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Manager Customer Advocacy
1 month ago
- Lead customer advocacy and resolution functions across the Jetstar Group
- Drive transformation of the customer escalation process
- Collingwood Head Office location, Permanent full-time opportunity
Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo's as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.
Jetstar is seeking a dynamic and experienced Manager, Customer Advocacy to lead our customer resolution functions across the Jetstar Group. This strategic and operational leadership role is responsible for managing our onshore teams in Melbourne and, through partners, our offshore teams based in Manila, Malaysia and Japan, handling legal, high-risk, and executive complaints (Tier 3) and our second tier of escalation. A key focus will be transforming the escalation process for Tier 2 and Tier 3 cases, ensuring a seamless and efficient customer experience. In this role, you will act as Jetstar's representative in Ombudsman-referred cases and government and regulatory forums, such as tribunals and small claims courts.
The core responsibilities of this role will be:
- Manage escalated complaints (Tier 2 & Tier 3), contact customers and regulators, and represent Jetstar in tribunals and industry forums.
- Support Qantas Legal in tribunal matters, ensure compliance with aviation regulations, and represent Jetstar in customer policy disputes.
- Negotiate customer-friendly resolutions, reinforce Jetstar brand values, and drive loyalty through positive engagement.
- Identify complaint trends, recommend policy changes, and implement Lean Six Sigma projects to enhance efficiency and customer satisfaction.
- Collaborate with internal and external partners, including regulators, government bodies, and industry committees, to align policies and best practices.
- Lead and develop onshore and offshore teams in complaint resolution and social media engagement, ensuring high performance and customer focus.
- Ensure compliance with change governance procedures, provide reporting on legal and regulatory matters, and assess security risks in customer interactions.
To be considered, key skills will include:
- Experience in regulatory engagement, industry Ombudsman interactions, and case management.
- Tertiary qualifications in business or a related field; MBA or Lean Six Sigma certification highly regarded.
- Understanding of airline operations, low-cost business models, and customer service frameworks.
- Proven track record in leading organisational change in dynamic environments.
- Experience managing domestic and international customer service teams, driving high performance.
- Data-driven decision-making, problem-solving skills, and a continuous improvement mindset.
- Strong written and verbal abilities, with the capability to engage stakeholders at all levels.
- Technology & Process Knowledge – Proficiency in Microsoft Office (Excel, PowerPoint) and familiarity with Jetstar policies and procedures.
Applications close: 11.59pm Wednesday 2nd April
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