At Ingenia, We're All About Building Belonging.
As an ASX 200 listed company, Ingenia owns and operates a growing network of over 100 lifestyle communities and holiday parks across Australia. Our portfolio includes over 15,700 income‐generating sites, with more than 11,000 residents calling our communities home each day, and over 1.2 million guest nights enjoyed annually across our holiday parks.
Whether someone is staying for a weekend or settling in for years, we're focused on creating warm, inclusive spaces where people truly feel at home.
Our people care deeply about their work, their communities, and making a real difference. We're bold, customer‐focused, and always improving. At Ingenia, you're empowered to grow, contribute, and create moments that matter.
Do what matters. Know you matter.
Join us and help bring great experiences to life, starting with you!
Due to growth of our National Sales Operations and new technology investment, we are currently hiring a Client Relations Team Leader based out of our Brisbane Office.
Reporting to the Head of Sales, this role will see you lead our national Client Relations Team function, responsible for enquiry management, appointment booking and delivering a consistently high quality customer experience at the very first touchpoint.
This role is distinct from sales capability or system specialist roles. It's about day‐to‐day operational leadership, people development, queue management, quality coaching and embedding new ways of working.
You'll work closely with Sales, Marketing, IT and Operations to ensure systems, processes and behaviours all come together to support both customers and commercial performance.
Benefits
* Heavily discounted accommodation at Ingenia Holiday Parks
* Employee share options
* Retailer discounts
* Novated Lease options
* Hybrid working options
* Up to 26 weeks paid parental leave
Key Responsibilities
* Lead, coach and manage the Client Relations Team to deliver high‐quality customer experiences, strong enquiry conversion and consistent performance outcomes
* Own day‐to‐day Client Relations Team operations including queue management, inbound/outbound calls, rostering, service levels and performance management
* Embed and optimise CRM and phone systems (including Aircall), ensuring data integrity, reporting accuracy and adoption of new ways of working
* Partner closely with Sales, Marketing, IT and onsite teams to deliver a seamless end‐to‐end customer journey
* Drive continuous improvement through coaching on call quality, process design, training, reporting and operational efficiencies
About You
* Proven people leader with experience managing performance, engagement and capability in a call centre or customer contact environment
* Strong customer first mindset with the ability to build trust, coach quality conversations and lift conversion outcomes
* Confident leading through change, embedding new systems and improving processes using data and insights
* Resilient, hands on and results focused, with the ability to step into operational delivery when needed
* Collaborative communicator who builds strong relationships across teams and leads with empathy, accountability and clarity
Recruitment Process
* Apply via Ingenia's website (no cover letter needed)
* Phone conversation with Talent Acquisition team
* Interviews
* Background Checks
* Receive your offer, and join your team that values your contribution and collaboration
All applicants must be able to work in Australia and provide evidence of working rights, as well as undergo a National Police Check.
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