Centre of Excellence Lead, Customer

Virgin Australia Group; Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Discounted flights for you and family

Hybrid work style

South Bank head office location

Travel and lifestyle discounts

Job summary

Virgin Australia Group in Brisbane is seeking a senior leader for our Customer Operations Contact Centres to run a large specialist operation across Australia and the Philippines, accountable for people, service and performance.

You will lead premium servicing for our highest value guests and members, manage Guest and Member Care, and collaborate with Airports and specialist teams to resolve issues in real time, ensuring exceptional experiences across journeys.

Qualifications

• Proven leadership of large contact centre teams across multiple locations.
• Experience building service cultures and improving eNPS.
• Ability to drive improvements using data and customer insights.

Responsibilities

• Lead a large specialist operation across Australia and the Philippines.
• Oversee premium servicing for high-value guests and members.
• Coordinate with Airports and specialist teams to resolve issues in real time.
• Embed service culture and coach teams to deliver best-in-class service.

Skills

Contact centre leadership

People development

Omnichannel experience

Stakeholder management

Education

Business or leadership qualification

Tools

Sabre

Genesys

Salesforce

Job description

We’re the airline that dares to be different, bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower.

At Virgin Australia, we’re on a mission to be Australia’s most loved airline, for our people, our guests and our owners and we’re looking for passionate talent to help take us even higher.

We’re vibrant, authentic and unapologetically human. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and a whole lot of heart. If you’re excited by meaningful work, real opportunities to grow, and a culture where you can genuinely make a difference, you’ll feel right at home with us

What you’ll be doing and your impact:

Our ambition is to be Australia’s most loved airline and loyalty program, creating experiences our guests, members and people love. In this new role within our Customer Operations Contact Centres, you’ll lead a large specialist operation across Australia and the Philippines, accountable for people, service and performance.

Your remit spans premium servicing for our highest value guests and members, including the Virgin Australia Beyond, Platinum Plus and Platinum communities, VIPs and business customers. You’ll also lead Guest and Member Care, helping guests and members get the support they need throughout their journey. This includes specialist bookings, accessibility and mobility support, medical clearance coordination and travel with assistance animals. Your teams will work closely with Airports to resolve issues in real time and coordinate care in the moments that matter.

In this role, you’ll:

• Champion your people through visible leadership, development and engagement initiatives, while holding onshore leaders, teams and offshore partners accountable for performance.
• Shape and deliver proactive, personalised servicing for our most valued guests and members supporting premium customers and communities, partnering with Velocity, Airline and Service Design teams to connect experiences across their journey.
• Embed Heartbeat, Virgin Australia Group’s service culture program, through coaching, recognition and everyday service behaviours, empowering teams to resolve and recover with care.
• Own service levels, quality and customer outcomes, building relationships directly with guests and members and leaning in to support sensitive interactions with Airports, Customer Advocacy and specialist teams.
• Use customer and frontline insights to drive continuous improvement, reduce transfers and repeat contacts, and support adoption of messaging, digital tools and AI.

You’ll be great in this role if you:

• Bring substantial contact centre leadership experience, with a track record of delivering results through large teams across multiple locations and offshore partners.
• Have built performance and service cultures in a centre of excellence, developing leaders and improving engagement and employee Net Promoter Score (eNPS).
• Demonstrate improvements in service levels, quality, productivity and customer Net Promoter Score (NPS) through data and continuous improvement.
• Have improved premium and specialist customer experiences through sound judgement, empathy and accessible, inclusive service.
• Build direct guest and member relationships and act as the voice of the customer, influencing senior stakeholders across airline and loyalty teams.
• Bring omnichannel experience across voice, messaging and digital channels, including leading people through technology and service changes.
• Bring experience in people development, performance management and employee practices in a workforce covered by an Enterprise Bargaining Agreement (EBA).
• Bring relevant business or leadership qualifications, or equivalent experience. Aviation, travel, loyalty or specialist assistance experience and familiarity with Sabre, Genesys or Salesforce are highly regarded.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins:

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQIA+ community, and anyone else who wants to join our family.