At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive business performance.
- Company: Join Travelwise, where travel is part of our culture and passion.
- Benefits: Enjoy great travel perks, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive, inclusive environment where everyone can thrive.
- Why this job: Make a real impact by enhancing customer satisfaction and mentoring future leaders.
- Qualifications: Leadership experience in the travel industry and strong customer service skills are essential.
The predicted salary is between 66150 - 80850 $ per year.
Customer Experience Leader South Bank QLD
Are 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 environment.
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 team
- Recruit, induct, train, and onboard team members to build capability and engagement
- Set clear performance expectations and conduct regular performance and development conversations
- Identify skills gaps and coordinate ongoing learning and development initiatives
- Coach and mentor team members to support career growth and succession planning
- Ensure customers receive a consistently high standard of service across every touchpoint
- Resolve customer issues and complaints effectively while using feedback to drive continuous improvement
- Develop and implement initiatives to enhance customer satisfaction and loyalty
- Build strong relationships with internal stakeholders, customers, suppliers, and business partners
- Oversee day-to-day administration including reporting, documentation, compliance, rostering, budgeting, and operational processes
- Ensure workplace health, safety, and operational procedures are understood and followed
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive
You’ll be perfect if you have...
- Demonstrated experience in a leadership, supervisory, or management role
- Strong operational travel industry experience is required. Experience with GDS and travel booking systems is preferred
- Strong customer service orientation with a proven ability to improve customer outcomes
- Experience leading, coaching, and developing team members
- Sound understanding of customer experience, service delivery, and stakeholder engagement
- Strong administrative, organisational, and planning skills
- Experience managing budgets, reporting, and operational activities
- Excellent communication and relationship management skills
- Ability to balance customer, commercial, and operational priorities
- Qualification 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 in Brisbane employer: Flight Centre Travel Group
At Flight Centre Travel Group, we pride ourselves on being an inclusive employer that fosters a unique team culture, recognised as a Great Place To Work®. Our commitment to employee development is evident through tailored learning pathways and access to extensive resources like LinkedIn Learning. With exclusive staff discounts, travel perks, and a strong focus on mental health and corporate social responsibility, we offer a rewarding environment for Commercial Analysts looking to grow their careers in the dynamic travel industry.
Contact Details:
Flight Centre Travel Group Recruitment Team
