Customer Experience Operations Leader - Internal Applications ONLY

Customer Experience Operations Leader

We are seeking expressions of interest for the role of Customer Experience Operations Leader.

This pivotal role supports the Customer Experience Manager in delivering operational excellence and high-quality service across the customer journey. As second-in-command, you'll provide frontline leadership, coordinate staffing and logistics, and drive service performance across ticket offices, boarding gates, piers, and other customer touchpoints.

The role is responsible for:

• Leading, coaching, and developing Team Leaders and Ambassadors.
• Driving customer experience, service improvements, and complaint resolution.
• Supporting product engagement and revenue protection.
• Overseeing rostering, workforce planning, and team wellbeing.
• Promoting a safe, collaborative, and customer-first culture.

We're looking for someone with:

• Experience in coaching, guiding, and inspiring large and diverse teams.
• A proven track record in customer service, with the ability to develop and train others in both service delivery and sales.
• Strong stakeholder management skills and the ability to collaborate effectively across teams.
• A minimum of 2 years' experience in the customer service industry, ideally including work with ticketing or reservations systems.
• Experience in complaint resolution and confident escalation management.
• Background in supervising or coaching Team Leaders (or equivalent).
• The ability to make sound, timely decisions and use initiative in a fast-moving environment.
• Excellent problem-solving skills and resilience in high-pressure situations.
• Confidence in upholding service quality standards in a busy, ever-changing operational setting.
• Strong prioritisation skills and the ability to deliver outcomes efficiently.
• A customer-obsessed and solutions-focused mindset.
• Commitment to teamwork, integrity, and accountability.
• A growth mindset, embracing feedback and supporting a culture of continuous improvement.
• Professionalism and the ability to role model Fullers360 values at all times.
• The confidence to act as a secondary decision-maker to the Customer Experience Manager when required.

If you are passionate about customer experience and operational leadership, we encourage you to apply.

Applications close: Monday 15th September at 5:00pm Apply with your updated CV and cover letter