**VIC, Ballarat Region 3350**
- Ballarat Region
- Be part of a dynamic and growing team
- Flexible work conditions
Belgravia's Guest Experience team is looking for a passionate Contact Centre Coordinator at Hepburn Bathhouse & Spa
**The Role**
Due to ongoing growth, we are looking to appoint a Full Time - Hepburn Bathhouse & Spa Reservations Team Coordinator who will be responsible for leading the day-to-day contact centre operations for the Hepburn Bathhouse.
We are looking for a self-starter who values empowering other team members to do the same. Someone who has a positive, ambitious approach to their work and can see the bigger picture in terms of how their contribution matters. This role is a vital link between our onsite operations team, of which you will be a part, and the Online Reservations Team, who will report to you. Our passionate people are our greatest asset, and you will play a crucial part in leading our contact centre team to deliver memorable experiences to thousands of guests on the other side of the phone and screen.
If you follow the same principles and this sound like you - this is the place to be.
The role responsibilities will include:
- Understand the Hepburn Bathhouse Wellness brand and the expectations of guests.
- Training, coaching, and leading Offsite Reservation Team employees as they provide support for guests.
- Work through guest experience and communication issues with key departments to meet and exceed the guest experience.
- Integrate the Offsite Reservations team with the onsite operational department with clear processes and communications.
- Lead the development and execution of the communication strategy to ensure operational objectives are met across Hepburn Bathhouse and the Contact Centre team
- Ensure staff members are achieving service levels agreements and taking corrective action as needed
- Managing relationships with key stakeholders
- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
**Requirements**:
- Call Centre Manager/ Contact Centre Manager/Team Leader (1+ Year Experience)
- Ability to multitask and remain calm under pressure
- Exceptional customer service, problem-solving, verbal and written communication, and conflict resolution skills
- An innovative forward-thinker who encourages positive change
- Knowledge of management principles and familiarity with company products and services
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Level 2 First Aid
- Current CPR
- Working with Children's Check (Employee status)
- National Police check upon on-boarding
**Benefits**:
- Competitive Salary
- Free Gym Membership
- Employee Benefits Program
- Play a key role in the formation and growth of our contact centre expansion
- Be part of an innovative and friendly team environment who like to get things done
- Ongoing training and career development
**The Company**
The Hepburn Wellness Properties consist of the Hepburn Bathhouse & Spa, Hepburn Spa Retreat and Hepburn Pavilion. We are proudly part of the Belgravia Health and Leisure Group (BHLG) which is the fastest growing leisure organisation in Australia.
We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.