Future Team Leader AU Air Team - Broadbeach, QLD

Apply now Refer a friend Job no: 531467
Brand: Ignite
Work type: Full time
Location: Queensland
Categories: Sales and Customer Service

 

Future Team Leader 

The Future Team Leader (FTL) – AU Air Concierge Team is a key leadership support role within the Cruise team. This position assists the Air Team Leader in the day-to-day leadership, performance, and operational delivery of the support functions.

This role is responsible for supporting a high-performing, phone-based customer service team specializing in cruise aftersales, upgrades, cancellations, retail and trade support, and end-to-end customer care for one of Australia’s premier charter cruise programs. The FTL plays a hands-on role in coaching, upskilling, and supporting consultants while also actively handling customer interactions across all CAS functions when required.

 

What you'll do: 

Leadership & Team Support

  • Support the Air Team Leader with day‑to‑day team operations
  • Provide on‑the‑floor coaching, mentoring, and escalation support
  • Assist with onboarding, training, and ongoing team development
  • Monitor service quality, productivity, and customer experience standards
  • Manage escalations for complex customer queries and issues
  • ZEN & assigning management

 

Customer Service & Operations

  • Handle inbound and outbound customer calls across Air functions
  • Support upgrades, amendments, cancellations, and booking enquiries
  • Deliver high‑quality service to retail and trade customers
  • Apply policies, fare rules, and cruise product knowledge accurately

Cross-Team Support

  • Provide support across broader Cruise After Sales functions when required
  • Assist with overflow queues, peak periods, and operational demands

Performance & Culture

  • Champion a high-performance, customer-first team culture
  • Support continuous improvement initiatives
  • Model company values and professional service standards

 

Who you are:

  •   2+ years’ experience in travel, with strong Air knowledge and booking expertise
  •   Proven leadership skills, with the ability to coach, mentor, and drive team performance
  •   Track record of achieving sales targets and operational KPIs
  •   Confident managing complex air itineraries, disruptions, and escalations end-to-end
  •   Strong communicator who can engage stakeholders and inspire teams
  •   Highly organised, able to prioritise in a fast-paced, changing environment
  •   Proactive, solutions-focused with sound decision-making skills
  •   Detail-oriented, ensuring accuracy, compliance, and consistency in air processes
  •   Resilient under pressure, with a customer-first mindset
  •   Passionate about developing others and building high-performing teams

 

 

Your awesome extras...

 📚 Ongoing skills development

🚀 Catapult your career across a network of brands and businesses in an evolving industry

 ✈️ Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program

👩‍⚕️ Access to industry leading health and well - being programs and financial advisors

🌴 Set up shop in a swanky beachfront office in Broadbeach,

💃🏿 Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!

👐🏻 Take volunteer leave as part of giving back to the local community

#LI-KP1#IGNT#LI-Onsite

 

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

Applications close:

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