Airline Customer Advocate

5 days ago

Melbourne, Australia Altara Full time

This position is located in: Melbourne
- **Are you a natural problem solver that thrives on gaining results?**:

- **Do you have what it takes to manage a range of cases spanning multiple clients?**:

- **Unique and autonomous job share role in the aviation sector**

**__________________________________**
- Case management across multiple clients within the Australian aviation sector
- Join small dynamic team
- Unique autonomous role requiring highly developed problem solving and decision-making skills

**Summary**:

- The position of the Airline Customer Advocate (ACA) was created in response to the Federal Government’s expectation that the Aviation industry establishes a mechanism for consumers to have unresolved complaints examined by a third party.

Altara People is currently seeking an operationally focused and dynamic Aviation Customer Advocate to manage the complaints handling process for a number of Australian based airlines. Reporting to the General Manager of Human Resources you will be responsible for managing customer complaint cases across various aviation clients with the primary focus of reducing the volume of airline complaints and a reduction of inadequately addressed consumer complaints.

**Core Responsibilities**:

- Ensuring each complaint received is processed in accordance with the agreed processes and guidelines by overseeing the management of all complaints, from receipt to finalisation.
- Liaising with Airline Case Managers to ensure the efficient and effective handling of consumer complaints.
- Communicating with complainants to the extent specified in the agreed guidelines and processes.
- Overseeing the administration of the ACA website, databases and general operations to ensure efficiency of process._ _
- Extracting and analysing data from the ACA databases and reporting specified statistics on a regular basis (monthly and annually and on reasonable request by the Airline Committee)._ _
- Reviewing agreed processes and guidelines from time to time and recommending improvements for consideration by the Airline Committee.

**Desired Skills & Experience**:

- Tertiary qualification in an appropriate field or significant experience in an industry complaint handling context, consumer advocacy, or general management is desirable.
- A reasonable understanding of government processes and frameworks.
- Ability to co-ordinate functions across stakeholder organisations.
- While previous airline industry experience is not required, an ability to understand consumer issues in this industry is needed.
- Impartiality and the highest levels of integrity and confidentiality
- Outstanding communication skills, both written and verbal
- Excellent IT related skills including Microsoft Office

This role requires an individual that possesses unique problem solving abilities with excellent communication, time management and organisational skills, plus an ability to work autonomously with a can-do attitude. You will be the ‘go to’ person so you will need to be highly self-motivated and outcomes focused to succeed in this role. In return, we can offer you a friendly, fast-paced and vibrant work environment with ample opportunity to challenge to yourself coupled with opportunities for professional growth and development.

If you are interested in the role

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