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.

 What you’ll be doing: 

The Leader Operations is responsible all customer interactions, sales and servicing to Virgin Australia’s customers Groups and VA Industry Support teams. This role will also support and enable the Sales Team to be highly effective, driving revenue share growth and customer engagement while meeting business objectives.

The Leader, Operations will build and embed a high performing team culture across our Groups and VA Industry Support teams onshore and offshore. This role will call on your ability to influence peers, stakeholders and partners fostering a one team culture to deliver on our business, customer, and people successes.

Our Guest Contact Centres play a critical role in supporting our ambition to be Australia’s most loved airline and to create uplifting experiences for all. 

You’ll be great in this role if you: 

• Previous experience working within a Call Centre and/or operational team leadership and management, or experience working within travel or Airline Industry
• Fares & Ticketing knowledge (Sabre GDS Reservations and other airline systems).
• Proven experience in leading high performing teams. Ability to lead teams/operations (onshore/offshore across hours of operation
• Significant experience in developing sales solutions to business problems / initiatives
• Commitment to a high level of service standards, initiative, and personal drive
• Comprehensive knowledge of call centre drivers, dynamics, metricsm and management practices.
• Previous experience of people development and performance management practices
• Knowledge of a customer complaint management system. (Salesforce or other systems).
• Advanced PowerPoint and Excel skills for data analysis and reporting.
• Proven ability to develop and maintain relationships with a range of stakeholders
• A proven track record of effective leadership
• Highly developed planning and problem-solving skills
• Effective management ability to resolve difficult customer or team member interactions
• A Self-starter motivated and focused on outcomes with good time management

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 (including $1000 worth of travel credits per year)
• Flexible working arrangements (including work hours and work from home)
• Discounts on travel insurance, car hire, accommodation and experiences worldwide
• Discounted Virgin Australia Lounge membership
• Hospitality, retail, technology, beauty services and wellness discounts
• Wellness support, including the Converge digital wellbeing platform
• 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 is appropriate for the type of work you do and the day you have ahead of you

Equality rules:

We’re all individuals. 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.