skills

Teamwork

Tools

Newbook

Job 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'snot just our job,it'sin 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 afast-paced, KPI-driven environmentwhereachieving results and helping customers go hand in hand?
• Looking for flexibility? This role offers ahybrid work arrangement- to help you find the right balance!

What you will do:

Our Sales Centre teamis responsible fortaking 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 havemultiple full-time positions available,commencingfromMonday 19th October!

• 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 work a 4-week rotating roster, with shifts scheduled between 8:00 am and 6:00 pm.
• Enjoy one full weekend off each month, one full working weekend, and either a Saturday or Sunday shift in the remaining weeks.
• 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)

This is a full-time role, soyou’llneed to be reliable,punctualand 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 aCall Centre, reservations or sales environment.
• Previousexperience withNewbook(desirable).
• Well‑developedsales skillsand a strong customer service focus, with the ability toidentifyand convert sales opportunities whilemaintaininggenuine care for guests.
• Experience working towards KPIs and performance targets.
• Excellentverbal and written communication skills, with a professional phone manner.
• Stronglistening skillsand the ability to manage a variety of customer interactions
• Goodorganisation and time managementskills, attention to detail and the ability to adhere to policies,proceduresand 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,proficiencyin MS Office and confident in systems navigation
• Strongrelationship‑buildingcapability and the ability to work effectively with people at all levels and from diverse backgrounds.

What’sin it for you?

At the NRMA wearen’tjust about discounts(although you do get these too). We offer benefits to help make work and lifejust rightfor you!

• Progressive flexibility and well‑being benefits to balance all of life's priorities
• ComplimentarymyNRMARewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Employee referral program where you may be eligible for a referral bonus of up to $2,000
• Potential to grow, progress or relocate your career and move around the NRMA Group ordifferent locationswith us.

Know you belong:

At NRMA Parks and Resortswe’refor inclusion, diversity, andrepresentingthe members, guests, customers, and communities we serve.That’swhy we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.