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As Australia's largest family-owned tour and cruise company, APT is committed to delivering unforgettable travel experiences to our valued guests. What began as a vision, over 95 years ago, has now grown into a proud global business, demonstrating the power of dreaming fully.
THE ROLE
Located in our brand new office in Moorabbin and reporting to the GM of Customer Service & Business Support, the Customer Resolutions Manager will be at the forefront of customer satisfaction, leading a team that handles complaint resolution, proactive communication, and crisis management. Your expertise will ensure seamless solutions, turning challenges into opportunities to delight our customers.
You will be responsible for:
Grow and lead a high-performing team responsible for complaint resolution, proactive communication, and crisis response. Manage customer communications regarding itinerary changes, ticketing adjustments, and accommodation updates. Handle escalated customer complaints with empathy, professionalism, and a solutions-focused approach. Analyse customer feedback and data to uncover root causes and drive continuous improvement. Collaborate with internal teams, including Product & Operations, Sales, and Marketing, to implement meaningful changes. Develop and execute crisis management strategies, ensuring clear communication with all stakeholders. Monitor and report on customer satisfaction, feedback, and monetary adjustments to bookings. Support risk mitigation efforts within your department. ABOUT YOU
As the Customer Resolutions Manager, you'll play a pivotal role in maintaining our reputation as an industry leader. Your leadership will ensure that every customer interaction reflects our commitment to delivering unforgettable travel experiences to our valued guests. To be successful you will have:
Proven experience in senior customer service, complaint resolution, or crisis management roles. Strong leadership skills with the ability to inspire and grow high-performing teams. Exceptional communication, negotiation, and stakeholder management capabilities. A solutions-focused mindset, remaining calm and composed under pressure. Proficient in analysing data and identifying actionable insights. Flexible and adaptable, ready to work outside standard hours when needed. WHAT WE OFFER
We are the leader in creating new ways to experience every corner of the globe with an ever-growing range of cruising and touring styles. Join us and help create unforgettable experiences for our customers while being supported to develop and grow your career. With a flex work culture and great benefits, APT Travel Group will tick all your boxes.
Brand-new office in the Morris Moor precinct with onsite parking A collaborative and innovative workplace with a strong focus on employee growth The chance to work with a passionate team in the dynamic travel industry Competitive remuneration and benefits Flexible work culture with a hybrid model and the ability to Work From Anywhere up to 4 weeks per year 4 weeks annual leave plus an additional bonus week 8 weeks paid parental leave Learning Allowance to grow your career Opportunities to give back through our One Tomorrow Foundation Well-being and professional development programs Experience our premium products through familiarisation trips Family and Friends travel discounts OUR VALUES
At the heart of our business are our values, guiding everything we do:
Genuine Service – We care deeply about the experiences we create Better Together – We thrive on collaboration and value all opinions For Tomorrow – We embrace growth and learning opportunities Celebrate the Moments – We love celebrating successes and fostering positivity APPLY NOW
If this sounds like your next adventure, we would love to hear from you!
How do your skills match this job? Your application will include the following questions:
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