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Service Leader - Gold coast, QLD

  • Queensland, QLD, Australia
  • Ignite
  • Full time

We’re Ignite Travel Group, an award-winning company that is trailblazing the future of leisure travel. Crowned ‘Disruptor of the Year’ 2019 at the Mumbrella Travel Marketing Award, we operate as My Holiday and Holiday Exclusives, providing holiday packages with everything taken care of. From flights and transfers to accommodation and experiences, we’re destination experts and hand-select the best inclusions for both our customers and partners alike. We’re one of Australia’s fastest-growing travel companies on the beautiful Gold Coast, where we employ a team of 200 fantastic people. We’re currently amidst an exciting growth phase, so we’re looking for talented professionals to join us for the ride. 


We’re seeking an experienced Service Leader to join our amazing team and take on the following responsibilities:

  • Lead and develop team members to enable them to collect arrears through ownership of the client relationship, excellent service quality, product knowledge, and timely resolution of issues.
  • Coach and oversee team members on booking amendments, complaint management, and management of supplier changes.
  • Ensure that the team maintains minimum average benchmarks on an individual and daily basis through daily goal setting: KPI’s, queues, call handling times, auditing and quality recording evaluations.
  • Understand all targets and use data effectively to manage team performance e.g. accounts actioned, sales made, margins, and conversion.
  • Support the Retail Sales Manager to keep unit costs within budget.



  • Demonstrated experience in managing and engaging a customer-focussed team effectively
  • Excellent communication skills with attention to detail and accuracy
  • Strong leadership and managerial skills with the ability to motivate others
  • Problem solving ability
  • Contact Centre operations and travel performance metrics


  • Boost your career in a well-recognised brand and in an exciting industry.
  • Access to exclusive discounts on flights, accommodation, cruises, tours and more.
  • Confidential access to your own health consultants and financial advisors.
  • Offices located in beautiful Broadbeach close to transport.

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