Senior Customer Advocacy Specialist

• Take an opportunity to drive initiatives that achieve customer resolution within our Customer Advocacy Unit.
• Challenge yourself in this ever-evolving customer centric environment.
• Permanent opportunity located in our Collingwood head office in Melbourne.

Jetstar thrives on innovation. We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.

As the Senior Customer Advocacy Specialist, you will manage and resolve escalated complaint cases, some which pose a major brand risk and some of which have been received via Small Claims Courts or Offices of Fair Trading. Subject matter will include discrimination, flight disruptions or personal injury. You will work with internal stakeholders and use internal systems to investigate complaints to assist you in determining the right course of action. Balancing empathy with business policies and priorities, you will liaise with customers to negotiate and communicate outcomes. You will also have the opportunity to represent Jetstar at certain proceedings.

Reporting to the Team Lead Customer Advocacy, your main accountabilities will include:

• Applying appropriate judgement and sensitivity to highly escalated cases to ensure that a positive outcome is achieved, whilst factoring cost and risk/liability.
• Resolving escalated complaints within timeframes set out in KPIs and in alignment with Jetstar’s policies and procedures.
• Collaborating with internal departments to ensure timely outcome on cases as well as identifying trends and opportunities for business improvement.
• Proactively contacting customers on the phone and in writing to seek information, negotiate resolutions and advise of case outcomes.
• Preparing document submissions in advance of tribunal hearings (with the support of our legal team).
• Representing Jetstar autonomously at certain proceedings.

To be successful in this role, you will demonstrate the following:

• 2-3 years experience in complaints resolution
• High level verbal and written communication skills, and the ability to adapt your communication style as appropriate
• High levels of empathy
• Resilience and accountability
• Experience with document preparation would be highly regarded
• The ability to multitask and prioritise 
• Eagerness to contribute to the success of a team

About Jetstar
The Jetstar Group has airlines in Australia and New Zealand. We have flown more than 400 million passengers since we launched in 2004. We operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s. Every day we enable more people to take off to more places, more often.

Our Culture
Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.

Our Benefits
Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.

Inclusion and Diversity 
Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application. 

If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together.

Applications close: Monday 21st July 2025

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.