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Risk Manager

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time

About the Opportunity

We are looking for a full-time experienced individual to join our successful Customer Liaison and Risk Management Team; part of the 2022 FCTG Culture Award winning team. 

A Risk Manager is responsible for dispute resolution with the aim of retaining customers and restoring consumer faith in Flight Centre Travel Group. Risk Managers investigate and advise on existing disputes and educate and inform the business on opportunities to reduce risk and customer complaints. 

We are looking for someone who is a natural communicator, with exceptional negotiation and problem-solving skills. Leadership experience is preferred but not essential. 

 

Key Accountabilities: 

Customer Focus

  • Professional, honest and personable communications with customers
  • Keeping customer experience front of mind
  • Advocating for customer retention with stakeholders, whilst also having the ability to confidently voice the defence of FCTG when appropriate. 
  • Fair and considered written and verbal responses. 
  • Genuinely seeking to understand our customers’ perspective. 

Investigation and Record Keeping

  • Consistent and accurate record keeping
  • Thorough investigations within set deadlines. 

Strategic Thinking

  • Ability to provide a balanced assessment of risk
  • Promote commercial outcomes where appropriate
  • Use of available resources and financial and travel industry knowledge to resolve matters

Stakeholder Engagement

  • Foster and nurture both internal and external stakeholder relationships through effective communication
  • Managing conflicting expectations and agendas skilfully
  • Professional and respectful engagement with external suppliers
  • Long term diplomatic approaches
  • Defend matters in Consumer Tribunals and lower courts as FCTG representative.
  • Adherence to compliance requests from external entities such as Consumer  Regulators/police etc 

Continuous Improvement

  • Identify potential shortfalls in FCTG policy/process that could impact customer experience and/or attract the attention of external regulators
  • Commitment to ongoing training and empowerment of retail consultants in an effort to be proactive regarding compliance

 

You will need: 

  • Minimum of five years’ experience in a travel industry role 
  • Empathy and skill in influencing behaviours that drive positive outcomes
  • Strong personal integrity and professionalism
  • Resilience and the ability to project a confident and calm demeanour
  • Ability to work autonomously and to set deadlines, as well as work productively in a team environment
  • Proactive and creative approach to dispute resolution solutions
  • Excellent communication skills in both directions (listening and talking) and patience
  • Positive attitude and adaptive to change
  • Ability to act in the best interests of customers whilst supporting and minimising potential loss to the business
  • Availability for interstate travel and store visits where required
  • Good presentation skills

This role is ideal for an experienced individual who wants to be involved with senior management levels within the company. We offer a rewarding salary package commensurate with experience. 

Monday to Friday standard business hours. Closed over the Christmas New Year period. 

Other benefits include:

  • Generous remuneration structure and Employee Share Scheme
  • Travel & accommodation discounts, in-house financial and health services, access to internal 24/7 gym and End-of-Trip facilities
  • Ongoing training and professional development
  • Flexible/hybrid working environment
  • Brightness Of Future: Employees have the right to see a clear pathway to achieving career ambitions, and promotion and transfers from within are our preference
  • Global career opportunities in a network of brands and businesses in over 20 countries
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, workplace giving and volunteer leave
  • Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia

 

 

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