Job Description

Hello. We’re Virgin Australia, and we’re looking for Guest Assistance Team Members to join our team.

We’re the airline that’s always done things a little different. Our way. The Virgin way. We go the extra mile, in the air and on the ground, to create wonderful experiences that put our guests firmly at the heart of everything we do. And we need you (and your vibe) to help our guests with specific requirements.

Who we’re looking for:

The bright, brilliant faces who show the best of who we are to our guests with visible disabilities, non-visible disabilities, and other specific assistance requirements. Experts in down-to-earth customer service. Naturally caring and empathetic. Physically strong and fit. Ambassadors for everything that makes Virgin Australia great.

Travelling can be challenging at times. You will be the superstar that provides additional assistance to guests who have specific requirements.

What you’ll be doing:

• Being the face of our dedicated Guest Assistance Team, a very important and essential part of our guests’ travel experience
• Helping our guests with visible disabilities, non-visible disabilities, and other specific mobility and assistance requirements. You will guide and take them through their pre-boarding experience to their departure gates, and assist with collection by their loved ones or support person
• Ensuring sufficient Ground Support Equipment (e.g. wheelchairs) are available for our guests the day ahead of their travel
• Taking the step challenge every day! You will walk on average 20,000 – 30,000 steps a day, while physically lifting some guests in and out of wheelchairs and pushing their wheelchairs to their departure gates
• Transporting guests who need help with mobility through the terminal in our buggies and ensuring they get to their departure gates on time
• Helping passengers in the event of flight disruptions and cancellations, to ensure they have a positive experience
• Helping guests board flights, and completing other general arrival and departure tasks
• Identifying opportunities to improve processes to enhance guest experience
• Ensuring all our guests feel comfortable, respected and looked after
• Supporting our Guest Service Agents where required and appropriate

You’ll be great in this role if you have:

• Both customer service experience and experience working in a physical, manual handling job, or;
• Worked with people with disability or specific requirements and you’re able to build rapport with guests and their families or;
• Studied physical movement or health fields i.e. physio, Occupational Therapy etc., and have a genuine desire to support our guests with visual and non-visible disabilities

In addition you will need:

• Unrestricted working rights in Australia
• To be physically fit, able and capable (you can easily lift 25kgs and walk 20,000 – 30,000 steps per day) - you have previously had a physical job
• A current, unrestricted Australian Drivers Licence
• To be able to pass a pre-employment physical assessment and drug and alcohol check
• To be available for a rotating shift roster (including early starts, late finishes, weekends, public holidays and peak periods).

What you’ll get from us:

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 (plus a $1000 Virgin Australia travel credit every year)
• Generous annual leave allowance
• Plenty of opportunities for career progression
• Extensive training
• ‘Virgin Flair’ recognition program with ability to earn Velocity Points for achievements
• Family friendly policies
• Free onsite physio
• Full uniform
• Discounted corporate health insurance
• Free airport parking while on duty
• And a lot more...

Equality rules:

You might end up wearing our uniform, but underneath you’re all individuals. We love that. And want you to be yourself. Whoever that is. That’s why we encourage applications from Indigenous Australians, those of you with disabilities, people from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our rich, diverse family.

Ready to apply?

Read everything carefully, get your CV and references ready, fill out the application and submit it online. Please note, no Cover Letter is required.