Leader, Operations

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

 What you’ll be doing: 

Our Guest Contact Centres play a critical role in supporting our ambition to be Australia’s most loved airline and to create uplifting experiences for all. We’re proud of our incredible culture, one that’s all about collaboration, innovation, and delivering exceptional experiences.

We’re looking for a dynamic Leader to elevate our customer interactions, sales support, and servicing to new heights. You’ll play a key role in supporting our Groups and Industry Support teams, driving revenue growth, and deepening customer engagement, all while meeting our business objectives.

In this role, you’ll help amplify our already thriving onshore and offshore teams, fostering a culture of high performance, support, and success. Your ability to inspire, influence, and collaborate with peers, stakeholders, and partners will be essential as we continue to deliver on our business goals.

You’ll be great in this role if you have: 

• Experience working within a Call Centre and/or operational team leadership and management environment with a comprehensive knowledge of call centre drivers, dynamics, metrics and management practices
• Proven experience in leading high performing teams. Ability to lead teams/operations (onshore/offshore across hours of operation)
• Significant experience in developing operational solutions and sales support to business problems and initiatives
• Commitment to a high level of service standards, initiative, and personal drive
• Previous experience of people development and performance management practices
• Knowledge of a customer relationship management system. (Salesforce or other systems desirable).
• PowerPoint and Excel skills for data analysis and reporting.
• Proven ability to develop and maintain relationships with a range of stakeholders
• Highly developed planning and problem-solving skills
• Effective management ability to resolve difficult customer or team member interactions
• Fares & Ticketing knowledge (Airline GDS Reservations and other airline systems) or travel industry experience is desirable although you will have an experienced team supporting you

What you’ll get from us:

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

• Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
• Flexible working arrangements (including work hours and work from home)
• Discounts on travel insurance, car hire, accommodation and experiences worldwide
• Discounted Virgin Australia Lounge membership
• Hospitality, retail, technology, beauty services and wellness discounts
• Wellness support, including the Converge digital wellbeing platform
• A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial

Equality rules:

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

Ready to apply? We’re ready to hear from you. Apply now.