Step into an exhilarating journey with Velocity Frequent Flyer Virgin Australia’s award-winning loyalty program with over 13 million members and counting. We make rewards fast and meaningful from dream holidays and upgrades to retail, fuel, and everyday perks.
The Member Services Specialist plays a pivotal role within the Velocity Member Services team, supporting the smooth day‑to‑day operation of the Velocity Membership Contact Centre (MCC). This role provides hands‑on operational and administrative support across the Member Services function and partners closely with the Leader, Member Services to help manage MCC resources, performance and workforce activity in real time.
As a subject matter expert, you’ll help ensure the contact centre is fully prepared for both minor and major program changes impacting the Velocity Frequent Flyer program. You’ll also be responsible for driving continuous improvement and operational efficiencies across the Contact Centre, helping to enhance the member experience, reduce handling times and continually lift overall service performance.
Key Responsibilities
In this varied and influential role, you’ll support the smooth running and continuous improvement of our Velocity Member Contact Centre by:
- Supporting real-time management of MCC resources, performance and workforce planning
- Acting as a subject matter expert for Velocity program changes that impact the contact centre
- Driving operational efficiencies and continuous improvement to enhance member experience
- Monitoring service levels, SLAs and productivity across calls, email and back office functions
- Partnering closely with our offshore BPO to ensure performance, compliance and governance standards are met
- Providing insights and reporting to support data led decision making
- Supporting change readiness initiatives and cascading updates to frontline teams
- Collaborating with teams across Contact Centres, Digital, IT, Operations and Velocity
You’ll be great in this role if you:
We’re looking for someone who combines strong contact centre knowledge with a genuine customer mindset. You’ll ideally have:
- 3+ years’ experience in a contact centre or customer service operations environment
- Solid understanding of contact centre performance metrics and workforce management principles
- Strong written and verbal communication skills, with the ability to influence a range of stakeholders
- A proactive, improvement focused mindset with sound judgement under pressure
- Confidence working with third party service providers
- A collaborative approach and the ability to build strong relationships
Nice to have:
- Experience in aviation, travel or loyalty programs
- Exposure to platforms such as Sabre, Amadeus, Salesforce or Genesys
- Experience in large, multi‑site or offshore contact centre operations
What you’ll get from us:
We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):
- Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
- Flexible working arrangements (including work hours and work from home)
- Discounts on travel insurance, car hire, accommodation and experiences worldwide
- Discounted Virgin Australia Lounge membership
- Hospitality, retail, technology, beauty services and wellness discounts
- Wellness support, including the betterme digital wellbeing platform
- A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
- Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you
Equality rules:
We’re all individuals. We love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.
Ready to apply? We’re ready to hear from you. .
