Coaching & Capability Manager
APT Travel Group
Date: 2 days ago
City: Melbourne, Victoria
Contract type: Full time
Are you passionate about leading a team and driving high performance? We're looking for a motivated and confident Coaching & Capability Manager to join our dynamic team. If you thrive in a fast-paced environment and have a keen understanding of coaching and capability strategies, this could be the perfect opportunity for you!
About APT Travel Group
We are a world-leading travel company, passionate about helping travellers explore cultures, experience places, and connect with others, to live an enriched life. This passion, along with a profound respect for ourselves, our workmates, our customers, our community and our environment, has seen ATG establish a position as one of the world's leading travel companies.
About The Role
As the Coaching & Capability Manager, you will lead the Training and Coaching teams, driving a culture of high performance and exceptional customer service experience across our Customer Sales and Service Centre Team. You will enable team members to deliver exceptional results, shaping the way our people sell, serve, and succeed.
Key Responsibilities
At the heart of our business are our values, which guide everything we do:
If this sounds like your next adventure, submit your CV and cover letter by clicking the Apply button.
APT Travel Group is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all team members. We welcome applicants from all backgrounds and experiences, and believe that a variety of perspectives makes our team stronger.
About APT Travel Group
We are a world-leading travel company, passionate about helping travellers explore cultures, experience places, and connect with others, to live an enriched life. This passion, along with a profound respect for ourselves, our workmates, our customers, our community and our environment, has seen ATG establish a position as one of the world's leading travel companies.
About The Role
As the Coaching & Capability Manager, you will lead the Training and Coaching teams, driving a culture of high performance and exceptional customer service experience across our Customer Sales and Service Centre Team. You will enable team members to deliver exceptional results, shaping the way our people sell, serve, and succeed.
Key Responsibilities
- Deliver structured coaching and training frameworks that elevate sales, service, product, and system capability
- Enable frontline sales confidence through coaching that drives conversion, upsell, and outstanding customer experiences
- Ensure capability strategies reflect real-time business needs and sales cycles
- Identify and analyse trends and insights, using the data to inform the creation and delivery of the training programs
- Lead and energise a highly engaged and high-performing team, ensuring a focus on delivering outcomes that matter
- Actively gather user feedback and insights to continuously improve knowledge delivery
- Build tailored learning solutions that address performance trends, knowledge gaps, and product updates
- Proven success leading training and coaching teams within a high-performance sale or contact centre environment
- Experience in building coaching and capability strategies that enhance customer experience and sales results
- Strong understanding of adult learning principles and behaviour change methodologies
- Familiarity with Salesforce, knowledge management tools, and digital learning platforms
- Demonstrated ability to drive cultural change and embed coaching mindsets
- Demonstrated ability to engage and work successfully with complex stakeholder groups
- Cert IV in Training & Assessment or equivalent is desirable but not required
- Strong communication and influencing skills, with the ability to convey information clearly and concisely
- Experience our premium products through familiarisation trips
- Flexible work culture with a hybrid model
- 4 weeks of annual leave plus a bonus week
- Opportunities for giving back through our One Tomorrow Foundation
- Well-being and development programs
- Family and Friends travel discounts
- Onsite parking, close to public transport and shopping
At the heart of our business are our values, which guide everything we do:
- Genuine Service – We care deeply about the experiences we create
- Better Together – We thrive on collaboration and value all opinions
- For Tomorrow – We embrace growth and learning opportunities
- Celebrate the Moments – We love celebrating successes and fostering positivity
If this sounds like your next adventure, submit your CV and cover letter by clicking the Apply button.
APT Travel Group is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all team members. We welcome applicants from all backgrounds and experiences, and believe that a variety of perspectives makes our team stronger.
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