Customer Recovery Officer

**Working on challenging and exciting initiatives.**:

- ** Join and support our Customer Recovery team at Jetstar.**:

- ** 12 month fixed-term opportunity based in our Collingwood 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.

As the **Customer Recovery Officer, **you will work with Flight Operations and Airports in the critical role of coordinating and communicating all disrupt activity to passengers as required.

You will be a vital part of the Customer Recovery Team (CRT) within the Jetstar Operations Control Centre, in a 24/7 shift work environment. Lead by the Customer Manager, the team has a central customer and commercial focus - researching, co-ordinating and implementing recovery plans during times of network disruption, in addition to being an around the clock escalation channel for Jetstar airports across the network. CRT works closely with operations control, airports and contact centre teams and is accountable for coordinating and communicating disruption-recovery plans to customers and internal stakeholders as required.

**Reporting to the Customer Managers, your key responsibilities will be to**:

- Work closely with Flight Operations performing an integral role co-ordinating and communicating flight recovery plans and collectively coming up with the best outcome for the passengers, the operation and the business.
- Co-ordinate the communication of disrupted flights with the call centre and airports ensuring that passengers are well informed at all times.
- Co-ordinate and manage customer communication including sending SMS and communication in line with the JQ Customer Charter and disruption / recovery policies.
- Monitor and plan customer contact based on the current operational situation. Use ROCADE and Operations to establish when such contact needs to take place. In line with the JQ Customer Charter.
- Show initiative, pre-empting the effects of operational disruptions and intervening at the earliest opportunity to mitigate the effect to customers' journey.
- Co-ordinate the communication of disrupted flights with reservations teams and airports, ensuring customers are well informed at the earliest opportunity of changes to schedule.
- Monitor and plan customer contact and offerings based on the current operational situation, in line with the Jetstar Customer Charter and Commercial Policy
- Develop and maintain a thorough understanding of the Jetstar Disruption Matrix and Commercial Policy and Procedures.

**To be considered for this role, you will have**:

- Ability to adapt to a variety of disruption situations and think laterally
- Excellent communication and interpersonal skills
- Ability to use initiative and strong attention to detail
- Customer focussed and commercially minded.
- Ability to communicate well with internationally based teams.
- Excellent time management, written and verbal communication skills
- Excellent problem-solving skills
- A self-starter who is team oriented, disciplined and able to self-manage to achieve high levels of accuracy, productivity and efficiency.
- A combination of well-developed conceptual, analytical and planning skills.
- Demonstrated commitment to safety

**About Jetstar**

The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.

**Our Culture**

Jetstar 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 Benefits**

Team 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 Diversity**

**Applications close**: Wednesday 15th November 2