Future Team Leader
TheFuture Team Leader (FTL) – AU Air Concierge Teamis a key leadership support role within the Cruise team.
This position assists the Air Team Leader in the day-to-day leadership, performance, and operational delivery of the support functions.
This role is responsible for supporting a high-performing, phone-based customer service team specializing in cruise aftersales, upgrades, cancellations, retail and trade support, and end-to-end customer care for one of Australia's premier charter cruise programs.
The FTL plays a hands-on role in coaching, upskilling, and supporting consultants while also actively handling customer interactions across all CAS functions when required.
What you'll do:
Leadership & Team Support
Support the Air Team Leader with day‐to‐day team operations
Provide on‐the‐floor coaching, mentoring, and escalation support
Assist with onboarding, training, and ongoing team development
Monitor service quality, productivity, and customer experience standards
Manage escalations for complex customer queries and issues
ZEN & assigning management
Customer Service & Operations
Handle inbound and outbound customer calls across Air functions
Support upgrades, amendments, cancellations, and booking enquiries
Deliver high‐quality service to retail and trade customers
Apply policies, fare rules, and cruise product knowledge accurately
Cross-Team Support
Provide support across broader Cruise After Sales functions when required
Assist with overflow queues, peak periods, and operational demands




Performance & Culture
Champion a high-performance, customer-first team culture
Support continuous improvement initiatives
Model company values and professional service standards
Who you are:
2+ years' experience in travel, with strong Air knowledge and booking expertise
Proven leadership skills, with the ability to coach, mentor, and drive team performance
Track record of achieving sales targets and operational KPIs
Confident managing complex air itineraries, disruptions, and escalations end-to-end
Strong communicator who can engage stakeholders and inspire teams
Highly organised, able to prioritise in a quick-paced, changing environment
Proactive, solutions-focused with sound decision-making skills
Detail-oriented, ensuring accuracy, compliance, and consistency in air processes
Resilient under pressure, with a customer-first mindset
Passionate about developing others and building high-performing teams
Your awesome extras...
? Ongoing skills development
? Catapult your career across a network of brands and businesses in an evolving industry
✈️ Say no to full price!
Nab discounts on travel and more thanks to our sweet rewards program
?⚕️ Access to industry leading health and well - being programs and financial advisors
? Set up shop in a swanky beachfront office in Broadbeach,
?? Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!
?? Take volunteer leave as part of giving back to the local community
#LI-KP1#IGNT#LI-Onsite

📌 Future Team Leader Au Air Team - Broadbeach, Qld (Gold Coast)
🏢 Ignite
📍 Gold Coast