Job Description

Are you passionate about leading people, delivering exceptional customer experiences, and driving business performance? As the Customer Experience Leader, you will play a key role in developing a high-performing team, enhancing customer satisfaction, and supporting the ongoing success of the Travelwise business. You will have the opportunity to coach and mentor team members, influence customer outcomes, and contribute to strategic business objectives. This is an exciting leadership opportunity for someone who thrives in a customer-focused, people-first environment.

Travel is more than a perk at FCTG – it’s part of who we are. Travelwise exists to ensure every one of our people can experience that, with access to exceptional deals and benefits that inspire and reward.

Day to day you will...

• Lead, inspire, and develop a high-performing customer-focused team
• Recruit, induct, train, and onboard team members to build capability and engagement
• Set clear performance expectations and conduct regular performance and development conversations
• Identify skills gaps and coordinate ongoing learning and development initiatives
• Coach and mentor team members to support career growth and succession planning
• Ensure customers receive a consistently high standard of service across every touchpoint
• Resolve customer issues and complaints effectively while using feedback to drive continuous improvement
• Develop and implement initiatives to enhance customer satisfaction and loyalty
• Build strong relationships with internal stakeholders, customers, suppliers, and business partners
• Oversee day-to-day administration including reporting, documentation, compliance, rostering, budgeting, and operational processes
• Ensure workplace health, safety, and operational procedures are understood and followed
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

You'll be perfect if you have...

• Demonstrated experience in a leadership, supervisory, or management role
• Strong operational travel industry experience is required. Experience with GDS and travel booking systems is preferred
• Strong customer service orientation with a proven ability to improve customer outcomes
• Experience leading, coaching, and developing team members
• Sound understanding of customer experience, service delivery, and stakeholder engagement
• Strong administrative, organisational, and planning skills
• Experience managing budgets, reporting, and operational activities
• Excellent communication and relationship management skills
• Ability to balance customer, commercial, and operational priorities
• Qualification in Business Management or a related field (desirable)
• Experience using business management, reporting, or rostering systems (desirable)

What’s in it for you?

🙋🏾‍♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd

🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more

🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more

💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within

🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym

🌞Mental Health: Support and Employee Assistance Program for staff and family

🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)

🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment

Location: Onsite role based in South Bank head office, QLD

Hours: Monday to Friday standard office hours

Please Note: applications can only be considered from candidates who are based in Brisbane without working restrictions. Remote working options are not available for this position.