About Virgin Australia Group :

Virgin Australia Group is now embarking on an exciting new chapter in our journey. In September 2020, US private equity firm Bain Capital acquired Virgin Australia in a $3.5 billion deal. The airline has now re-launched as a mid-market carrier with a renewed focus on small and medium sized businesses, price-sensitive corporates and premium leisure travellers. and holiday makers.

Since November, Virgin Australia has been working on a plan to set itself up for future success. The Group has worked to ramp up flying, simplified its organisational structure, confirmed plans for 25 new 737 aircraft to renew and grow the fleet, and signalled deeper investment in technology and customer experience.

The Group recently appointed several new faces to its Executive Leadership Team, all with a proven track record and deep experience in aviation or consumer-focussed businesses.

About The Role :

The objective of the Cargo Customer Control Agent role is to act as a central point of control for Cargo operations and customer service. This role is responsible for monitoring the effective and efficient performance of cargo and customer operations. Customers include revenue cargo customers, interline partners, cargo terminal controllers and internal departments. Specific tasks will depend on shift type which are performed on a rotating roster.

The position is based at the Brisbane Airport and within this role, you will report to the Cargo Customer Control Team Leader.

Key responsibilities :

• Source, collect and provide key information to support investigations or responses to safety, assurance or risk actions ;
• Act as the cargo representative during emergency responses ;
• Track and update key cargo events using the cargo case management system ;
• Knowledge and competency of operating systems, e.g. iCargo, Amadeus FM ;
• Proactively identify, communicate and protect Cargo critical flights ;
• Escalate occurrences or customer impacts appropriately ;
• Communicate key schedule changes and processes to customers ;
• Provide a central point of contact, support and expertise for all Cargo customers ;
• Provide exceptional service to all internal and external stakeholders and customers ;
• Regular updates to impacted customers during service disruptions or failures ;
• Be a part of an ‘on call roster’ to support the weekend operation and customers.

About You :

• Ability to develop relationships with a range of internal and external stakeholders ;
• Capacity to work and communicate effectively under pressure ;
• Excellent problem solving, organisational and critical thinking skills ;
• Ability to work autonomously and make good decisions ;
• Exceptional interpersonal and communication skills ;
• Understanding of airline or similar logistics operations ;
• Dangerous goods awareness knowledge and knowledge of cargo IATA regulations ;
• Sound knowledge of air cargo legislation and regulations ;
• Strong time management and organisational skills ;
• Demonstrate a high level of attention to detail with the ability to prioritise efficiently.

Ready to spread your wings?

Virgin Australia Group prides itself on recruiting the right people to meet the challenges ahead. No matter their role – our employees share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.

Boarding for this opportunity won’t last long – register your interest today by submitting an application via the link.

Virgin Australia is an equal opportunity employer and is committed to creating an inclusive culture and supportive environment for our people.

For the health and safety of staff and guests, Virgin Australia has implemented a mandatory COVID-19 Vaccination Policy. New staff will be required to comply with the Policy which includes being vaccinated against COVID-19 prior to 31 March 2022 and providing Virgin Australia with evidence of your vaccination status.

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