Job Description Challenge yourself in this dynamic leadership opportunity Together we'll collaborate to create new and unique customer experiences Full-time shift work opportunity, based at Brisbane Airport Our customers come first.
We're constantly challenging ourselves to re-imagine our customer experience, and work to connect and build trust.
Ultimately, our service should make people feel at home, no matter where they are.
Airports are the heart of our operation.
It is here people connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircrafts take off and land.
As Airport Customer Experience Manager (ACEM), you will take the lead in ensuring the highest standards of service are maintained across all customer touchpoints.
Your responsibilities will include optimising safety, on-time performance, employee performance, and regulatory compliance.
You will also be responsible for managing the customer experience portfolio encompassing Cabin Crew base, Lounges and Customer Service.
You'll drive a performance-focused culture by developing a high-performing, engaged team.
This involves providing coaching, mentoring, leadership and clear communication on performance standards.
As ACEM, you will also have the opportunity to manage key change initiatives within the Airport Operations team.
You'll have – Demonstrated leadership skills including performance management, coaching, mentoring and development Strong analytical and problem-solving skills as well as excellent written and verbal communication skills Demonstrated commitment to customer service excellence and continuous improvement philosophy A commercially focused mindset with the ability to assess the impact of decisions on business outcomes Ability to work under pressure and meet strict deadlines in a constantly changing operational environment A customer-centric mindset and with the ability to employ advanced customer recovery and resolution techniques Demonstrated commitment to ensuring a safe workplace for all Highest standards of personal presentation and professional conduct The ability to fully commit to a rotating shift roster, covering a 24/7 operation 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 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.
If you're up for achieving the impossible, register your interest and we'll be in touch.
Applications close: Sunday 5th January 2025 Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
If you have any support or access requirements, we encourage you to advise us at time of application.