About the Opportunity
Join Flight Centre Travel Academy (FCTA) as a Student Support Consultant and play a key role in helping students succeed throughout their learning journey.
FCTA is Flight Centre's externally facing education business that offers a university level Diploma in Travel and Tourism.
You will be the first point of contact for student support, delivering exceptional service and guidance that drives student satisfaction, progression, retention, and course completion.
Working closely with the Education Team, Program Leaders, and key stakeholders, you'll contribute to a positive and engaging student experience while ensuring students receive timely support and accurate information.
This is an exciting opportunity for a customer-focused professional who enjoys building relationships and making a meaningful impact.
This 12-month parental leave cover role is based on-site in Flight Centre's Brisbane head office.
What you will do:
- Provide day-to-day student support via phone, voicemail, email, and text communication
- Manage student enquiries and ensure timely, accurate responses or escalation where appropriate
- Support student engagement activities and contribute to positive student outcomes
- Manage the national student email inbox and resolve enquiries efficiently
- Record all student interactions within CRM systems and tracking reports
- Provide study support across all programs and communicate compliance, processes, and support requirements clearly
- Maintain current knowledge of course content, assessments, and program information
- Monitor LMS assessment submissions and provide progression support
- Complete student activity reporting, including last login monitoring and follow-up actions
- Collaborate with the Education Team to identify at-risk students and implement engagement strategies
- Support students to meet assessment submission deadlines and achieve program success
- Maintain and report on student contact data and progression tracking through CRM
- Produce student support reporting to identify trends and opportunities for improvement
- Manage the organisation and governance of business content to ensure accuracy, accessibility, and consistency
- Provide support across multiple programs to ensure a positive student experience and achievement of key business measures
What you will need:
- Minimum 12 months' experience in a customer service role
- Diploma of Travel & Tourism
- Strong written and verbal communication skills
- Experience managing customer enquiries across multiple communication channels
- Ability to build positive relationships with students and stakeholders
- Strong organisational and time management skills
- Customer-centric approach with a focus on service excellence
- Ability to work collaboratively and support team objectives
- Strong problem-solving skills and attention to detail
- Experience using CRM systems, reporting tools, or learning management systems is advantageous
What you will enjoy:
💲Remuneration: Base salary of $65,000 plus incentives + super
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply. This includes Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status
🎉Development: Individualised Learning & Development pathway options
🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with over 500 of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym and EOT facilities
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉 Social: Embrace the famous Flight Centre culture at our Reward & Recognition events throughout the year including our most popular events on the calendar - the Global Gathering (Bangkok '26, Sydney '27) and EOFY Celebration
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to responsible tourism and the environment
Please Note: applications can only be considered by Brisbane based candidates who have the right to work in Australia without restriction or requiring visa sponsorship. Remote working options are not available for this position.
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