Webjet is Australia and New Zealand’s Number 1 online travel agency! Join us as we lead the way in online travel tools and technology. We empower our customers to compare, combine and book the best flight deals – whether you’re travelling domestically or internationally. But we don’t stop there, Webjet is a one-stop shop for all things travel! We have your accommodation, packaged holiday deals, tours, travel insurance and car hire (worldwide!) sorted.
Our team is based in Melbourne and we support our team’s work-life balance through a Hybrid working model. We’ve taken a company-wide approach to office days, bringing the team in Tuesday and Wednesday for collaboration, fun events and food!
Job Description
The Team and Opportunity
At Webjet, we believe in creating effortless experiences that leave a lasting impression. Our passionate Customer Service experts go above and beyond to anticipate and meet the unique needs of every customer—delivering personalised service and smooth, stress-free journeys that make every interaction feel meaningful and cared for.
Our Tier 3 escalations team plays a vital role in achieving the organisation’s goals by continuously enhancing the customer journey. We do this through professional, proactive engagement with customers, agents, and stakeholders—ensuring every interaction adds value.
In this role, you'll:
Lead and support a team of Senior and Escalation Specialists in resolving complex customer cases across phone, chat, and written channels.
Drive team performance through regular 1:1s, coaching, performance reviews, and targeted development plans.
Monitor and manage key Tier 3 metrics including resolution time, escalation ratio, CSAT, FCR, and quality scores.
Conduct quality evaluations and provide real-time coaching to ensure consistent service excellence and continuous improvement.
Oversee onboarding, training, and knowledge-sharing initiatives to support agent growth and maintain up-to-date process documentation.
Oversee the resolution of escalated and high-severity customer complaints, ensuring timely, empathetic, and customer-centric outcomes.
Manage formal responses and represent the business in matters escalated to external consumer protection bodies (e.g. Fair Trading, VCAT).
Identify complaint trends and contribute to root cause analysis, stakeholder engagement, and cross-functional alignment.
Ensure SLA adherence and accurate documentation, maintaining accountability across all escalated case handling.
Lead Tier 3’s role in operational excellence by identifying inefficiencies, implementing process improvements, and updating SOPs.
Deliver regular performance reporting and insights on Tier 3 productivity, quality trends, and case resolution metrics to leadership.
Desired Skills and Experience
What we love to see:
Proven leadership experience in contact centres or operational teams, ideally with exposure to Tier 2/3 escalations and complex case handling.
A strong track record in coaching high-performing teams and delivering exceptional customer outcomes.
Skilled in quality assurance practices, including structured feedback tools (e.g. SBI), with a focus on continuous improvement.
Analytical mindset with the ability to identify trends and drive process enhancements.
Experience managing regulatory complaints, including preparing formal responses and representing the business in external forums (e.g. Fair Trading, VCAT).
Tech-savvy, with working knowledge of GDS platforms (Galileo, Sabre), CRM tools (e.g. Zendesk, Salesforce), and Microsoft Office.
Why Webjet?
We thank our team with an annual $250 Webjet gift card, free travel insurance and discounted travel across the Webjet offering via webjet.com.au
An annual hackathon that the whole company gets involved in, ideas born on our Hackdays often make it into production and the winner needs to be in production within 12 months!
An extensive events calendar, when we say we’re fun – we mean it.
We support you through one of life’s biggest moments, providing up to 12 weeks of paid primary leave and 2 weeks of secondary carer leave.
Have a big trip planned or thinking of school holidays? We offer purchased additional annual leave!
Want to learn more? Check out our social media pages below and keep in touch:
Successful candidates joining Webjet are required to undergo a National Police Record check and must have full-time Australian working rights on an ongoing basis.
No agency candidates will be accepted at this time.