About the Company
Virgin Australia is a major Australian airline built around service, safety and giving guests real choice.
The Opportunity
Customer Advocacy Specialist resolving Virgin Australia's most complex, sensitive and high-profile customer matters, ahead of the introduction of the Aviation Industry Ombuds Scheme in 2026. Brisbane based ideally, Sydney considered.
Key Responsibilities
- Manage Virgin Australia's most complex, high-risk and escalated complaints end to end
- Manage sensitive matters involving vulnerable customers and accessibility needs
- Liaise across Customer Experience, Airport Operations, Legal and Operational teams
- Prepare high-quality written responses for customers, regulators and dispute resolution bodies
- Support governance, reporting and continuous improvement
Essential Requirements
- Experience managing complex complaints or dispute resolution in regulated environments
- Outstanding investigation, problem-solving and written communication skills
- Aviation, travel or hospitality regulatory experience favourable
Benefits
- Discounted flights ($1000 travel credits/year)
- Flexible hybrid work style
- Free counselling and wellbeing app access
How to Apply
Apply via the link provided.