Customer and Consultant Service Manager

Responsibilities

• Lead, coach, and develop the Customer & Consultant Support Specialists with a focus on quality and engagement
• Establish performance frameworks, including KPIs, quality assurance processes, and regular 1:1s
• Manage and optimize email, chat, and ticketing platforms to improve response times and resolution rates
• Act as the business owner and subject matter expert for AI-driven customer service and automation initiatives
• Partner with Technology teams to define requirements, workflows, and escalation logic for digital tools
• Develop and present regular reporting on support performance and customer insights to senior leadership

Requirements

• 5+ years of experience in customer service, including 2+ years in a leadership role
• Proven experience building team capability, performance, and culture
• Experience with CX or ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce)
• Experience contributing to or owning technology/automation initiatives such as chatbots or AI tools
• Strong understanding of CX metrics including NPS, CSAT, FRT, and resolution rates
• Ability to work on a rotating roster, including weekends

Preferred Qualifications

• Experience in financial services, travel, retail, or other regulated consumer environments

Benefits

• Individualized Learning & Development pathways and access to LinkedIn Learning
• Exclusive staff discounts with over 350 leading retailers
• Travel discounts including flights, hotels, tours, and cruises
• Comprehensive mental health support and Employee Assistance Program
• Opportunities for global career growth within the Flight Centre Travel Group network

About the Company

Travel Money Group has been helping Australians and New Zealanders manage their travel money for nearly 20 years. As a trusted name in foreign exchange and prepaid travel cards, we operate over 110 stores across Australia and New Zealand. We are part of the Flight Centre Travel Group, a global leader in travel services.