About Flight Centre Travel Group
Flight Centre Travel Group is one of the world’s largest travel companies with over 12,000 employees globally - who we call ‘Flighties’. With over thirty brands under our family tree and headquarters in more than twenty countries, our roles are diverse and our opportunities are endless. When, we say we’re a great place to work, we have the proof to back it up. Over the past 12 years we’ve been voted a ‘Great Place to Work’ including one of the Best Workplaces for Wellbeing and Best Workplaces for Women. Together, we live and breathe our number one philosophy, our people, and turn up each day driven by our purpose to open up the world for those who want to see. Put simply, we’re a bunch of travel lovers looking for more travel lovers to join our family.
ABOUT THE OPPORTUNITY
Join us as a Customer Experience Specialist - PD role where you'll play a pivotal part in delivering exceptional customer outcomes by resolving complex escalations and supporting seamless supply chain operations. This role sits at the heart of stakeholder collaboration, working closely with operational, logistics, contact centre, and supply teams to drive timely resolutions and improve customer experiences. You'll have the opportunity to influence process improvements, identify root causes, and help strengthen service standards that protect customer satisfaction and brand reputation. If you're a proactive problem solver who thrives in a fast-paced environment, this is an exciting opportunity to make a meaningful impact.
KEY RESPONSIBILITIES
- Handle escalated cases from the contact centre, ensuring timely and accurate resolution.
- Investigate complex supply chain issues and coordinate solutions across multiple departments.
- Provide guidance and support to frontline agents on processes and customer queries.
- Act as a key liaison between Supply Operations and stakeholders.
- Communicate updates, resolutions, and insights clearly and professionally.
- Build strong relationships with internal teams to facilitate smooth operations.
- Monitor high-priority cases and drive timely, customer-focused outcomes.
- Maintain clear and consistent communication with stakeholders across the business.
- Identify recurring issues, analyse root causes, and recommend process improvements.
- Use CRM systems and BI reporting tools to manage cases, track resolutions, and maintain accurate records.
- Prepare reports on escalations, trends, and root causes for leadership review.
- Ensure data accuracy and compliance with operational standards.
- Contribute to initiatives that improve triaging accuracy and reduce escalations.
- Share feedback and insights to enhance operational workflows and customer experience.
- Support training and knowledge-sharing initiatives within contact centre teams.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
EXPERIENCE & QUALIFICATIONS
- 2 to 3 years' experience in customer service or supply chain environments.
- Experience handling escalated customer or operational cases.
- Strong verbal and written communication skills.
- Experience using CRM systems such as Salesforce.
- Experience using BI reporting tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, problem-solving, and attention-to-detail skills.
- Tertiary qualification in a relevant field.
- Advanced relationship-building, collaboration, communication, leadership, and problem-solving skills.
- Customer-centric mindset with strong business acumen and time management capability.
Our award-winning work perks
- Flexible/hybrid working model - a mix of remote and office work.
- Discounted travel for family and friends - booked by our in-house travel team – as part of Flight Centre Travel Group, you have access to industry rates and discounts for you and your friends and family.
- Career progression – as part of Flight Centre Travel Group with a global brand network spanning 30+ brands and 20+ countries you are empowered to create clear career pathways and have access to the training and support needed to achieve your goals.
- Fun culture with industry-renowned social events (think monthly award nights, global conferences, end-of-financial year balls + more).
- Plus so much more (company-matched charitable giving, excellent pension scheme, an active hour each week etc.)
Flight Centre Travel Group (FCTG) is one of the worlds' largest travel networks with over 32 brands in 95 countries.
