Senior Customer Advocacy Specialist

• Work on exciting initiatives that support customers with care and professionalism.
• Represent Jetstar externally and drive improvements through insights.
• Permenant position based at our head office in Collingwood.

If youve 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. 

Step into a role where your empathy resilience and problem-solving skills make a real impact. At Jetstar were passionate about delivering exceptional customer experiences - even when things dont go to plan. As a Senior Customer Advocacy Specialist youll 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.

What youll be doing:

• Managing high-risk escalated complaints - some involving legal or regulatory bodies
• Investigating cases thoroughly using internal systems and stakeholder input
• Communicating outcomes clearly and empathetically via phone and written correspondence
• Preparing documentation for tribunal hearings (with legal team support)
• Representing Jetstar at external proceedings when required
• Identifying trends and opportunities for continuous improvement

What youll bring:

• 23 years experience in complaints resolution or a similar customer-focused role
• Excellent written and verbal communication skills with the ability to adapt your tone and approach
• Strong emotional intelligence and resilience
• Ability to manage competing priorities and work under pressure
• Familiarity with CRM systems such as Salesforce.
• Experience preparing formal documentation (highly regarded)
• A collaborative mindset and a drive to deliver positive outcomes
• Mandarin language skills are a strong advantage

Your life at Jetstar is unlike any other

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.

Applications close: Sunday 1st Frbruary 2026

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship

Remote Work :

No

Employment Type :

Full-time