Customer Journey Duty Manager

2 weeks ago

Sydney, New South Wales, Australia Qantas Airways Limited Full time
Challenge yourself in this dynamic people leadership role supporting our Customer Journey team- Full Time, permanent opportunity based at our Mascot Campus in the IOC- Enjoy attractive industry benefits while working with a high-performing team

Our customers come first. We're constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are.

We know we can achieve better business outcomes by working together with a diverse range of people. Together we celebrate differences and appreciate the value it adds to the organisation.


Reporting to the Customer Journey Operations Manager and located within the Integrated Operations Centre (IOC), the Customer Journey Duty Manager will lead a team who are responsible for effectively managing the journey of the customer in the operational window of 72-hours pre-travel during all types of disruptions.

You will be the customer advocate for decisions made in the IOC regarding customer disruptions, ensuring the customer experience and cost to the business is a factor in operational decision-making.

You will provide direction and guidance to your team for implementing these decisions.

You will have accountability for ensuring decisions regarding the recovery of customers are made within frameworks and guidelines and will have responsibility to escalate to where decisions are required outside of this framework.


You will also monitor high value customers ensuring wider teams outside of the IOC understand the actions required to deliver a positive customer experience.

This role is critical to the enablement of our customer experience, working closely with a variety of operational areas and internal and external stakeholders to jointly deliver each customer journey.


You'll have:

  • Proven ability to manage, motivate and lead people and to work as part of a team.
  • Demonstrated experience in working collaboratively with others to achieve successful outcomes and strengthen relationships
  • Detailed knowledge of the Amadeus Reservations, Customer Management (CM) and Inventory Management systems.
  • Detailed knowledge of company structure and a strong understanding of Airports and Contact Centres.
  • Analytical and problemsolving skills. A lateral thinker able to analyse problems and find creative solutions. To be able prioritise, work under extreme pressure and to strict time lines and make decisions quickly.
  • An understanding of the customer experience strategy, commercial aspects of the airline and customer service standards.
  • Very strong communication, networking, influencing and engaging skills
- with all relevant internal and external stakeholders.
  • Proven influencing and negotiating skills across varied stakeholder groups
Why Qantas?

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.


There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas.

Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time.

You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities.

While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel

  • We love to travel:

Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.- We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment.

You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.- We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.


Applications close:
Sunday 3rd September 2023

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