- Melbourne CBD | RACV Travel & Experiences | Full-time
- Generous employee benefits & discounts on RACV products & resorts
- Join a large trusted Australian brand & VIC’s largest member-based organisation
Great things start here
Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.
Join our leisure team whose job it is to help people live their best lives — whether they’re on holiday, visiting an attraction or treating loved ones to a special experience. Make a positive impact on an industry that's growing and changing, while being part of a supportive, collaborative culture. With a varied business from our award-winning RACV Clubs and Resorts across Victoria, Queensland and Tasmania, to our premium partner hotels, tours, cruises, events, and experiences, you’ll enjoy the best of tourism and have room to grow.
About the Opportunity
In this role, you'll be at the heart of our central reservations team — booking leisure, travel and tourism products, from RACV resorts accommodation, club and other products such as packages, attraction tickets, car hire and airport parking. Every call, email and online enquiry is an opportunity to deliver great service, build genuine rapport, and make planning travel with RACV feel effortless.
Our Travel and Experiences team is based in our head office, Bourke Street Melbourne CBD. At RACV, we refer to this role as a Travel Consultant. Our team are office phone-based, in a member and guest-first customer service role where your product knowledge, sales flair and can-do attitude will directly shape the experiences our members and guests enjoy.
Availability to work work full-time 38 hour week Monday-Friday, between 9am-6pm (eg. 9am-5pm or 10am-6pm) is required. Occasional weekend and public holidays may be required on an ad hoc basis or in the future.
This could be just the right role for you?
Working in our professional team of experts in a central reservations and sales call centre environment, you will report to the Team Leader, and your key responsibilities for the role include:
Attending to a high volume of phone calls and email enquiries from our members, guests and partners in a professional manner, ensuring all reservations are accurate and complete
Upsell, cross sell and promote products across our RACV 10 resorts & clubs and broader travel/tourism products
Responsible for outbound calling as part of service delivery, ensuring proactive engagement with clients to support booking, follow-up, and experience management
Manage leisure bookings and update reservations
Attend to enquiries of new reservations, booking maintenance and escalations
Report on sales, call centre performance and contribute to sales targets
What you’ll need to be successful
Previous experience in reservations operations, travel, leisure or sales support-based role
Experience in a high-volume call centre environment, telephone sales and customer service with an eye for detail and a high level of accuracy
Proficient in MS Office applications and reservations system, PMS Opera, preferred
Salesforce and Genesys Cloud telephony system & GDS knowledge, highly regarded
Professional phone manner and communication skills with a desire to deliver a high level of customer service
Experience working in a KPI driven environment and ability to work well in a fast paced environment
We are Offering
Permanent Full-time 38 hours week
Competitive Salary + 12% Super, industry benchmarked
Large values led organisation and healthy team culture
Generous employee discounts & benefits on RACV resorts, lifestyle, health & wellbeing products – including vehicle roadside assistance, insurance, eye wear, corporate partner offers, employee giving & volunteer programs, parental leave, employee assistance program + more
Training, development and career growth opportunities
The RACV difference
If you’re curious, we’re always looking for the best and brightest minds to come aboard for the journey.
Application process
You can learn more about the RACV at careers.racv.com.au
Applicants will be required to complete an initial 20-minute AI online chat interview.
Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.
Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis - Call Centre Operations and whether any reasonable adjustments may be required.
At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.
Submit your CV via the link.
