Senior Customer Advocacy Specialist

Senior Customer Advocacy Specialist

We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 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 takeoff to more places, more often.

Impressive numbers? What's even more impressive is the team of extraordinary people taking off together day in day out, flight after flight.

Our people are the real jet stars!

• Manage complex customer disputes involving tribunals, regulators and human rights bodies.
• Lead investigations and deliver fair, balanced outcomes in Jetstar's most sensitive customer matters.
• Permanent position based at our Collins Street Head 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 22-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, 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.

What you’ll 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 you’ll bring:

• Experience managing complex, escalated customer complaints, disputes or regulatory matters.
• Strong investigation and problem-solving skills, with the ability to assess risk and make sound decisions in sensitive situations.
• Exceptional written and verbal communication skills, with the ability to adapt your approach for customers, regulators and senior stakeholders.
• Experience preparing high-quality written responses, submissions or formal correspondence.
• Strong emotional intelligence, resilience and the ability to navigate challenging conversations with professionalism and empathy.
• Proven ability to manage competing priorities and work autonomously in a fast-paced environment.
• Experience using case management or CRM systems such as Salesforce.
• A collaborative mindset and a passion for delivering fair and balanced customer service.

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.

There’s 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.

We’re Jetstar.  Let’s takeoff together.

We can’t wait to hear from you.

Applications close: Friday 25th September 2026

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