Start your Journey

About the Opportunity

As a Third-Party Support Specialist you will be responsible for ensuring a smooth customer journey. You will be resolving service issues, as well as managing content and platform operations to optimise the booking processes for Flight Centre Travel Group's Leisure and Corporate streams. The end result will be increased hotel attachment and the collective achievement of commercial goals.

What you will be doing:

Customer Service and Support:

• Work with all support businesses to ensure a smooth customer journey
• Act as the high-level escalation point for any customer service issues
• Identify recurring challenges and look for sustainable solutions
• Ensure growth and channelling are not impacted due to customer service challenges
• Remove content which is incorrect or creating customer service issues
• Empower internal stakeholders and support business to make decisions and implement improved and streamlined processes

Training and Development:

• Facilitate and coordinate training sessions and materials, ensuring they are housed in all relevant locations, up-to-date and accessible
• Participate in continuous training and development to stay updated with industry trends

Operations and Coordination:

• Onboard and offboard source markets/selling partners within the ecosystem
• Host operational calls relevant to responsibilities and projects
• Record and map service cases against the number of bookings to create a scorecard
• Handle accounts payable and receivable queries and banking updates

Content and Platform Management:

• Ensure all relevant content and pricing are available on all required platforms
• Ensure the product is easily bookable (become a platform specialist)
• Understand booking behaviours unique to each platform, including portals
• Work with Revenue Management to ensure pricing is relevant and not impacting production
• Identify product gaps and work with the Contracting team to develop solutions
• Ensure that lack of product does not impact hotel attachment opportunities
• Collaborate on the development and improvement of processes for content-related products and services
• Work alongside Destination Contracting and Market Managers to identify opportunities to shift volume from third party to direct where/when relevant
• Develop and execute internal campaigns, ensuring that the network remains updated, informed, and aware of the value from available content

Account and Stakeholder Management:

• Build and maintain strong relationships with key internal and external stakeholders
• Act as the main contact for assigned accounts, ensuring needs are met and expectations managed
• Monitor account performance and identify opportunities for growth or improvement
• Conduct regular check-ins to ensure account satisfaction and alignment
• Collaborate across teams to deliver solutions that support account success
• Communicate updates and issues clearly and promptly
• Advocate for customer needs and feedback internally
• Maintain reporting on account health and stakeholder engagement

Hours: Standard work hours, however, please note, this is a global role requiring the occasional flexibility for early morning (USA) and late night (UK and RSA) virtual calls. Flexibility in working hours will be provided to accommodate different time zones

Candidates must be based in Brisbane, or be willing to relocate.

We want to hear from you if you have:

• Minimum 2 years experience in the Travel and Tourism industry 
• Experience with travel booking systems e.g. HELiO, Hotel Source, HotelHub, TravelBox
• Relevant tertiary qualification
• Effective problem-solving skills
• Excellent time management and prioritisation skills
• Cross-functional collaboration and communication skills