Customer Experience Leader South Bank QLDAre you passionate about leading people, delivering exceptional customer experiences, and driving business performance?
As the Customer Experience Leader, you will play a key role in developing a high-performing team, enhancing customer satisfaction, and supporting the ongoing success of the Travelwise business.
You will have the opportunity to coach and mentor team members, influence customer outcomes, and contribute to strategic business objectives.
This is an exciting leadership opportunity for someone who thrives in a customer-focused, people-first workplace.Travel is more than a perk at FCTG – it's part of who we are.
Travelwise exists to ensure every one of our people can experience that, with access to exceptional deals and benefits that inspire and reward.Day to day you will...Lead, inspire, and develop a high-performing customer-focused teamRecruit, induct, train, and onboard team members to build capability and engagementSet clear performance expectations and conduct regular performance and development conversationsIdentify skills gaps and coordinate ongoing learning and development initiativesCoach and mentor team members to support career growth and succession planningEnsure customers receive a consistently high standard of service across every touchpointResolve customer issues and complaints effectively while using feedback to drive continuous improvementDevelop and implement initiatives to enhance customer satisfaction and loyaltyBuild strong relationships with internal stakeholders, customers, suppliers, and business partnersOversee day-to-day administration including reporting, documentation, compliance, rostering, budgeting, and operational processesEnsure workplace health, safety, and operational procedures are understood and followedContribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thriveYou'll be perfect if you have...Demonstrated experience in a leadership, supervisory, or management roleStrong operational travel industry experience is required.
Experience with GDS and travel booking systems is preferredStrong customer service orientation with a proven ability to improve customer outcomesExperience leading, coaching, and developing team membersSound understanding of customer experience, service delivery, and stakeholder engagementStrong administrative, organisational, and planning skillsExperience managing budgets, reporting, and operational activitiesExcellent communication and relationship management skillsAbility to balance customer, commercial, and operational prioritiesQualification in Business Management or a related field (desirable)Experience using business management, reporting, or rostering systems (desirable)
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📌 Customer Experience Leader South Bank Qld (Brisbane)
🏢 Flight Centre Travel Group
📍 Brisbane