Cruise Team Leader

April 11, 2024
Application ends: July 31, 2024
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Job Description

Ready to say, “Hello” to a new career? 

Helloworld Travel currently employs people across Australia, New Zealand, Fiji and Greece. Through this talented group of people, the company supports an extensive network of travel agencies.

Working at Helloworld Travel is dynamic, fast-paced and rewarding. Whether you work in retail, wholesale, shared services, tour operations, logistics, our DMC brands, or air tickets consolidation, you will be supporting a business whose goal is to make sure our customer’s travel journeys are memorable. 

About the Role

As the new Team Leader for Cruise, you will lead a small team of cruise reservation consultants to provide exceptional customer service to our agents and inbound customers. Your role will coach and mentor team members to build their knowledge on product, service and revenue targets. 

As the team leader, you will set targets, provide feedback and coach on performance. You will also manage rosters, aid in recruitment and deliver performance development and management.

Key Responsibilities in this role:

  • Manage the successful daily running of the contact centre to ensure sales are maximised through delivery of great customer service, quality, service levels and team KPIs.
  • Lead by example by driving a motivated atmosphere, engaging and coaching staff, ensuring the performance and development of self and consultants to maximise sales performance through a fun creative environment.
  • Achieve personal conversion expectations and maximize revenue opportunities, by taking calls.
  • Drive awareness across the floor of current promotions, incentives and initiatives.
  • To be part of an effective recruitment process and to attract high caliber applicants.
  • Work in collaboration with peers across the business to ensure a consistent approach to service standard and in the representation of the brand.
  • Responsible for ownership of the Customer / Travel Agent experience by providing feedback and solutions to influence business change and success.
  • To support in emergency situations as they occur in a calm and organised manner.
  • Deal with escalated problems and resolving queries, that cannot be resolved by the team members.

Qualifications & Skills:

In order to be successful in this role, the ideal candidate will have:

  • A tertiary education in travel, tourism, or management
  • Knowledge of selling cruise product 
  • Experience setting KPIs, coaching and developing people to meet and exceed objectives.
  • Sales and customer service experience 
  • A background in travel and tourism whether it be supplier or agency.
  • Experience leading, developing and managing a high performing sales and customer service team through coaching and strong people management.
  • Initiative and creativity to build a winning, fun environment which drives sales performance.
  • Strong and clear communication skills with good planning and organisation.

Why Choose Us? 


  • Staff discounts on travel
  • Opportunities for discounted family travel
  • Regular Staff and Industry Events
  • Career progression and support 
  • Access to Employee Assistance Program
  • Discounted Health Insurance 

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide great experiences every day. We’ll do it with the utmost integrity and in an environment where everyone is seen, heard and feels like they belong. 

How to Apply?

Are you ready to embark on an exciting career journey in the world of travel? Look no further than Helloworld, the organisation that’s shaping the future of the travel industry. We are on a mission to redefine travel experiences, and we need passionate individuals like you to join our dynamic team.

Click ‘Apply’ to submit your Resume 

Offer of employment is conditioned upon eligibility to work in Australia and a, successful completion of a police check..

Only successful candidates will be contacted.  No agencies.

Join the Helloworld Family: Where Dreams Take Flight

Employer questions

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • How many years of people management experience do you have?
  • What’s your expected annual base salary?
  • How many years’ experience do you have as a Cruise Specialist?