Team Leader - Groups

Helloworld Travel Limited; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Travel discounts

Vibrant environment

Career progression

Industry leader

Job summary

Helloworld Travel Limited in Melbourne is seeking a Team Leader to lead our Groups Consultants, oversee end-to-end group travel bookings and drive service excellence. The role combines leadership, client relations and commercial accountability in a fast-paced travel environment.

You will mentor a high-performing team, manage workloads, support complex group movements, and contribute to growth initiatives while ensuring invoices, quotes and documentation are accurate.

Qualifications

• Minimum 3–5 years' experience within the travel industry.
• Experience managing group travel bookings and operations.
• Demonstrated leadership, coaching or team management experience.
• Strong commercial and operational understanding of travel products and services.
• Excellent customer service and stakeholder management skills.
• Strong written and verbal communication skills.
• Strong organisational and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Strong financial and administrative skills.
• Advanced computer literacy and ability to learn new systems.
• Experience using Tourplan and wholesale travel environment.
• Knowledge of domestic and international group travel operations.

Responsibilities

• Lead, coach and develop a team of Groups Consultants.
• Oversee end-to-end management of group travel bookings.
• Monitor performance and service delivery standards.
• Escalate and resolve customer, supplier and operational issues.
• Support business retention and growth through exceptional service.
• Participate in client presentations, reviews and supplier negotiations.
• Review quotations, pricing and commercial arrangements.
• Ensure invoicing and supplier reconciliations are completed accurately.

Skills

Leadership

Coaching

Team management

Customer service

Stakeholder management

Problem-solving

Organisational skills

Commercial acumen

Tourplan

Wholesale travel

Tools

Tourplan

Job description

Helloworld Travel currently employs people across Australia, New Zealand, Fiji and Greece. Through this talented group of people, the company supports an extensive network of travel agencies.

Working at Helloworld Travel is dynamic, fast-paced and rewarding. Whether you work in retail, wholesale, shared services, tour operations, logistics, our DMC brands, or air tickets consolidation, you will be supporting a business whose goal is to make sure our customer's travel journeys are memorable.

All about the role:

The Group division of Helloworld Travel Ltd specialises in arranging trips for groups of 10 up to 400 for a diverse range of clients in Australia and overseas.

Based in our head office in South Melbourne, the Group's team have an exciting opportunity for a Team Leader to lead their dynamic team.

The Team Leader - Groups is responsible for leading, mentoring and developing a high-performing team of Groups Consultants while overseeing the successful delivery of group travel programs from enquiry through to completion.

This role combines operational leadership, people management, customer relationship management and commercial accountability. The Team Leader will ensure service excellence, drive team performance, support business growth initiatives and maintain strong relationships with clients, travel agents and suppliers.

The role is hands-on and requires active involvement in complex group bookings, operational problem-solving and supporting consultants to achieve their individual and team objectives.

What are you accountable for?

Leadership & Team Management

• Lead, coach and develop a team of Groups Consultants.
• Conduct regular performance reviews, one-on-one meetings and development planning.
• Foster a positive, collaborative and high-performing team culture.
• Provide training, guidance and support on systems, processes and best practices.
• Assist with recruitment, onboarding and succession planning activities.
• Manage team workload allocation and resource planning.

Operational Management

• Oversee the end-to-end management of group travel bookings.
• Ensure all quotes, bookings and documentation are completed accurately and within agreed timeframes.
• Support consultants in managing complex or high-value group movements.
• Monitor operational performance and service delivery standards.
• Escalate and resolve customer, supplier and operational issues as required.
• Ensure all bookings comply with company policies and procedures.
• Build and maintain strong relationships with key wholesale clients, travel agents and suppliers.
• Act as the escalation point for customer concerns and service issues.
• Support business retention and growth through exceptional service delivery.
• Participate in client presentations, business reviews and supplier negotiations when required.
• Monitor team sales, revenue and margin performance.
• Assist in achieving divisional sales and profitability targets.
• Review and approve quotations, pricing and commercial arrangements where required.
• Ensure invoicing, payment collection and supplier reconciliations are completed accurately and on time.
• Identify opportunities to improve efficiency, profitability and customer outcomes.

Systems, Compliance & Continuous Improvement

• Ensure effective use of Tourplan and other business systems.
• Maintain high standards of data integrity and reporting accuracy.
• Implement and champion process improvements.
• Ensure compliance with company policies, contractual obligations and industry regulations.
• Prepare operational and performance reporting for management.

Key Performance Indicators

• Achievement of team revenue, margin and productivity targets.
• Customer satisfaction and service quality outcomes.
• Team engagement, development and retention.
• Accuracy of bookings, invoicing and operational documentation.
• SLA and response time performance.
• Financial compliance and debt management.
• Successful delivery of group travel programs.

Qualifications & Experience

• Minimum 3-5 years' experience within the travel industry.
• Previous experience managing group travel bookings and operations.
• Demonstrated leadership, coaching or team management experience.
• Strong commercial and operational understanding of travel products and services.
• Excellent customer service and stakeholder management skills.
• Strong written and verbal communication skills.
• Exceptional organisational and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Strong financial and administrative skills.
• Advanced computer literacy and ability to learn new systems.
• Experience using Tourplan.
• Experience working within a wholesale travel environment.
• Knowledge of domestic and international group travel operations.
• Experience managing supplier relationships and commercial negotiations.

Personal Attributes

• Inspirational & Approachable leader
• Inspirational and approachable leader.
• Customer-focused and solution-oriented.
• Results-driven with strong commercial acumen.
• Highly organised with exceptional attention to detail.
• Resilient and adaptable under pressure.
• Strong collaborator who leads by example.
• Passionate about developing people and driving team success.

Helloworld Travel Employee Benefits

• The opportunity to work for an industry leader
• A vibrant and energetic work environment
• Access to exclusive travel discounts
• Career progression and development opportunities

Other Considerations

Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment. As a people leader, you will ensure that you uphold our values, demonstrate strong leadership, and foster an environment that values diversity and opportunity.

Please note the successful applicant will be required to undergo a police check as part of our recruitment process.

Helloworld Travel Limited is a travel-distribution company headquartered in Australia, providing international and domestic travel products and services to clients around the world.

Publicly listed on the Australian Stock Exchange (ASX:HLO), HLO is a global travel organisation with a diverse array of brands across three key pillars of business: Retail, Wholesale and Inbound.

Run by CEO and Managing Director Andrew Burnes together with an exceptional management team and highly accomplished board, HLO employs more than 700 staff in its corporate operations throughout Australia, New Zealand, Fiji, and Europe.

Helloworld Travel Limited is a travel-distribution company headquartered in Australia, providing international and domestic travel products and services to clients around the world.

Publicly listed on the Australian Stock Exchange (ASX:HLO), HLO is a global travel organisation with a diverse array of brands across three key pillars of business: Retail, Wholesale and Inbound.

Run by CEO and Managing Director Andrew Burnes together with an exceptional management team and highly accomplished board, HLO employs more than 700 staff in its corporate operations throughout Australia, New Zealand, Fiji, and Europe.

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