Job Description
About Us
Explore Australia Tours is a coach/bus tour operator that runs guided sightseeing and escorted tours connecting customers to amazing tourism and wildlife experiences across Victoria. We do things a little differently. Small groups, real experiences, and a genuine connection to the places we visit — that is what we are known for.
Explore Australia is a division of the Searoad Ferries group of companies. Employing more than 250 people we connect people and places through excellent experiences that traverse the tourism, hospitality, passenger transport and maritime industries. Searoad Ferries have been operating the iconic Queenscliff-Sorrento car and passenger service since 1987. We also operate Western Port Ferries’ services — connecting Crib Point to French Island and Phillip Island in Western Port Bay — and Wanderer Adventures–Wilsons Promontory Cruises, located in the pristine environment of Wilsons Promontory National Park.
About the Opportunity
Due to continued growth, we are looking for a Customer Service & Reservations Team Leader to take ownership of our reservations function and support a small, dedicated team delivering exceptional experiences to guests from all over the world.
This is a hands-on role where you will lead from the front — balancing bookings with team support, problem solving, and making sure everything runs smoothly behind the scenes.
You will be responsible for day-to-day coordination of the reservations team, ensuring bookings are processed correctly, providing Agent support, and ensuring consistent end-to-end customer experiences, from first enquiry through to travel.
Based at our Footscray Depot, you will work closely with our operations, marketing, and accounts teams, and be the go-to person when things need to be solved quickly and calmly.
What you will be doing:
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leading the day-to-day reservations function and supporting the team managing staff rostering (Tuesday–Saturday)
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overseeing bookings across systems to ensure accuracy
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responding to agent and trade partner enquiries
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working with accounts on invoicing, discrepancies, and follow ups
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handling escalations and supporting customer enquiries
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responding to customer reviews and feedback
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supporting training and keeping processes running consistently.
About You
You take pleasure in staying organised, helping others, and resolving problems before they escalate.
You will bring:
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experience in reservations, tourism, or customer service
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confidence working across booking systems (CustomLinc experience a bonus)
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strong attention to detail and accountability
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a calm, solutions-focused approach
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natural ability to support and guide a team
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genuine care for customer experience
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you are available to work Tuesday to Saturday including some public holidays.
What we offer:
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opportunity to be part of a growing, award-winning tourism business
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supportive and down-to-earth culture
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play a key role in shaping how our reservations team operates
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join a company that values real experiences, not just transactions.
Some of the perks you'll enjoy while working at Explore Australia Tours:
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staff discounts — retail, dining, hospitality, tours, and free ferry travel
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uniform provided
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support for your wellbeing — 24/7 Employee Assistance Program
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engaging workplace culture — regular social events, team gatherings, and a few surprises cooked up throughout the year.
How to apply:
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applicants must have unrestricted Australian work rights
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due to the expected high volume of applicants, we may only contact shortlisted candidates
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no agencies please
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you must submit a cover letter and resume with your application to be considered.
For more details and a copy of the Position Description, visit exploreaustraliatours.com.au Please submit your application via SEEK.