Customer Experience Coordinator

About Us

Fine Tours Group (FTG) is a technology-enabled travel business operating a portfolio of Australia and New Zealand travel brands. We plan and deliver trips end-to-end for travellers and travel advisors, curating bespoke journeys, building multi-stop itineraries, managing bookings, and supporting customers from planning through to travel.

Our values guide everything we do: Stay True, Look Beyond, Empower, and Band Together.

As we enter an exciting growth phase, we are expanding our reach. For you, this is a chance to join a business where your work has a visible impact, you’ll be trusted to act, and you’ll be backed by strong teamwork and clear pathways to grow as we scale.

About the Role

Are you passionate about Australia and love helping people experience it at its best? We're looking for a Customer Experience Coordinator to join our high-performing team on the Sunshine Coast.

You'll be the crucial link between our customers and the unforgettable trips they're embarking on. From the first enquiry through to the final day of travel, you'll help make every step seamless, well-coordinated and genuinely memorable.

You'll work closely with our Sales Consultants and internal teams to bring itineraries to life, and be the go-to person when customers need support.

This is a full-time, permanent role, and weekend and public holiday work is required.

What you'll be doing

• Support Sales Consultants with bookings, documentation, and coordination
• Assist in delivering a seamless customer experience across the full travel journey
• Respond to customer enquiries via phone, email, and messaging platforms
• Provide operational support to travellers during their trips
• Identify and help resolve issues in collaboration with internal teams
• Ensure accuracy and quality across booking and confirmation processes
• Collaborate with Sales, Product, and Operations teams to ensure smooth delivery
• Contribute to the continuous improvement of customer experience processes

What you'll bring

You're someone who enjoys helping people and takes pride in delivering great experiences. You're organised, proactive, and thrive in a fast-paced environment. You'll also bring:

• A genuine passion for and knowledge of Australia
• Strong customer service mindset and attention to detail
• Excellent organisation and ability to manage multiple priorities
• Confidence using CRMs, booking systems and digital tools
• Broad IT competencies
• Strong communication skills, both written and verbal
• A collaborative, team-first approach
• Experience in customer service, operations, travel or administration
• A calm, solutions-focused approach when handling challenges
• Ability to perform well under pressure, working independently and as part of a team

Why you'll love working with us

• Play an important role in helping travellers experience the best of Australia
• Work in a friendly, supportive, collaborative and inclusive culture
• Structured onboarding, ongoing training and real career development opportunities across the Fine Tours Group
• Join a fast-growing, successful business on the Sunshine Coast, with a competitive remuneration package
• Hybrid working (one day a week from home), exclusive travel industry perks and destination experiences, free breakfast, birthday leave, and a company social club

By joining FTG, you will be part of a great bunch of people from all over the world who have come together for a shared purpose: to deliver the very best Australian travel experiences!

Apply now with your CV and a short cover letter explaining why you’d be a great fit for Fine Tours Group