Customer Relations Manager

2 days ago

Gold Coast, Queensland, Australia Ignite Full time

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**Job no**: 523721
**Brand**: Ignite
**Work type**: Full time
**Location**: Queensland
**Categories**: People & Culture

This role involves managing customer complaints and offering support to internal stakeholders through guidance and mentoring. It oversees the complaint process and assists front-line agents while aiming to retain customers and safeguard Ignite Travel Group's reputation, with a focus on minimising revenue loss. Additionally, it includes investigating ongoing disputes and advising the business on ways to reduce risk and improve the handling of customer complaints.

**Key Responsibilities**:
Customer Focus
- Maintain professional, honest, and personable communications with customers
- Keep the customer experience front of mind
- Advocate for customer retention with stakeholders while confidently defending FCTG when appropriate
- Provide fair and considered written and verbal responses
- Genuinely seek to understand our customers' perspectives

Investigation and Record Keeping
- Ensure consistent and accurate record keeping
- Conduct thorough investigations within set deadlines

Strategic Thinking
- Provide a balanced assessment of risk
- Promote commercial outcomes where appropriate
- Use available resources and financial and travel industry knowledge to resolve matters

Stakeholder Engagement
- Foster and nurture both internal and external stakeholder relationships through effective communication
- Manage conflicting expectations and agendas skillfully
- Engage professionally and respectfully with external suppliers
- Adopt long-term diplomatic approaches
- Defend matters in Consumer Tribunals and lower courts as FCTG representative
- Adhere to compliance requests from external entities such as Consumer Regulators/police, etc

Continuous Improvement
- Identify potential shortfalls in FCTG policy/process that could impact customer experience and/or attract the attention of external regulators
- Commit to ongoing training and empowerment of retail consultants to proactively address compliance

**Who you are**:

- Minimum 5 years in the travel industry, preferably in a customer service role
- Proven record of managing customer complaints (desirable)
- Demonstrated experience in making and justifying commercial decisions
- Relevant qualifications in travel or customer service (preferred but not essential)

**Your awesome extras**:
Ongoing brain power-ups and skill sharpening, plus occasional escapes to bucket list destinations

Catapult your career across a network of brands and businesses in an evolving industry

?? Say no to full price Nab discounts on travel and more thanks to our sweet rewards program
- ? Access to industry leading health and well - being programs and financial advisors

Set up shop in a swanky beachfront office in Broadbeach, with a golden ticket to public transport and parking perks

Enjoy social events to promote networking, celebration of wins, and sometimes just for fun

Take volunteer leave as part of giving back to the local community
- Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes._

LI-LH2#IGNT#LI

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