16th September 2026 By Staff Reporter | news@tourismticker.com | @tourismticker
He whakamārama mo te tūranga mahi | About the role:
The Travel Centre team plays a key role in driving Great Journeys revenue growth, increasing the conversion of our unique rail tours, events and packages business by effectively managing global customer enquiries and turning sales opportunities into confirmed bookings through a structured sales funnel and pipeline.
The Senior Travel Centre Specialist is a hands-on, results driven role responsible for leading the team to improve the conversion of B2C and B2B tours, events and packages enquiries, supporting consistent follow-up and helping customers move successfully through the sales process.
The role will assist the team and manage a broad range of customer enquiries, bookings, amendments and refunds, with a strong focus on growth by understanding customer needs, providing accurate and timely information, and increasing the proportion of enquiries that result in converted bookings. This includes consistent outbound following up to pursue open enquiries, quotes and incomplete bookings, identifying barriers to conversion and helping customers confidently complete their travel arrangements.
As a senior specialist, the role will support the Travel Centre Manager by providing day-to-day performance insights, sharing product and systems knowledge, coaching colleagues and helping lift booking, customer service and conversion capability across the team. The role does not have formal people management responsibilities but is expected to role-model sales pipeline best practice through enquiry management, customer follow-up and conversion.
The role will also support the development of clearer performance reporting, including enquiry volumes, conversion rates, outbound activity and overall booking performance. It will use these insights to identify and make recommendations to improve customer processes, team practices and overall Travel Centre performance.
The role will remain closely involved in booking administration and customer servicing. It will help streamline booking processes, system improvements and the use of CRM, and support the transition from a largely end-to-end Travel Centre model to a more integrated inside sales all-of-Passenger approach that enables enquiries and bookings to be managed efficiently across the wider Passenger business.
As a Travel Centre subject matter expert, the role will also provide customer, product and process insights to the wider passenger team as required. This would most frequently involve the Tour Operations and Marketing teams.
The role will support our Customer Contact Centre and station activity when required, including check-in, customer disruptions which could include work outside of normal office hours.
Key accountabilities include:
For further details and to view the position description and to apply for this role, please go to: https://careers.kiwirail.co.nz/job-invite/13813/
