Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What you’ll be doing

As a Guest Relations Advisor you will become a part of our high-energy, customer-focused Guest Relations Team! If you’re passionate about making a difference, this is your chance to dive into a role where your impact will be felt immediately. You will be at the forefront, investigating and responding to guest feedback, transforming every opportunity into a positive experience.

In this role, you’ll be the hero of customer service recovery, driving guest retention, and optimizing operations to create outstanding results. Your energy and expertise will help us maintain the highest standards of satisfaction across the board.

You’ll be great in this role if you…

• Have previous experience in complaint resolution including ombuds resolution schemes
• Provide support and service recovery expertise to our internal and external stakeholders
• Proven experience liaising with challenging customers providing both verbal and written correspondence
• Support outsourced team members with case resolution advice
• Represent Virgin Australia at Small Claims Tribunal and Human Rights Commission
• Able to build a strong rapport and internal network to influence stakeholders when required
• Identify data trends from our guest feedback and drive continuous improvement opportunities utilising this data
• Proven ability to document and present information efficiently and effectively
• Work within tight timeframes in order to meet set targets and work to SLAs
• Have a broad understanding of Airline Operations
• A detailed knowledge of GDS systems preferably Sabre as well as SalesForce

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.