Job Description
Full time
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12h ago , from Flight Centre Travel Group
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We're excited to invite expressions of interest for a newly evolved role within our Cruise & Tour Operations team, sitting within the Customer Service team.
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This is a full-time, office-based opportunity for a highly organised and proactive individual who thrives in a fast-paced environment and enjoys bringing people, processes, and priorities together.
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As the operational link across our Cruise and Tour divisions, you will play a critical role in ensuring our customers receive an exceptional experience from the moment they book through to their travel departure. This is a varied and impactful role where you'll influence business efficiency, drive process improvements, coordinate complex operational activities, and help deliver outstanding customer outcomes.
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If you enjoy problem-solving, collaborating with multiple stakeholders, and making a meaningful impact across the business, this could be your next exciting chance.
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What you'll be doing...
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Act as the central point of coordination between Operations, Aftersales, Product, Land & Logistics, Finance, Sales and Customer Service teams, ensuring effective communication and alignment
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Oversee customer and booking administration, including documentation, payments, amendments, cancellations and system maintenance
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Coordinate customer communications and large-scale campaigns relating to booking updates, itinerary changes, service updates and operational disruptions
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Monitor operational activities to ensure customer commitments are delivered accurately, professionally and on time
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Lead the coordination of cruise and touring disruptions, working with internal teams and suppliers to minimise customer impact
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Support leadership through operational reporting, workflow coordination and follow-up of key business initiatives
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Identify and implement process improvements, operational efficiencies and cross-functional business initiatives
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Analyse operational trends,



resolve challenges proactively and recommend practical solutions that enhance customer and business outcomes
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Who You Are:
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Experience working in a fast-paced operational, travel, tourism or service-based environment
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Exceptional organisational and time management skills, with the ability to manage multiple priorities and changing deadlines
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Strong attention to detail and commitment to delivering accurate, high-quality work
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Excellent written and verbal communication skills, with the confidence to engage stakeholders at all levels
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Experience coordinating customer communications, booking administration and operational workflows
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Proven problem-solving skills with a proactive, solutions-focused approach and the ability to take ownership of challenges
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Demonstrated ability to identify opportunities for process improvement and contribute to business efficiency initiatives
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Cooperative and customer-focused mindset, with the resilience to remain calm under pressure and drive positive outcomes
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Why This Role?
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Join a high-performing Cruise & Tour team and play a key role in delivering exceptional travel experiences for thousands of customers each year. Working alongside leaders and operational experts, you'll drive efficiency, improve processes and make a real impact across the business. If you're organised, detail-oriented and thrive in a fast-paced environment, we'd love to hear from you.
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Your awesome extras...
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Catapult your career across a network of brands and businesses in an evolving industry
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Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program
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Access to industry leading health and well - being programs and financial advisors
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Set up shop in a swanky beachfront office in Broadbeach
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Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!
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Take volunteer leave as part of giving back to the local community
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Explore the world and make a difference—one customer at a time!
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📌 After Sales Consultant My Cruises (Operations) - Broadbeach, Qld (Gold Coast)
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