Travel Consultant

• 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.

Our team work flexibly Monday-Friday, commencing between 9-10am and finishing between 5-6pm, on a rotating roster. Availability to work weekends 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 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 below.