Job Description

ABOUT US

Hampshire Property Group is a family-owned business, established in 2006, with a growing presence across Australia and New Zealand in holiday parks, residential land lease communities and mixed-use communities.

Our success is built on shared values that guide how we work every day: Respect, Accountability, Collaboration, Innovation, Quality and Customer Focus.

We're passionate about creating exceptional experiences for our guests and customers, and we're equally committed to creating an environment where our people can thrive, grow and make a meaningful impact.

AN EXCITING TIME TO JOIN

We're currently establishing our Customer Experience Centre and embarking on a phased rollout across our New Zealand portfolio throughout 2026.

This is a fully remote opportunity based in Australia, offering the chance to help shape the foundations, culture and success of a new function from the very beginning.

While we're recruiting for one Team Leader position today, we're also interested in connecting with experienced customer service leaders who may be interested in future opportunities as the Customer Experience Centre continues to grow.

ABOUT THE ROLE

We’re establishing our Customer Experience Centre, and we’re looking for an experienced and people-focused Team Leader to help bring it to life.

Initially reporting to the Head of Customer Experience Centre, you’ll play a key role in supporting the rollout of the CEC, helping shape daily operating rhythms, service standards, team capability and customer experience across our growing portfolio. While the centre is in its early stages, you’ll help create the foundations for a high-performing, customer-focused and commercially effective team.

This role will support the progressive onboarding of our New Zealand properties throughout the remainder of the year, working closely with operational and Shared Services teams to ensure a smooth transition and consistent customer experience.

This is a hands-on leadership role where you’ll coach, guide and develop Customer Experience Agents, support service recovery, monitor performance and help embed continuous improvement as the CEC grows.

As part of our Shared Services team, you’ll work remotely while collaborating closely with teams across Revenue, Marketing, Finance, IT & AI, HR and Operations.

WHAT YOU'LL BE DOING

• Leading the daily operations of the Customer Experience Centre and supporting a team of Customer Experience Agents
• Monitoring service levels, response times and operational performance across multiple customer channels
• Acting as the primary escalation point for complex customer enquiries and service recovery situations
• Coaching and developing team members to improve customer service, sales performance and overall capability
• Driving conversion, upselling and revenue performance outcomes
• Monitoring and managing team performance against service, quality and commercial KPIs
• Supporting workforce planning, roster adherence and operational efficiency
• Identifying opportunities to improve customer experience, systems and processes
• Collaborating with key stakeholders across the business to deliver exceptional customer outcomes
• Promoting a culture of accountability, innovation, collaboration and continuous improvement

WHAT YOU'LL BRING

• Previous experience in a Team Leader, Supervisor or similar people leadership role
• Experience leading teams within customer service, reservations, hospitality, contact centre or guest services environments
• Strong coaching and performance management capabilities
• Demonstrated ability to drive customer satisfaction, service standards and commercial outcomes
• Experience managing KPIs, service levels and operational performance metrics
• Exceptional communication and stakeholder management skills
• Strong problem-solving and decision-making capability
• Confidence managing customer escalations and service recovery situations
• High levels of organisation, adaptability and resilience in a fast-paced environment
• Strong digital literacy and experience working across multiple systems and platform.

Highly regarded:

• Experience within hospitality, tourism, accommodation or holiday parks
• Experience using platforms such as SynXis, RMS, IDeaS, Genesys or HubSpot
• Exposure to workforce management and quality assurance frameworks

WHY WORK WITH US?

At Hampshire Property Group, you'll be joining a trusted family-owned and operated business that genuinely values its people and the contribution they make every day.

As part of our Shared Services team, you'll enjoy the flexibility of a fully remote working environment, supported by company-provided IT equipment to help set you up for success.

You'll have opportunities to collaborate with teams across Australia and New Zealand, contribute to meaningful business initiatives and continue developing your leadership career.

We also offer:

• A supportive and collaborative team culture
• An active Culture Committee focused on connection and engagement
• Multiple recognition and reward initiatives
• Ongoing opportunities for learning, development and career growth
• The chance to make a genuine impact on customer experience across a growing business

HOW TO APPLY

If this sounds like your next opportunity, we'd love to hear from you.

Click ' Apply Now' to submit your application.

We thank all applicants in advance for applying, however, only successful applicants will be contacted for an interview.

Please note we do not accept unsolicited emails or resumes from recruitment agencies.

Please note: Successful candidates will be required to complete a National Police Check as part of the pre-employment process.