Customer Service Manager – Queenstown Location: Frankton, Queenstown Applications close: 25 November Annual pay – 60,000-66,000 gross per annum Fulltime, Permanent, 40 hours per week Drive unforgettable travel experiences with Travvia. Travvia is home to iconic travel brands like JUCY and Star RV, and we’re passionate about creating memorable experiences for everyone, every time. We’re looking for an experienced and people-focused Customer Service Manager to lead our Queenstown branch’s front-of-house operations inspiring a team that delivers exceptional service and unforgettable journeys for every traveller. About the Role As our Customer Service Manager, you’ll lead the Customer Service Team at our Queenstown branch, ensuring smooth day-to-day operations and a seamless customer experience from the first interaction to the end of every adventure. You’ll be responsible for: • Leading, motivating, and developing the Customer Service Team to deliver outstanding, consistent service. • Overseeing front-of-house operations, including vehicle presentation, handovers, and on-road support. • Managing customer feedback and complaints with empathy and professionalism, ensuring timely and effective resolutions. • Developing and reviewing policies, programs, and procedures related to customer relations, service delivery, and branch operations. • Ensuring operational efficiency and workflow excellence within customer service and call centre functions. • Providing direction, coaching, and constructive feedback to team members, and actively supporting recruitment and onboarding. • Planning and implementing after-sales service programs to follow up on customer satisfaction, monitor vehicle performance, and enhance service quality. • Liaising closely with other departments, service agents, and customers to identify needs, address concerns, and exceed customer expectations. • Driving NPS, CSAT, and customer loyalty metrics to exceed branch targets. • Supporting branch management with scheduling, resourcing, and continuous improvement initiatives. • Maintaining compliance with Health & Safety standards and Travvia policies. About You You’re a confident, hands-on leader with a passion for people, travel, and creating memorable customer experiences. You thrive in fast-paced environments, stay calm under pressure, and love the energy of working in one of New Zealand’s busiest tourism destinations. You’ll bring: • Minimum 3 years’ experience in the vehicle rental industry (motorhome or car rental preferred). • Minimum 3 years’ experience in a customer service leadership role. • Minimum 3 years’ people management experience preferred, including performance coaching and team development. • Strong understanding of customer service excellence, complaint management, and service recovery. • Experience using systems such as RCM and Employment Hero (EH) preferred. • Strong communication and interpersonal skills — confident engaging with both domestic and international customers. • Proven ability to manage multiple priorities, especially during peak tourism seasons. • Excellent organisational and time management skills. • A collaborative leadership style that builds trust and accountability. • Full driver’s license (essential for vehicle movement and customer support). • Minimum qualification: High school completion • Secondary language skills (such as Mandarin, German, French, Portuguese or Spanish) are a strong advantage in our global customer base. • Availability to work across a 7-day roster, including weekends and public holidays Why Join Travvia? At Travvia, our people are the heart of everything we do. We live our values every day: • Open hearts and open minds • Without us we are nothing • We live and breathe adventure • Our own journey will never end You’ll be joining a passionate team that thrives on adventure, teamwork, and creating incredible travel memories. This is an opportunity to lead in one of New Zealand’s most iconic destinations and make a real impact on how our customers experience Travvia. Ready to Apply? Submit your application by 4th December 2025. Join Travvia — and help our customers create memories that last a lifetime.