Context :

Tigerair Australia has a vision to be the value airline of choice for all Australians and is committed to delivering the best in terms of safe, affordable and reliable air travel with friendly service. As part of the Virgin Australia Group, Tigerair plays an important role in the Group vision to change aviation for good.

About the role :

Reporting to the Melbourne Base Manager, the Cabin Crew Leader will be responsible for providing proactive and focused leadership to a large, remote customer facing cabin crew workforce whilst creating internal customer service excellence throughout the cabin crew team to motivate and deliver a high standard of customer experience on board.

Other key responsibilities will include but not limited to :

• Representing Tigerair in a fun and professional manner as our crew ensure the well-being and safety of our customers ;
• Continually coaching and developing crew to identify and grow professionally and personally ;
• Providing performance and behavioural feedback and leading the performance management and development process ;
• Meeting with crew on a regular rolling basis to discuss their development, including leading the probationary review process for crew as required ;
• Conducting courageous conversations whilst maintaining tact and professionalism ;
• Being a role model and monitoring the delivery of the Tigerair customer delivery standards and be subject matter experts in service delivery and the customer experience ;
• Maintaining familiarity with relevant Civil Aviation Legislation, aviation practices and procedures;
• Assisting other base management staff in directing and coordinating the day of operations activities for cabin crew as required ;
• Assisting with the production and distribution of education and standards material ;
• Supporting in the development of customer delivery projects, initiatives, policies, standards and procedures.
• Identifying and recognising crew who consistently deliver outstanding customer service, action customer compliments and complaints, and monitor compliance with grooming and uniform standards.

Who you are :

To be successful in this role you will have a demonstrated history of being able to coach and mentor team members, driving positive customer outcomes through a large and diverse workforce.

You will have demonstrated experience in leading a team and building a productive team environment whilst maintaining a high level of service standards, initiative and personal drive.

Your skills and experience will include :

• Demonstrated training facilitation skills and an ability to interview, counsel and performance manage as required ;
• Demonstrated understanding of Cabin Crew CAO 20.11 and CAR 217 and the required operating, safety, and professional manuals, standards and procedures as set out by Tigerair Australia and the Civil Aviation Safety Authority ;
• If you are successful and offered a position with us, you will also need to hold the following prior to commencing with us :
  • A current passport with 18 months validity, with unrestricted access to all Tigerair ports of call ;
  • A level 2 First Aid and CPR certificate ;
  • A Responsible Service of Alcohol certificate; and
• An Aviation Security Identification Card (ASIC).

Interested :

If you are looking for the next challenge in your career, have a passion to drive continuous improvement and work in a varied role with cross exposure to multiple departments within an airline group, then apply now!

Advertised : 07 May 2019 AUS Eastern Standard Time