Job Description: About the business Abercrombie & Kent is the world's leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 2,500 staff in over 60 offices in more than 30 countries. The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods. The Role The Customer Sales Team Leader plays a pivotal role in assisting the Customer Sales Manager in leading and inspiring a high performing team of international Outbound FIT and Group Travel Sales Consultants. The role will also require you to assist with consulting and delivering sales. The role will be responsible for driving sales performance, maintaining exceptional customer service standards and ensuring operational efficiency within the A&K brand. You will provide daily support, mentoring and guidance to team members, fostering a collaborative, motivated, and results-driven environment. Key responsibilities include, but are not limited to: Assist in driving the sales team to achieve monthly sales targets and KPIs by mentoring with empathy and consistency, identifying individual strengths and development opportunities, and leading by example Assist the Customer Sales Manager in overseeing the daily management of a team of international Outbound FIT and Group Travel Sales Consultants, ensuring performance aligns with A&K standards and brand values. Conduct regular call coaching sessions to assess call quality, provide structured feedback, and improve sales techniques, communication style, and service delivery. Perform booking checks to ensure all itineraries, pricing, documentation, Air and data entries are accurate and provide structured feedback. When requested, assist in running monthly one-on-one meetings with all team members to review performance, set goals, address challenges, and provide mutual feedback for continuous improvement. Qualifying, creating and presenting detailed bespoke itineraries, follow up and conversion. Manage all aspects of client relationship throughout the course of their enquiry/booking and as a touch point for their on-ground experience. Identify opportunities to improve systems, processes, and customer satisfaction. Participate in business development initiatives to support sales growth. The successful applicant will have: Minimum 3 years of leadership experience within the travel industry. Minimum 3 years' experience in reservations/travel consulting. Proven understanding of sales principles including qualifying, rapport building and closing techniques. Experience selling A&K 's portfolio of destinations is highly desirable. Strong knowledge of the luxury travel market is advantageous. Passionate about delivering outstanding customer experiences. Exceptional attention to detail and accuracy. Excellent written and verbal communication skills. Willingness to take on challenges and adapt to change. Must hold valid Australian work rights including citizenship or permanent residency. Why work for A&K? Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures. What you can expect with A&K Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team. Supportive environment that will make you proud to work for A&K Investment in our staff with both in-house and external training opportunities Opportunity to progress your career, not just in Australia but as part of our global business 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements) Paid Parental leave – 18 weeks at full pay Access to our Employee Assistance Program (EAP) Work in the enviable CBD office location Opportunity to work from home as part of our hybrid working from home/office model Monthly birthday celebrations and other team activities Staff discounts and Travel Benefit program An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint. We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years. If you meet the selection criteria and have appropriate work right, we would love to hear from you. To apply please send your resume and a covering letter outlining your suitability for the role. Candidates must hold valid Australian work rights at the time of application. EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
