Get to know us:

Velocity Frequent Flyer is the award-winning loyalty program of Virgin Australia, providing members with many fantastic ways to earn Velocity Points and turn those points into flights or redemption’s through our growing number of retail partners to enjoy fantastic rewards sooner! Our people make it happen here at Velocity, and you will absolutely thrive with your engagement ability, technical expertise, ideas, and willingness to bring a fresh perspective to the way we do things.

Get to know the role:

Our Loyalty program is the core of our business. As the Velocity Member Experience Lead, you will be accountable for member experience outcomes of the Velocity membership contact centre (MCC). This includes all processes, policies, quality and customer satisfaction outcomes across the various departments that make up the MCC.

This role has ultimate oversight of process development, MCC decision-making authority, training, quality, fraud and complaint handling processes and an important element of this role is using member and agent feedback to drive continuous improvement initiatives.

The day to day accountabilities of the role involve:

• Ensuring the delivery of expected Member Experience KPI’s in Velocity Membership Contact Centre, including quality, customer satisfaction and complaints management & resolution
• Managing key relationships with Velocity’s outsource business partners
• Play a critical role planning and implementing key change initiatives, including new partner implementation, process and program changes and new technology implementations
• Serve as the business owner for Velocity Member Services training, quality, fraud and complaints management functions
• Serve as the member advocate, including handling of complex, high-profile member complaints
• Drive improvements to increase member experience / member satisfaction
• Work in tandem with the Velocity Membership Contact Centre specialist to prioritise resource allocation as required

Interested? We’re sure you are! You can also find more information in the position description  Member Experience Lead PD.pdf

Please note this position offers flexibility of being based in either Sydney or Brisbane.

Let’s get to know you:

To succeed in this role you will have:

• Extensive experience in Contact Centre / Service Delivery Management, including functional expertise around training, quality, performance management and process improvement
• Demonstrated experience driving measurable improvements in service experience and customer satisfaction
• Experience in the airline industry would be ideal
• Experience working in a complex service operations environment dealing with multiple stakeholders
• Experience serving as a customer service advocate, with responsibility for service design and outcomes
• Highly accountable with a continuous-improvement mindset

What you’ll get from us:

• Experience in the Virgin Australia and Velocity cultures, and becoming part of an internationally recognised brand that feels like family.
• These are exciting times at Velocity!  Our program is growing rapidly and we are in the midst of an exciting change and transformation journey.
• The sky is the limit when it comes to career development, so you will feel encouraged to diversify your skills and experience with access to internal vacancies.
• See Australia and the world with access to heavily discounted flights for you, your family and friends on Virgin Australia and many of our interline partners. We are extremely proud of our Team Travel program and it won’t take long to realise why.
• Take advantage of countless industry discounts – Lounge membership, hotels, travel insurance, car hire, tours, retail… the list goes on.

Interested? Apply today. Taking off is where the excitement lives.

Please note that this is a Fix Term maternity leave contract. Whilst we can never guarantee anything beyond the conclusion of the contract, this is an area of growth within our business and we always try to retain our best talent where possible.

Internal note:  Anticipated minimum duration of contract = through 31 December 2020