Manager Airport Customer Experience

Additional Job Description

Challenge yourself in this dynamic leadership opportunity

Together we’ll come together to create new and unique customer experiences

Full-time shift work, Sydney based

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are.

Airports are the heart of our operation. It is here people connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircraft take off and land.

Over the years, we’ve navigated many obstacles. That’s no different today, as we work together to overcome any challenges we face.

As an Airport Customer Experience Manager (ACEM), you will be responsible for delivering the Airport Customer Service Experience through the optimisation of safety, on-time performance, employee performance as well as regulatory requirements.

You will also be responsible for the complete Customer Experience portfolio and out of business hours and as required. The role will drive a performance focussed culture by developing a high performing team and an engaged workforce. Leading, encouraging and facilitating open communication with employee on all relevant matters including managing individual and team performance against relevant performance criteria and supporting individual capability development. In addition, providing project management leadership to support key change and corporate initiatives within the Customer Service business.

You’ll have:

Highly developed people leadership skills including performance management, coaching, mentoring and development

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Ability to use discretion and maintain confidentiality

Highest standards of personal presentation and professional conduct

Demonstrated commitment to customer service excellence and continuous improvement philosophy

Commercially focused with the ability to correctly assess the impact of decisions on business outcomes

Ability to work under pressure and meet strict deadlines in a constantly changing operational environment

Proven track record of achieving KPI targets

Ability to make cost effective decisions

Proven record of successfully managing change and implementing continuous improvement activities

Demonstrated commitment to managing a safe workplace.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application.

If you’re up for achieving the impossible, register your interest and we’ll be in touch