Consumer Risk Manager
About the Opportunity
Are you an experienced travel professional who thrives on solving complex customer issues and influencing positive outcomes?
As a Consumer Risk Manager within the Customer Care team, you will play a critical role in resolving customer disputes, protecting customer relationships, and restoring confidence in Flight Centre Travel Group.
You’ll investigate escalated matters, provide balanced risk assessments, and work closely with internal and external stakeholders to achieve fair, commercial, and customer-focused outcomes.
This is an opportunity to combine your travel industry expertise, commercial acumen, and negotiation skills in a dynamic and rewarding environment.
What you will do:
- Investigate and manage customer disputes with the objective of retaining customers and restoring consumer trust
- Provide professional, honest, and personable communication to customers throughout the dispute resolution process
- Maintain a strong customer focus while balancing business and commercial considerations
- Conduct thorough investigations and maintain accurate records within required timeframes
- Assess risk and provide balanced recommendations that support both customer outcomes and business objectives
- Utilise travel industry knowledge, financial understanding, and available resources to resolve matters effectively
- Build and maintain strong relationships with internal stakeholders, suppliers, regulators, and industry partners
- Manage conflicting priorities and stakeholder expectations using diplomacy and sound judgement
- Represent FCTG in consumer tribunals and lower courts when required
- Respond to compliance requests from consumer regulators, enforcement agencies, and other external entities
- Identify opportunities to improve policies and processes that impact customer experience and risk exposure
- Support ongoing education and empowerment of retail consultants regarding compliance and customer care best practice
What you will need:
- Minimum 5 years’ experience within the travel industry, ideally in a customer-facing role - leadership an advantage
- Comprehensive understanding of the travel industry supply chain, fares and ticketing rules, booking terms and conditions, and travel agency operations
- Basic understanding of compliance obligations within a retail travel agency environment
- Previous dispute resolution experience is highly regarded but not essential
- Advanced communication, negotiation, stakeholder management, and problem-solving skills
- Ability to work autonomously while collaborating effectively within a team environment
- Strong personal integrity, resilience, professionalism, and customer-centric mindset
- Ability to travel interstate for store visits as required
What you'll Enjoy:
💲Salary: Base of $93,707 + incentives + super
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
🎉Development: Individualised Learning & Development pathway options
🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉 Social: Embrace the famous Flight Centre culture at our Reward & Recognition events throughout the year including our most popular events on the calendar - the Global Gathering (Bangkok '26, Sydney '27) and EOFY Celebration
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism so as a leading travel group, we have made efforts to create positive outcomes for destinations, communities, and wildlife too
Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.
