Customer Advocacy Internal Complaints Manager

• Lead a highimpact customerfacing function that directly shapes Jetstars service reputation and drives meaningful resolution outcomes for our customers.
• Grow and mentor a multisite team across Australia and Asia developing capability in a fastpaced peoplefocused environment.
• Melbourne CBD location

Love travel and passionate about all things aviation. Youre in the right place. At Jetstar you get to takeoff at work and in life.

As a team were lucky we get to do both for a living and we want you to be part of where we go next. Helping our teammates soar is what were all about. And with a new fleet of state-of-the-art aircraft plus new routes being added the skys the limit.

Takeoff with your next opportunity

The Customer Advocacy Internal Complaints Manager leads a geographically dispersed team across Melbourne Singapore and the Philippines to manage and resolve highlevel legal executive and escalated customer complaints. The role oversees daytoday workflow allocation and quality to ensure outcomes align with Jetstars Customer Guarantee and evolving regulatory requirements including the Aviation Industry Ombudsman scheme. It also requires handling complex escalations directlyboth written and verbaland representing Jetstar in appropriate forums such as consumer claims tribunals with flexibility to work outside standard business hours and participate in an oncall roster during peak periods.

As Customer Advocacy Internal Complaints Manager your focus will include:

• Lead the onshore Customer Advocacy teams in Melbourne and Singapore overseeing complex case management across executive escalated advocacy injury and specialassistance channels.
• Manage team performance against KPIs including case closure rates turnaround times quality policy adherence cost control and NPS/CSAT outcomes.
• Allocate workload conduct quality assessments coach team members and personally manage highpriority escalations when required.
• Act as the primary contact for Corporate Communications on brandrisk or mediasensitive complaints using strong judgement to deescalate and drive optimal outcomes.
• Oversee Executive Case Management maintaining strong relationships with senior leaders ensuring SLA compliance and providing clear summaries or feedback as needed.
• Drive offshore performance by partnering closely with the Philippines vendor team monitoring KPIs providing coaching attending vendor meetings and travelling to Manila for onsite support.
• Champion continuous improvement by identifying trends contributing to policy and process enhancements supporting key projects and providing training across Customer and Contact Centre teams.
• Support Aviation Ombudsman Scheme readiness through case quality escalation governance documentation standards earlyresolution practices and seamless handover of eligible cases.

About You

Were searching for someone who:

• Proven experience leading teams (2 years) with demonstrated success in performance quality and engagement management.
• Strong background in highvolume complaint handling (2 years) including resolving sensitive complex and legally challenging cases.
• Excellent written and verbal communication skills with the ability to manage critical cases via phone and email using sound judgement.
• Strong analytical capability including data interpretation reporting and presenting insights to influence decisions.
• Ability to manage large workloads adapt quickly to shifting priorities and work effectively under tight deadlines.
• Highly organised with strong problemsolving skills and the ability to take ownership and make evidencebased recommendations.
• Confidence working with crosslocation and crosscultural teams ideally with experience in Customer Advocacy aviation or tribunal/ombudsman interactions.
• Familiarity with CRM and airline systems and an understanding of documentation standards required for external review or alternative dispute resolution.

Applications close Sunday 25th January

Your Life At Jetstar Is Unlike Any Other

Put the craft in aircraft: Theres a new fleet of A321LR NEOs waiting for your arrival. Beyond Jetstar our teams get exposure to projects related to the Qantas Groups A320/1 B787 and A321 Freighters.
Live the travel dream: You and your nominated travel companions can takeoff more with our famous Qantas Group Staff Travel discount.

Make work feel like a holiday: Join a fun driven team where work feels like a holiday. Our people take every opportunity to takeoff together and find ways to help their teammates soar.

Theres a place for everyone at Jetstar: For us travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative innovative and solve problems quickly. We welcome applications from anyone who wants to takeoff with us. If you have support or access requirements just reach out and let us know what you need.

Were Jetstar. Lets takeoff together

We cant wait to hear from you. Apply now

Remote Work :

No

Employment Type :

Full-time