Leader, Crew Culture - Virgin Australia (Melbourne)
Virgin Australia is seeking a dedicated and experienced Leader, Crew Culture to join its Melbourne team. This individual will be responsible for leading, supporting, coaching, and developing a team of customer service professionals who operate onboard Virgin Australia aircraft. The Leader, Crew Culture will play a crucial role in fostering a collaborative, empowered, and high-performing team dedicated to delivering unforgettable guest experiences.
Reporting to the Crew Culture Manager, the Leader, Crew Culture drives team and operational performance in alignment with Virgin Australia's values, policies, and key performance indicators (KPIs). This role also involves proactively supporting the health and wellbeing of crew members, addressing their needs, and facilitating their professional development.
Key Responsibilities:
- Inspire and motivate cabin crew, cultivating an environment that consistently delivers memorable customer experiences.
- Ensure the team achieves operational targets, adheres to safety regulations, and meets performance metrics while maintaining exceptional service quality.
- Embed and champion a positive people culture that aligns with the Virgin Australia Group's strategic vision and purpose.
- Conduct performance management meetings, ensuring compliance with company policies, procedures, and Fair Work guidelines.
- Ensure team members adhere to the Enterprise Agreement (EA), workplace regulations, and company policies.
- Support investigations into workplace incidents, grievances, and disciplinary matters, ensuring fair and compliant processes.
- Manage the health and wellbeing of cabin crew members, including leading return-to-work processes, supporting employees with injury management, and liaising with relevant stakeholders.
- Support day-to-day operations as required to ensure performance metrics are achieved.
Qualifications and Experience:
- Minimum Year 12 qualification or equivalent.
- Demonstrated leadership experience in leading large, diverse teams in a fast-paced business environment.
- Experience leading remote workforces.
- Proven experience in running performance management processes.
- Aviation experience is highly desirable.
- Demonstrated trusted people leadership capability.
- Proven ability to influence and engage business leaders.
- Strong emotional intelligence; the ability to understand and respond to behaviors to affect positive outcomes.
- Ability to drive positive customer outcomes through a large, diverse workforce.
- Good understanding of working within the scope of an Enterprise Bargaining Agreement.
Benefits of Joining Virgin Australia:
Virgin Australia offers a dynamic and rewarding work environment with opportunities for professional growth and development. Benefits include:
- Heavily discounted air travel + $1,000 in annual travel credits.
- Travel discounts on insurance, car hire, hotels, and experiences.
- Discounted Lounge membership and perks across retail, tech, beauty, and wellness.
- Wellbeing support, including a digital wellness platform and Employee Assistance Program.
Virgin Australia is an equal opportunity employer and encourages applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, members of the LGBTQI+ community, and all individuals who share a passion for aviation and customer service.