Job Description

Refunds Officer Team Leader – Customer Service 

Providing a seamless customer experience across multiple channels is of upmost priority to Flight Centre as we strive to be at the forefront of the travel industry.  

As the Team Leader for the Central Refunds Team, you will support and guide the team facilitating customer refunds for the Flight Centre Leisure Pillar. You will ensure they work cohesively and productively to audit the validity and accuracy of refunds, communicate with key stakeholders, and complete timely processing of refunds to our customers across multiple forms of payment.  

Refunds are a crucial element of the customer experience; in the event our customers cannot travel we want to provide them with a refund or credit in a timely manner to ensure they remain Flight Centre customers for life. You will work alongside other key stakeholders to provide insights on team activities/tasks and will work proactively to identify opportunities to improve the process for our customers and consultants.  

The role requires you to have strong leadership skills, high attention to detail, independence and a diligent work ethic. The ability to adapt in a fast-paced ever-changing environment is a must to succeed in this role. 

You will be: 

Leading the Central Refunds Team, providing support and guidance to all team members 
Working closely with key stakeholders to ensure the refunds process meets the needs of the business 
Ensuring clear, documented process flows are in place for how to review, approve and process customer refunds  
Providing monthly reports to key stakeholders on refund metrics including volume of refunds processed, refund processing time, error and exception rates, escalations and resolutions 
Conducting weekly team meetings, encouraging team engagement and gathering feedback on key tasks and processes.  
Communicating with consultants, responding to queries and assisting with troubleshooting 
Managing exceptions and errors for rejected refunds  
Maintaining and updating system information  
Looking after ad-hoc projects as required 

All about you: 

Extensive experience working in a similar role or role requiring structured process flows and financial management  
Basic computer knowledge including Windows, MS Word and MS Excel  
Proven experience leading a team in remote environments 
Ability to prioritise and manage multiple responsibilities  
High degree of professionalism  
Excellent communication and customer service skills  
Team player  
High level of ownership  
High attention to detail 

Perks:  

Travel and Accommodation discounts, in-house financial and health services, access to internal 24/7 gym and End-of-Trip Facility 
Ongoing training and professional development 
Flexible working environment, with WFH options available 
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 
Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs 
Opportunity to attend various functions, and Awards Nights (Global Gathering 2023 in Bali) 
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia 

Who we are   

We do things a little differently around here. We do things the FCTG Way.    

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.      Across all our brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals.      Our spirit of egalitarianism, irreverence and ownership defines the way we behave.  These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way