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:

Reporting to the Centre of Excellence Leader, Customer, you’ll lead, coach and develop our onshore specialist teams within Customer Operations Contact Centres. You’ll champion your people and customers while taking accountability for daily team performance, engagement and service quality, helping bring our ambition to be Australia’s most loved airline and loyalty program to life.

Your teams support premium guests and members, including the Virgin Australia Beyond, Platinum Plus and Platinum communities, VIPs and business customers. They also deliver Guest and Member Care, helping people get the support they need throughout their journey, including specialist bookings, accessibility and mobility support, medical clearance coordination and travel with assistance animals. As a visible, hands-on leader, you’ll engage directly with customers, support Airports in real time and work with offshore partners to coordinate care and resolution.

In this role, you’ll:

• Own daily team results across service levels, quality, productivity and customer outcomes, identifying gaps and following improvement actions through to completion.
• Coach through regular one-to-ones, interaction reviews, feedback and development plans, recognising strong performance and addressing underperformance promptly and fairly.
• Build engagement and service culture through team huddles, recognition and action on feedback, embedding Heartbeat, Virgin Australia Group’s service culture program, in everyday behaviours.
• Build relationships directly with guests and members, take ownership of complex customer concerns, and coordinate sensitive or urgent cases with Airports and specialist teams.
• Work with Workforce Planning, Learning, Business Enablement and offshore partners to manage daily priorities, maintain clear handovers and help teams adopt messaging, digital tools and service changes.
• Use customer feedback and performance data to improve first-contact resolution, reduce repeat contacts and escalate recurring issues to the Centre of Excellence Leader and improvement teams.

You’ll be great in this role if you:

• Bring proven contact centre team leadership experience, with a record of coaching people and delivering measurable improvements in operational performance and customer experience.
• Have improved team engagement and employee Net Promoter Score (eNPS) through visible leadership, meaningful recognition and follow-through on team feedback.
• Use service, quality and productivity data alongside customer Net Promoter Score (NPS) to identify coaching needs, set clear expectations and hold people accountable.
• Confidently handle sensitive customer conversations and service recovery, building trust with premium guests and members and supporting people with accessibility or other additional needs.
• Bring omnichannel experience across voice, messaging and digital channels, and work effectively with internal stakeholders and offshore partners.
• Apply fair and consistent people development, performance management and employee practices in a workforce covered by an Enterprise Bargaining Agreement (EBA), with strong organisation, communication and problem-solving skills.
• Bring a Certificate IV, Diploma or relevant qualification in business or leadership, or equivalent experience. Aviation, reservations, fares and ticketing experience, plus familiarity with Sabre, Genesys or Salesforce, will be 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 LGBTQI+ community, and anyone else who wants to join our family.

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