Be a part of one of the best-rated travel companies in Australia / NZ. RatPack Travel was established in 2016 and has become one of the best-rated travel agencies in Australia, specialising in campervan and motorhome hire across Australia and New Zealand for customers all over the world.

We're creating a brand new role and bringing in someone to take ownership of our terms, our operator agreements and the way our processes work across the whole booking journey. If you're analytical, comfortable with contracts and consumer law, and you like the idea of building something from scratch, this one's for you.

Hours

Full-time, 38 hours per week. Monday to Friday, standard office hours (details to be confirmed with the successful candidate). Based on-site at our Byron Bay office.

What's the culture like?

Our team is driven to take RatPack to the next level.

Service is at the heart of everything we do, and we've built a 5-star reputation on it. This role exists to protect that as we scale - keeping our terms clear and fair for customers, our operator relationships strong, and our processes sharp as our products and partnerships grow.

What does the role involve?

- Reviewing and benchmarking our customer terms and conditions against competitors, operators and Australian Consumer Law
- Mapping our operator agreements: liability, damage, excess, cancellations, refunds and closing the gaps




- Assessing risk across the whole booking chain, from first enquiry through to post-trip support
- Analysing performance across departments, finding the underlying cause behind recurring issues, and building improvement plans for each area
- Designing revised procedures and workflows, defining the metrics we run on, and helping the teams adopt both
- Writing analysis and options papers for the Directors, and briefing our external lawyers when something needs a legal opinion

What do we need from you?

- Full working rights in Australia
- A degree at bachelor level or above in law, commerce, business or something closely related
- Experience analysing commercial terms, contracts or regulatory obligations, and turning that into written recommendations for senior decision-makers
- Working knowledge of Australian Consumer Law, ACCC guidance and fair trading obligations as they apply to consumer bookings
- Robust analytical skills across different parts of a business, and the writing to turn findings into papers owners will make decisions from
- Confidence dealing with operators, partners and our own team at every level

Nice to have:

- Experience in travel, tourism, vehicle hire or another consumer-facing booking business
- Experience reviewing contracts across a supplier or agency network

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📌 Organisation and Methods Analyst (Byron Bay)
🏢 RatPack Travel
📍 Byron Bay