Customer Experience Leader - South Bank, QLD
Core
Lead and develop a high-performing customer-focused team to enhance customer satisfaction and drive business performance for the Travelwise business.
Role type
Senior Customer Experience Leader / Team Manager
Builds
Customer service operations and team capability within the travel industry
Domain
Travel industry / Customer Experience
Deliverable
product features
Required skills
Team leadership and development, Operational travel industry experience, Customer service management, Stakeholder engagement, Budget and operational management, Performance management
Preferred skills
GDS and travel booking systems experience, Business Management qualification, Business management systems experience
Responsibilities
Lead, inspire, and develop a high-performing customer-focused team; Recruit, induct, train, and onboard team members; 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; Oversee day-to-day administration including reporting, documentation, compliance, rostering, budgeting, and operational processes
Seniority
Senior, hands-on IC with team leadership