About the Opportunity
Are you an experienced travel professional who thrives on solving complex customer issues and influencing positive outcomes?
As a Consumer Risk Manager within the Customer Care team, you will play a critical role in resolving customer disputes, protecting customer relationships, and restoring confidence in Flight Centre Travel Group.
You'll investigate escalated matters, provide balanced risk assessments, and work closely with internal and external stakeholders to achieve fair, commercial, and customer-focused outcomes.
This is an opportunity to combine your travel industry expertise, commercial acumen, and negotiation skills in a dynamic and rewarding environment.
What you will do:
Investigate and manage customer disputes with the objective of retaining customers and restoring consumer trust
Provide skilled, honest, and personable communication to customers throughout the dispute resolution process
Maintain a strong customer focus while balancing business and commercial considerations
Conduct thorough investigations and maintain accurate records within required timeframes
Assess risk and provide balanced recommendations that support both customer outcomes and business objectives
Utilise travel industry knowledge, financial understanding, and available resources to resolve matters effectively
Build and maintain strong relationships with internal stakeholders, suppliers, regulators, and industry partners
Manage conflicting priorities and stakeholder expectations using diplomacy and sound judgement




Represent FCTG in consumer tribunals and lower courts when required
Respond to compliance requests from consumer regulators, enforcement agencies, and other external entities
Identify opportunities to improve policies and processes that impact customer experience and risk exposure
Support ongoing education and empowerment of retail consultants regarding compliance and customer care best practice
What you will need:
Minimum 5 years' experience within the travel industry, ideally in a customer-facing role - leadership an advantage
Comprehensive understanding of the travel industry supply chain, fares and ticketing rules, booking terms and conditions, and travel agency operations
Basic understanding of compliance obligations within a retail travel agency environment
Previous dispute resolution experience is highly regarded but not essential
Advanced communication, negotiation, stakeholder management, and problem-solving skills
Ability to work autonomously while collaborating effectively within a team environment
Strong personal integrity, resilience, professionalism, and customer-centric mindset
Ability to travel interstate for store visits as required
What you'll Enjoy:
Salary: Base of $93,707 + incentives + super
** Please advise your leader before applying **
Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.

📌 Consumer Risk Manager (Queensland)
🏢 Flight Centre
📍 Queensland