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Customer Operations Policy Advisor

Job no: 505441

Work type: Full Time

Location: Brisbane

Categories: Guest Services Agent, Product, Catering, Customer Experience, Service Culture, Guest Relations, Other Customer Experience & Product

Customer Operations Policy Advisor

  • Make a difference to enhance operations and guest experience
  • Structured training from supportive leadership team
  • Permanent full time Monday to Friday based at South Bank

The Role:

As a Customer Operations Policy Advisor, you will play a pivotal role in developing policy and standards for our Customer Service Delivery teams ensuring safety, efficiency and guest experience is in the forefront of our operation. You will also be a delegate in various projects working closely with internal stakeholders and will be responsible for supporting new customer products, services and initiatives ensuring policy is set accordingly and effectively communicated to the broader team on changes and updates.

The position is based in Brisbane Head Office in Southbank and, you will report to the Airport Policy Specialist. 

As a Customer Operations Policy Advisor, you will be responsible for:

  • Developing, communicating and implementing policy, process and procedures for Customer Service Delivery teams
  • Creating process that complements the guest experience at the airport and onboard aircraft
  • Work collaboratively with business stakeholders to execute projects and initiatives
  • Identify trends for improvement by gathering data and feedback from the frontline
  • Preparation of change management plans and risk assessments
  • Updating Manuals and Knowledge Management to reflect new policy and procedure
  • Influence projects teams to ensure the operational elements are considered and all operational impacts have been identified

What you need to be successful:

  • A genuine passion for guest & crew experience and operational efficiency
  • Demonstrated experience in a front line Guest Services role
  • Experience with Sabre Interact
  • Ability to influence and build long term stakeholder relationships
  • Exceptional administrative skills coupled with good working knowledge of MS Word, Visio and Excel software programs
  • Good problem solving skills coupled with the ability to prioritise multiple deadlines 
  • Good communication and writing skills

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

For further information about the Customer Operations Policy Advisor role, please refer to the position description.

Download File PD_1D_Customer Operations Policy Advisor.pdf

If you are ready for your next challenge and want to be a part of the Customer Service Delivery Team, then we encourage you to submit your application now!

For the health and safety of staff and guests, Virgin Australia has implemented a mandatory COVID-19 Vaccination Policy. New staff will be required to comply with the Policy which includes being vaccinated against COVID-19 prior to 31 March 2022 and providing Virgin Australia with evidence of your vaccination status

Advertised: E. Australia Standard Time

Application close: E. Australia Standard Time

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