Future Team Leader 

The Future Team Leader (FTL) – AU Air Concierge Team is a key leadership support role within the Cruise team. This position assists the Air Team Leader in the day-to-day leadership, performance, and operational delivery of the support functions.

This role is responsible for supporting a high-performing, phone-based customer service team specializing in cruise aftersales, upgrades, cancellations, retail and trade support, and end-to-end customer care for one of Australia’s premier charter cruise programs. The FTL plays a hands-on role in coaching, upskilling, and supporting consultants while also actively handling customer interactions across all CAS functions when required.

What you'll do: 

Leadership & Team Support

• Support the Air Team Leader with day‑to‑day team operations
• Provide on‑the‑floor coaching, mentoring, and escalation support
• Assist with onboarding, training, and ongoing team development
• Monitor service quality, productivity, and customer experience standards
• Manage escalations for complex customer queries and issues
• ZEN & assigning management

Customer Service & Operations

• Handle inbound and outbound customer calls across Air functions
• Support upgrades, amendments, cancellations, and booking enquiries
• Deliver high‑quality service to retail and trade customers
• Apply policies, fare rules, and cruise product knowledge accurately

Cross-Team Support

• Provide support across broader Cruise After Sales functions when required
• Assist with overflow queues, peak periods, and operational demands

Performance & Culture

• Champion a high-performance, customer-first team culture
• Support continuous improvement initiatives
• Model company values and professional service standards

Who you are:

• 2+ years’ experience in travel, with strong Air knowledge and booking expertise
• Proven leadership skills, with the ability to coach, mentor, and drive team performance
• Track record of achieving sales targets and operational KPIs
• Confident managing complex air itineraries, disruptions, and escalations end-to-end
• Strong communicator who can engage stakeholders and inspire teams
• Highly organised, able to prioritise in a fast-paced, changing environment
• Proactive, solutions-focused with sound decision-making skills
• Detail-oriented, ensuring accuracy, compliance, and consistency in air processes
• Resilient under pressure, with a customer-first mindset
• Passionate about developing others and building high-performing teams