Ready to Lead the Team Behind Every Great Journey?

Do you thrive on leading people, solving problems in real time, and turning complex customer challenges into positive outcomes? Can you coach a team to stay calm under pressure while delivering consistently great service across every interaction?

We’re looking for a Customer Service Team Leader to join our Contact Centre team. This is a people-first leadership role where your guidance, judgement, and energy will help shape unforgettable journeys for travellers across Australia and New Zealand.

The Destination: Where Leadership Meets Customer Experience

As Customer Service Team Leader, you’ll lead a team of customer service consultants who support customers before, during, and after their road trips. You’ll balance hands-on coaching with operational oversight, ensuring service levels are met, problems are resolved efficiently, and customers feel genuinely cared for.

You’ll play a key role in improving processes, lifting capability, and supporting the wider business through strong communication, data-led insights, and calm, confident leadership.

Your Journey on the Road

Lead & Develop the Team

You’ll coach, mentor, and support a team of customer service consultants, creating a positive, high-performing environment where people feel confident, capable, and supported.

Own the Customer Experience

You’ll guide the team through complex enquiries, complaints, and service recovery, helping turn challenges into positive brand moments while protecting customer trust.

Drive Operational Excellence

You’ll oversee day-to-day workflow, scheduling, and performance, identifying opportunities to improve efficiency and consistency across the contact centre.

Solve Problems & Drive Improvement

You’ll use data, reporting, and feedback to identify trends, improve processes, and support smarter decision-making across the business.

What You Bring to the Trip

You’re a natural leader who enjoys developing people and navigating complexity. You’re solutions-focused, commercially aware, and confident balancing customer needs with business outcomes.

You’ll also bring:

• Contact centre experience, including team leadership experience
• Strong communication, problem-solving, and escalation handling skills
• Analytical capability with basic Excel and reporting experience
• Good knowledge of Australia & New Zealand geography
• Excellent Travvia fleet knowledge

Think this sounds like your kind of journey?

Hit Apply Now