Experience resolving complex, escalated customer cases, balancing customer outcomes, cost and risk.Robust communication and customer advocacy skills, with the ability to handle sensitive issues and work across teams.12
Month Fixed Term opportunity based at our Melbourne Head Office
If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar!
We are undertaking one of the biggest recruitment campaigns in our 19-year-history.
Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.
The Customer Advocacy Specialist will provide effective daily management of escalated cases.
This could include cases that are received from Jetstar executives, out of pocket expense claims the Airline Customer Advocate and the contact centre.Working closely with the Customer Advocacy Team Managers and Manager Customer Advocacy, as the final point of escalation within Jetstar, the specialist will use their investigation skills to determine the appropriate resolution for cases and will use both verbal and written communication in managing them.
First contact resolution will be foremost in managing case outcomes.
To be successful in this role, you will demonstrate the following skills & experience:
Managing executive, regulatory, legal and high-risk escalated complaints end to endDelivering timely, high-quality case resolutions aligned to Jetstar policies and KPIsProactively engaging with customers by phone and in writing to resolve concernsApplying sound judgement to balance customer outcomes, cost and business riskManaging Airline Customer Advocate (ACA)



cases within agreed timeframesSupporting media and brand risk escalations in partnership with Corporate CommsHandling highly sensitive cases, including accessibility-related complaintsIdentifying trends and providing insights to improve customer experience outcomesCollaborating across the business, including Legal, Airports, Commercial and Contact Centres
What you'll bring:
Experience in senior-level customer care or the travel industry (12+ months preferred)Proven experience managing complex or escalated customer casesStrong written and verbal communication skillsSound judgement and the ability to balance empathy, cost and riskExperience using case management or reservation systems (e.g. New Skies®, Salesforce – desirable)A highly organised approach and the ability to adapt to changing priorities
Your life at Jetstar is unlike any other
Live the travel dream:You and your nominated travel companions can takeoff more with our famous Qantas Group Staff Travel discount.
Make work feel like a holiday:Join a fun, driven team where work feels like a holiday.
Our people take every opportunity to takeoff together and find ways to help their teammates soar.
There's a place for everyone at Jetstar:For us, travel and meeting new people go hand in hand.
We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of.
We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly.
We welcome applications from anyone who wants to takeoff with us.
If you have support or access requirements, just reach out and let us know what you need.
We're Jetstar.
Let's takeoff together.
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship
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📌 Customer Advocacy Specialist (Melbourne)
🏢 Jetstar Airways
📍 Melbourne