Head of Customer Advocacy

Hello. We're Virgin Australia. We're the airline that's always done things a little different. Our way. The Virgin way. We're on a mission to make flying better than 'nice'. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What you'll be doing....

As the Head of Customer Advocacy, you'll lead our Customer Advocacy and Experience team.

Your focus will be to set the strategic direction and establish best practice for complaints management, driving the transformation of our frameworks, systems and culture. You'll build a transparent, customer-centred complaints management model that strengthens trust in our brand, enhances accountability, and delivers fair and timely outcomes for our guests. You'll implement effective policies, metrics, and processes that empower our teams to manage complex and sensitive cases confidently - embedding data-driven insights and continuous improvement to shape the future of customer advocacy at Virgin Australia.

You'll also play a key role in preparing the business for the introduction of the Aviation Industry Ombuds Scheme, helping position Virgin Australia as an industry leader in service and complaints resolution.

Key Responsibilities…

• Define and implement the next generation of complaints resolution and service at Virgin Australia. 
• Lead and inspire a team of Customer Advocacy and Experience Specialists to deliver outstanding customer outcomes. 
• Partner closely with Legal, Risk, Marketing, Operations and other key teams to ensure alignment, compliance and brand protection. 
• Lead the transformation of our complaints processes, embedding best-practice frameworks, data-driven insights and continuous improvement. 
• Partner, guide, coach and mentor our Guest Relations teams
• Manage relationships with external regulatory bodies such as the Office of Fair Trading and state-based tribunals. 
• Prepare the business for future regulatory changes and the introduction of the Aviation Industry Ombuds Scheme. 
• Monitor performance metrics, identify root causes and drive systemic improvements across all customer touch-points. 

What you need to be successful:

You're an industry leader in customer care and service recovery, known for your strategic mindset, empathy and ability to deliver results in complex environments. You thrive on solving problems that matter - balancing customer outcomes with commercial and reputational considerations.    

• Significant experience leading large, complex customer operations, including complaints and escalation management. 
• Proven experience managing legal, regulatory and high-profile customer cases. 
• Experience in building and leading multi-channel teams. 
• Executive management experience in a large organisation including accountability for third party vendor contracts and relationships. 
• Strong stakeholder management and relationship-building skills at executive level. 
• The ability to drive performance, influence outcomes and inspire a customer-first culture. 
• Deep understanding of Australian Consumer Law, complaints management frameworks and ombudsman processes. 
• The ability to think strategically and bring new ideas to the table, shaping the future of Virgin Australia's customer advocacy function. 
• The ability to anticipate and interpret reporting trends and execute mitigation strategies to manage risk, reputation and brand impacts. 
• Experience in the airline industry will be highly regarded.  

For this role you'll  ideally be based at our Brisbane HQ ,though we also have a Sydney office and welcome applicants based there who are open to travel between locations.

We're committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty, and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• Dress for Your Day' – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.
• One of Brisbane's most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Flexibility in your workday

When everyone is included, everyone wins

We're all individuals. And we love that. That's why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply? We're ready to hear from you. Apply now