Customer Experience Manager - Secondment
- Live your passion for developing people’s potential
- Full time, secondment opportunity for 12 months
- Based at Sydney Airport
The Role:
The position is based at Sydney Airport and, you will work closely with the Customer Operations Manager.
In this exciting and challenging role, you will be accountable for management and oversight of the customer service experience for above wing airport operations and the in-cabin experience inclusive of the following:
- Lead the customer facing team to deliver service excellence at our domestic and international operations on a shift basis.
- Accountable for a function on shift and work with the other Customer Experience Managers on duty to collectively achieve the key deliverables of safety, on-time performance, efficiency and customer service delivery.
- Lead and direct the Customer Service Delivery (CSD) team to execute a seamless operation and manage any impact to our operation daily.
- Responsible for planning ahead and ensuring the operation is set up for success for the days ahead.
- Drive high performance operational outcomes against agreed standards set by the Customer Service Delivery SLT.
- Lead and inspire our airport and cabin teams on the day to execute service excellence.
- Support individual capability through working closely with the Leader Crew Culture roles supporting the right guidance and development of our people..
What you need to be successful:
- Guest Services and Cabin Crew operational experience
- Significant experience in aviation/airline industry
- Demonstrated ability to influence and engage business leaders
- Emotional intelligence; the ability to read, monitor and understand behaviours and respond to affect positive outcomes
- Ability to drive positive customer outcomes through a large diverse workforce
- Comprehensive understanding of operations and resource management principles
- Knowledge of SEP, service procedures and guest care
What you’ll get from us:
- Great fares – domestic and international travel benefits for you, your family and your friends.
- Industry discounts – lounge membership, hotels, travel insurance, car hire, tours, and retail – you name it, we have a deal for it.
- Health and wellbeing – access to discounted fitness programs.
- Corporate health insurance – multiple offers across multiple partners to suit your individual lifestyle.
- Diverse career paths and career development.
About Virgin Australia Group
Virgin Australia Group is now embarking on an exciting new chapter in the next stage of our journey. In September 2020, US private equity firm Bain Capital acquired Virgin Australia in a $3.5 billion deal. The airline has now re-launched as a mid-market carrier with a renewed focus on small and medium sized businesses, price-sensitive corporates and premium leisure travellers. and holiday makers.
Virgin Australia has been working on a plan to set itself up for future success. The Group has worked to ramp up flying, simplified its organisational structure, confirmed plans for 25 new 737 aircraft to renew and grow the fleet, and signalled deeper investment in technology and customer experience.
Virgin Australia Group prides itself on recruiting the right people to meet the challenges ahead. No matter their role – our employees share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.
Next Steps
If you are ready for your next challenge and want to be a part of the Customer Operations Team, then we encourage you to submit your application now!
COVID-19 has kept us grounded for far too long. But we can’t ignore the impact it’s having, and will continue to have, in our industry.
At Virgin Australia, the safety and security of our people, guests and operations come first. Always. That’s why we’ve put together a comprehensive ‘Mandatory Covid-19 Vaccination Policy’.
In a nutshell, to work with us, you’ll need to comply with our (and the airport’s) rules and regulations. And be fully vaxxed.