Customer Relations & Contact Centre Manager

We are Veriu Group (pronounced 'Very You')!

Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location. We aim to bring people together in new ways, to create lifelong travel memories that can’t be found in a guidebook, and to help people discover the true experience of a place.

Through our brands Punthill Apartment Hotels and Veriu Hotels & Suites, we operate 21 hotels across Australia and have over 35 years of brand history. Our ambitious plan to operate 80 hotels by 2030 becomes closer this year with numerous new hotel openings across the country, and this means we’re well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because they're empowered to be themselves. We're not about hierarchy or rigid structure. Instead, we create an environment where people can make decisions, feel supported and access unlimited opportunities for growth. Our values of Relationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about. 

Now is the perfect time for like-minded people to join our expansion journey. If you’re looking for a meaningful role that can make a serious impact, within a culture that allows you to be truly you – you’ve found us and we can’t wait to hear from you!

To learn more about us, visit our website! https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/

Welcome to Veriu Group

Our Corporate Office is located on Queens Road in Melbourne. Here, you will find a group of dedicated and enthusiastic individuals who together create a fun environment that allows opinions to be heard and people to have the freedom to truly make a difference. We believe strongly in our flat structure, which allows people to grow their knowledge and skills to become the best version of themselves. At our corproate office we're:

• A modern & completely open plan office with smart casual dress code
• A small team of about 35 people across Customer Relations and Sales, Revenue, Marketing, People & Culture, Property & Leasing and Finance
• Walking distance to public transport (train/tram), close to public car parks, and have free & secure bike/scooter storage
• A team that doesn't believe in corporate politics and values balancing work with life
• Working hard as a passionate collective of people to achieve our common goal of growth

Responsibilities

This is an excellent chance for an energetic and ambitious individual with strong leadership experience, team orientation, love for sales and a passion for hotels to join an equally motivated team and really make a difference. 

Guiding the CRCC Team towards achieving unparalleled levels of success, this leadership role involves setting exemplary standards in customer engagement, and transforming inbound inquiries into business opportunities through tailored and genuine service. The essence of the CRCC Manager's responsibilities lies in nurturing a culture of continuous improvement and superior performance, emphasising the importance of exceeding metrics and conversion rates, with a special focus on fostering prolonged Customer Relationships.

Key role responsibilities:

• Recruitment, development and management of Customer Relations Agents 
• High performance of the Customer Relations & Contact Centre team through ongoing and proactive training and performance management of Agents
• Achievement of department conversion rates, metrics and targets with a focus on extended stays
• Expert execution and role modelling of Customer Relations Agent accountabilities
• Relationship management and increase in production of extended stays and the nominated department accounts 
• Proactive capture and conversion of inbound enquires
• Timely management of Contact Centre & afterhours escalations & processes
• Contact Centre data integrity in systems and workbooks, including the PMS and RMS
• Lead generation and qualifying of cold and warm opportunities into the CRM
• Representation of the Veriu Values and culture

Benefits

You'll be someone looking for a long-term career with a growing, Australian-owned hotel group. Access:

• National career growth opportunities 
• Full ownership of your role
• Accelerated development in a variety of hotel management or corporate areas such as sales or revenue
• Comprehensive onboarding & ongoing support 
• The chance to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High performing culture that values relationships & individuality, where our leadership know you by name
• Generous referral bonuses when you refer your friends to work with us (up to $1000)
• Discounts on accommodation across our network 
• Discounts on private health insurance
• Access to our Employee Assistance Program

About You

We work in a fast-paced environment where no day is the same, so we’re looking for people who are adaptable, enjoy variety and operate with an ownership mindset.

The successful person must have:

• Approved Australian working rights (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• Demonstrated experience in a team lead or management role in sales, reception or customer service
• Demonstrated ability to develop strong working relationships and develop others
• Excellent communication (written & verbal) with a focus on collaboration and bringing people together toward one common goal
• High standards of accuracy and attention to detail 
• Desire to always lead by example and set new standards of success
• The ability to travel to our hotels to complete site inspections as part of your onboarding (this will require one or two interstate overnight trips)