Senior Customer Advocacy Specialist

Job Description Take an opportunity to drive initiatives that achieve customer resolution within our Customer Advocacy Unit.Challenge yourself in this ever-evolving customer centric environment.Permanent opportunity located in our Collingwood head office in Melbourne.Jetstar thrives on innovation.
We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently.
You will be encouraged to think innovatively whilst developing and maintaining best practice.Step into a role where your empathy, resilience, and problem-solving skills make a real impact.At Jetstar, we're passionate about delivering exceptional customer experiences-even when things don't go to plan.
As a Senior Customer Advocacy Specialist, you'll be at the forefront of resolving our most complex and sensitive customer complaints, helping to protect our brand and support our customers with care and professionalism.Reporting to the Team Lead Customer Advocacy, your main accountabilities will include:Managing high-risk, escalated complaints-some involving legal or regulatory bodiesInvestigating cases thoroughly using internal systems and stakeholder inputCommunicating outcomes clearly and empathetically via phone and written correspondencePreparing documentation for tribunal hearings (with legal team support)Representing Jetstar at external proceedings when requiredIdentifying trends and opportunities for continuous improvementTo be successful in this role, you will demonstrate the following:2-3 years' experience in complaints resolution or a similar customer-focused roleExcellent written and verbal communication skills, with the ability to adapt your tone and approachStrong emotional intelligence and resilienceAbility to manage competing priorities and work under pressureExperience preparing formal documentation (highly regarded)A collaborative mindset and a drive to deliver positive outcomesMandarin language skills are a strong advantageAbout JetstarThe Jetstar Group has airlines in Australia and New Zealand.
We have flown more than 400 million passengers since we launched in 2004.
We operatearound 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific.
We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s.Every day we enable more people to take off to more places, more often.Our CultureJetstar is alive with a sense of adventure.
Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance.
If you love the road less travelled, you'll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes.
You'll be supported to challenge, anticipate and explore while you work will connect people and enrich lives.
We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.Our BenefitsTeam members have access to heavily discounted fares to destinations all over the world - not only for team members, but for their favourite travel companions too.
Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel.
Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.Inclusion and DiversityJetstar is an equal opportunity employer, so by coming to work for us, you'll be part of an organisation that encourages diversity, supports charities and environmental initiatives.
We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.
If you have any support or accessibility requirements, we encourage you to advise us at time of application.If you're ready to step into a culture that will challenge and excite you, submit an application and let's explore how we go places together.Applications close: Tuesday 9th September 2025Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.