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About the Role
Join FCM Travel as an Assistant Team Manager to drive outstanding client experiences, team performance, and business success. This role allows you to lead by example, support the Team Manager, and step into leadership when needed. You will build a high-performing, customer-focused environment by working closely with team members, clients, travellers, suppliers, and stakeholders.
Responsibilities
- Support the Team Manager in running a profitable business aligned with company philosophies and systems.
- Lead by example through exceptional client service, professionalism, and business acumen.
- Manage all aspects of the business during the Team Manager's absence.
- Meet and exceed client SLAs for response and turnaround times.
- Resolve service issues professionally and efficiently.
- Build and maintain effective relationships with executive assistants, travellers, clients, and suppliers.
- Interpret customer requirements accurately and deliver tailored solutions.
- Follow FCM operational systems, standards, and processes.
- Coach, train, and develop team members across products, technology, and client-specific requirements.
- Drive team engagement, morale, and performance against targets and KPIs.
- Attend client meetings and networking events to strengthen relationships and grow business opportunities.
- Support business growth through exceptional customer service and proactive problem-solving.
- Complete financial tasks and analysis to support business performance.
- Conduct team meetings, one-on-one coaching sessions, and quarterly reviews.
- Identify opportunities to improve client outcomes and operational effectiveness.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
Requirements
- Minimum 12 months' experience at Flight Centre (Essential).
- Proven success in a previous role (Essential).
- Leadership training (Desirable).
- Strong customer service and relationship-building capability.
- Experience coaching, motivating, and developing team members.
- Strong organisational, multitasking, communication, and time management skills.
- Ability to work towards targets, KPIs, and business goals.
Skills
- Client service
- Professionalism
- Business acumen
- Relationship building
- Coaching
- Team development
- Organisational skills
- Multitasking
- Communication skills
- Time management
- Problem-solving