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 :

The Manager Customer Experience & Compliance is responsible for the delivery of customer experience and compliance, including the management of customer recovery frameworks to support day of operations, contract and performance management of our customer contact centre and the broader customer relations function, ensuring operational excellence and outstanding customer and team experiences.

You will be responsible for overseeing internal and regulatory compliance as it relates to the customer experience including management of matters associated to the Australian Competition and Consumer Commission, Fair Trading (ACCC), Australian Human Rights Commission, Ombudsman and the Airline Customer Advocate (ACA); Advocate and providing data on performance trends.

Other key responsibilities will include but not limited to:

• Driving a continued focus on customer care and experience whilst achieving required operational KPIs;
• Maintaining and delivering a refreshed customer service vision, framework and culture within the division that leverages customer feedback and a continuous improvement approach;
• Developing and leading key customer service projects to agreed business plans, quality standard, timelines, and budgets, leveraging Virgin Australia Group activities and strategies;
• Achieving and reporting on department budgeted costs;
• Driving continuous improvement by undertaking data and trend analysis to identify areas of opportunity and business cases for change;
• Managing the customer relations team working in line with the customer service and portal strategy;
• Meeting customer service KPIs;
• Ensuring the effective resolution of complaints, responding to customer feedback in line with strategy and ensuring an optimal customer experience;
• Managing and overseeing day of operations for the customer care team, including disruption management and service recovery escalations.
• Representing Tigerair customer functions in the business.

Who you are :

To be successful in this role you will have demonstrable experience in customer relationship management, service delivery and contract management. You hold a track record of high-level service delivery and demonstrated understanding of customer service principles. You will be a flexible individual available for reasonable out of hours contact for the handling of escalations and/or operational requirements.

Your skills and/or experience will include:

• Tertiary qualification or significant experience in customer service, business or another related degree.
• Highly developed leadership and people skills
• Strong verbal and written communication skills
• High level of planning, initiative and decision making/critical thinking
• Exposure to low cost airline operations or similar
• Data and trend analysis
• Interpersonal effectiveness

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!