Senior Customer Advocacy Specialist

About Jetstar

Jetstar is known for famous low fares, having flown more than 400 million customers since launching in Australia in 2004. Each week Jetstar operates around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific, with a fleet of more than 80 aircraft including state-of-the-art Airbus A320/321 NEO aircraft, the Airbus A320 family and Boeing 787-8s.

About the Role

A permanent position based at Jetstar's Collins Street Head Office. Manage complex customer disputes involving tribunals, regulators and human rights bodies, and lead investigations to deliver fair, balanced outcomes in Jetstar's most sensitive customer matters. This role involves identifying trends and opportunities for continuous improvement in how Jetstar handles escalated customer matters.

What You'll Bring

• Experience managing complex, escalated customer complaints, disputes or regulatory matters
• Strong investigation and problem-solving skills, with the ability to assess risk and make sound decisions in sensitive situations
• Exceptional written and verbal communication skills, with the ability to adapt your approach for customers, regulators and senior stakeholders
• Experience preparing high-quality written responses, submissions or formal correspondence
• Strong emotional intelligence, resilience and the ability to navigate challenging conversations with professionalism and empathy
• Proven ability to manage competing priorities and work autonomously in a fast-paced environment
• Experience using case management or CRM systems such as Salesforce
• A collaborative mindset and a passion for delivering fair and balanced customer service

Your Life at Jetstar

Live the travel dream, with benefits that support you and your career as part of one of Australia's most recognised airline brands.