Complaints Specialist

Talent; Sydney; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

8-month fixed term contract

Job summary

Talent in Sydney is seeking a Complaints Specialist to join a leading aviation organisation for an 8-month fixed-term contract. You will manage community complaints and enquiries relating to aviation operations, delivering exceptional customer service.

The ideal candidate will combine aviation knowledge with strong complaints handling, investigation and stakeholder engagement skills, and thrive in a fast-paced environment with hybrid working and on-site onboarding.

Qualifications

• Previous experience within aviation industry including airport operations or airline customer service.
• Strong customer service experience, including handling complex or sensitive enquiries.
• Excellent written and verbal communication; able to explain technical concepts to non-technical audiences.
• Ability to handle challenging conversations, de-escalate situations and manage customer expectations.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Ability to manage competing priorities and deliver accurate outcomes under pressure.
• Strong stakeholder engagement and relationship-building skills.
• Australian Citizenship or Permanent Residency.

Responsibilities

• Manage incoming complaints and enquiries related to aircraft noise, flight paths and aviation operations.
• Conduct initial investigations, gather information and determine appropriate resolutions.
• Translate complex aviation information into clear, customer-friendly communications.
• Handle sensitive conversations with empathy, professionalism and confidence.
• Assess and prioritise complaints, identify risks and escalate complex matters where appropriate.
• Maintain accurate records of complaints, investigations and outcomes.
• Prepare high-quality written responses and contribute to reporting.
• Collaborate with internal teams to ensure effective resolution.
• Identify opportunities to improve complaint handling processes and customer outcomes.

Skills

Aviation industry knowledge

Customer service excellence

Investigations

Stakeholder engagement

Communication skills

Analytical thinking

Prioritisation under pressure

Empathy in communications

De-escalation

Attention to detail

Australian Citizenship / PR

Job description

Complaints Specialist | Aviation Industry | Sydney

8 Month Fixed Term Contract |Base Salary + 14% Super | Hybrid Working

An exciting opportunity has become available for an experienced Complaints Specialist to join a leading organisation within Australia's aviation industry.

Based in Sydney, this 8 month fixed term contract will see you play a key role in managing community complaints and enquiries relating to aviation operations, delivering exceptional customer service while navigating complex and sensitive matters.

This position is ideal for someone who combines aviation industry knowledge with strong complaints handling, investigation and stakeholder engagement skills, and enjoys finding solutions in a fast-paced, customer-focused environment.

The Opportunity

As a Complaints Specialist, you will be responsible for assessing, investigating and responding to enquiries and complaints from members of the public. You’ll work closely with internal stakeholders to interpret technical information, manage expectations and ensure responses are accurate, professional and timely.

Your responsibilities will include:

• Managing incoming complaints and enquiries relating to aircraft noise, flight paths and aviation operations.
• Conducting initial investigations, gathering relevant information and determining appropriate resolutions.
• Translating complex aviation and technical information into clear, customer-friendly communications.
• Managing sensitive and challenging conversations with empathy, professionalism and confidence.
• Assessing and prioritising complaints, identifying potential risks and escalating complex matters where appropriate.
• Maintaining accurate records of complaints, investigations and outcomes.
• Preparing high-quality written responses and contributing to reporting activities.
• Collaborating with internal teams and stakeholders to ensure effective complaint resolution.
• Identifying opportunities to improve complaint handling processes and customer outcomes.

About You

We are looking for a confident communicator who thrives in a customer-facing environment and can balance empathy with sound judgement.

To be successful, you will bring:

• Previous experience within the aviation industry, ideally across airport operations, airline customer service, aviation administration or similar environments.
• Strong customer service experience, including managing complex or sensitive enquiries.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Demonstrated ability to handle challenging conversations, de-escalate situations and manage customer expectations.
• Strong analytical and problem-solving skills, with excellent attention to detail.
• Ability to manage competing priorities and deliver accurate outcomes under pressure.
• Strong stakeholder engagement and relationship-building skills.
• Australian Citizenship or Permanent Residency.

Highly regarded:

• Experience in complaints management, investigations, dispute resolution or case management.
• Experience working in high-volume contact centres or customer-facing operational environments.
• Exposure to regulatory, government or community engagement environments.
• Understanding of aircraft operations, flight paths, aviation noise or air traffic management.
• Experience preparing formal written responses and investigating complex customer matters.

What’s on Offer?

• 8 month fixed term contract with a leading organisation in the aviation industry.
• Competitive salary of Base salary + 14% superannuation.
• Sydney-based opportunity with hybrid working arrangements.
• Initial onsite training and onboarding before transitioning to a hybrid working model.
• Opportunity to work on meaningful issues impacting communities across Australia.
• Collaborative and supportive team environment.

Interested?

If you have a background in aviation and a passion for delivering exceptional customer outcomes, we’d love to hear from you.