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Membership Call Centre Specialist

Job no: 503715

Work type: Full Time

Location: Sydney

Categories: Other Loyalty, Membership Services

Get to Know Us:

Velocity Frequent Flyer is the award-winning loyalty program of Virgin Australia, providing members with many fantastic ways to earn Velocity Points and turn those points into flights or redemption's through our growing number of retail partners to enjoy fantastic rewards sooner!  Our people make it happen here at Velocity, and you will absolutely thrive with your engagement ability, technical expertise, ideas, and willingness to bring a fresh perspective to the way we do things.

Get to Know the Role:

We are looking for a Member Services Contact Centre Specialist to join our growing team at Velocity.  This is a high-profile, mission-critical role within our Member Services team – The team responsible for customer service solution design and operations for our nearly 10 million Velocity Members.  The Velocity Membership Contact Centre sits at the heart of our service operation and in this role you will be responsible for:

  • Service level performance and cost management of the Velocity Membership Contact Centre
  • Management reporting and member insights related to the Membership Contact Centre operation
  • Leading the day-to-day business relationship with our Membership Contact Centre outsourced business partner, including staff level planning, workload prioritisation, change requests, invoice approval and overall management of contract deliverables
  • Coordination with other internal and external service providers regarding the telephony environment and other service delivery platforms
  • Play a critical role in creating, planning and supporting our Membership Contact Centre business and technology transformation effort

Let’s Get to Know You:

To Succeed in this role you will have:

  • Significant previous experience in contact centre management and/or managing 3rd party service providers
  • Deep and demonstrated knowledge of workforce management frameworks utilised within a contact centre environment
  • Experience serving as the business owner of contact centre budgets and contact centre technology and tools
  • Experience implementing contact centre technology and service enhancements
  • Commercial acumen with a proven track record of delivering business outcomes and successful vendor management (contracts, performance management, KPI’s, etc.)
  • Strong analytical mindset with ability to gather, organise and interpret data to create operational insights
  • Experience in either loyalty or airline industry would be ideal

What You’ll Get from Us: 

  • Experience in the Virgin Australia and Velocity cultures, and becoming part of an internationally recognised brand that feels like family
  • These are exciting times at Velocity!  Our program is growing rapidly and we are in the midst of an exciting change and transformation journey
  • The sky is the limit when it comes to career development, so you will feel encouraged to diversify your skills and experience with access to internal vacancies
  • See Australia and the world with access to heavily discounted flights for you, your family and friends on Virgin Australia and many of our interline partners. We are extremely proud of our Team Travel program and it won’t take long to realise why
  • Take advantage of countless industry discounts – Lounge membership, hotels, travel insurance, car hire, tours, retail… the list goes on

Interested? Apply today. Taking off is where the excitement lives. 

Please note this role is based in the Velocity office / Sydney CBD.


Virgin Australia is an equal opportunity employer and is committed to creating an inclusive culture and supportive environment for our people. We believe diversity in our workforce strengthens our business and we welcome applications from Indigenous Australians, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and lesbian, gay, bisexual, transgender and intersex (LGBTI) people. 

Advertised : AUS Eastern Standard Time

Applications close : AUS Eastern Standard Time

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