Team Manager Customer Experience

• Challenge yourself to lead a high performing team in a dynamic, fast-paced environment 
• Together we’ll achieve premium customer service and a positive work culture 
• 12-month contract based at Brisbane Airport in our QantasLink Customer Experience team 

As a dedicated and dynamic Team Manager Customer Experience, you will lead our QantasLink Customer Service Supervisors and Agents, ensuring the delivery of exceptional service while fostering a high-performing and engaged workforce. Leading a team of approximately 60 employees you will encourage and facilitate open communication on all relevant matters and drive operational excellence. Key responsibilities include managing team performance, being an escalation point for on shift issues, supporting individual growth, overseeing recruitment, rosters, attendance and handling disciplinary matters. The ideal candidate will also possess strong people management skills, be committed to developing a motivated team, and be able to maintain open communication to ensure staff feel valued and appreciated. 

You’ll have: 

• Strong people leadership skills, including performance management, coaching, and team development 
• Proven experience managing large teams in operational environments 
• Commitment to recognising and valuing team success, fostering a culture of collaboration and high performance 
• Excellent problem-solving, analytical, and decision-making abilities 
• Exceptional written and verbal communication skills 
• Ability to maintain confidentiality and handle sensitive matters discreetly 
• Focused on customer service excellence and continuous improvement 
• Commercial awareness with an understanding of business impact and outcomes 
• Ability to work under pressure and meet deadlines in a dynamic environment 
• Demonstrated success in achieving KPIs, driving change, and managing safety in the workplace 

Why the Qantas Group?     

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 the Qantas Group. 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 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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.     

The Qantas Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We embrace diversity and encourage applications from people with disability. Candidates will have the opportunity to request support or reasonable adjustments during the recruitment process in order to demonstrate their ability to meet the inherent requirements of our roles.    

Applications close Sunday, 23 March 2025