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General Manager, Guest Contact Centre

  • Job Number: 506363
  • Work type: Full Time
  • Location: Brisbane
  • Categories: Guest Contact Centre, All Leadership/Management

Hello. We’re Virgin Australia. And we’re back (in a big way).

We’re the airline that’s always done things a little different. Our way. The Virgin way. For us, flying is so much more than simply taking off and landing (although we understand that is quite important). It’s about going the extra mile, in the air and on the ground, to create authentic experiences that put our guests firmly at the heart of everything we do. 

What you’ll be doing:

Virgin Australia’s Guest Contact Centre strives to be a centre of excellence in delivering superior customer service, driving revenue and achieving operational efficiency.

As the General Manager of the Guest Contact Centre, you will develop and implement the Guest Contact Centre strategic plan designed to meet demands of customer whilst aligning with business priorities. Your priorities will include:

  • Developing the strategy and roadmap that extends customer contact excellence through leading strategies, technologies and practice enhancements. This will involve detailing and leading a 2-year transformation resulting in a customer-centred contact centre that’s aligned with business priorities 
  • Driving the shift to new digital channels, enabling guests to get help through their channel of choice
  • Enabling guests to self-serve online through improved steering and identifying self-serve digital investment opportunities
  • Defining the next generation of service at Virgin Australia; ensuring a focus on outstanding service with Virgin Flair while driving improvements in cross-skilling, value generation and end-to-end processes
  • Drive strong performance outcomes including guest promotorship, first contact resolution and productivity. This will be done through the management, implementation and continuous refinement of the Guest Contact Centre quality framework
  • Optimise resourcing plan to ensure SLA’s on wait times are consistently met/improved
  • Drive service enhancement by analysing trends and developing strategies to support identified opportunities.   
  • Managing relationship with business process outsourcing provider on behalf of VA and Velocity

Who we’re looking for:

  • A proven industry leader who is known for inspiring leadership, forward thinking and ability to deliver.
  • Executive management experience within organisation that supports a significant (2 million plus) customer group through multi-channel communications (airline or B2C services)
  • Can strategically and implement initiatives in a way that delivers on business objectives
  • Has proven success in anticipating and interpreting market changes
  • Possess excellent communication skills demonstrated at Board/C-suite level, with the ability to distil, explain and demonstrate commercial outcomes
  • Have the proven ability to drive cultural change as part of a team

What you’ll get from us

This is a fantastic opportunity to directly impact our Guests experience and Virgin Australia’s success. Also, 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)
  • Short & long term incentive scheme
  • Flexible working arrangements (including work hours and work from home)
  • Discounts on travel insurance, car hire, accommodation and experiences worldwide


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.

Ready to apply?

We’re ready to hear from you. Apply now.

  • Advertised: E. Australia Standard Time
  • Applications close:

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