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.

The role:

Reporting to the SME Sales Manager, the Customer Resolution Specialist will focus on ensuring member satisfaction by investigating and resolving customer inquiries and potential complaints efficiently and effectively. You’ll be responsible for triaging incoming complaints, analysing data to identify trends, and maintaining accurate records to support continuous improvement.

In this position, you will play a vital role in supporting sales team members, enhancing their efficiency, and collaborating with account managers and other teams to develop and implement standard processes.

In addition, you will:

• Plan, create, and deliver team training programs while fostering skill development through coaching and feedback.
• Investigate and resolve member complaints and inquiries with efficiency and professionalism.
• Collaborate with account managers, technical experts, and support teams to develop standardised processes and workflows
• Serve as the primary contact for managing complex customer complaints and escalations.
• Facilitate and participate in complaint resolution meetings with internal and external stakeholders to share insights and drive solutions.
• Engage with members to deliver tailored solutions, ensuring satisfaction and fostering loyalty.
• Review Voice of Customer Feedback Surveys and other customer feedback channels to recommend improvements.
• Maintain accurate records of complaints and track trends to highlight gaps in processes, systems, or knowledge.

What you need to be successful:

• At least 3 years of experience in customer dispute resolution (desirable).
• Highly developed customer service skills and advanced communication skills (written, oral, and presentation).
• Analytical problem-solving and conflict-resolution skills at an advanced level.
• Adaptive mindset and ability to drive out a meaningful pathway for internal and external stakeholders.
• Proficient in building and maintaining relationships with key clients and stakeholders.
• Strong background in developing and executing strategic sales plans.
• Expertise in identifying and capitalising on new business opportunities.
• Strong analytical and problem-solving abilities, with demonstrated experience to assess complex business challenges and develop solutions that drive value
• Strong understanding of market trends, industry dynamics, and competitive landscapes.
• Sound knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook).

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)
• 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
• A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
• ‘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.