Customer Advocacy Specialist

Qantas; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff travel discount

Job summary

Jetstar in Melbourne is seeking a Customer Advocacy Specialist for a 12-month fixed-term contract at our Melbourne Head Office. The role focuses on managing escalated customer cases, ensuring timely resolutions, and aligning with Jetstar policies to protect customer outcomes and minimise risk.

You will work closely with the Customer Advocacy Team Managers, handling sensitive issues and collaborating with Legal, Corporate Comms and other departments to drive improvements in the customer

Qualifications

• Managing executive, regulatory, legal and high-risk escalated complaints end to end.
• Delivering timely, high-quality case resolutions aligned to Jetstar policies and KPIs.
• Proactively engaging with customers by phone and in writing to resolve concerns.
• Applying sound judgement to balance customer outcomes, cost and risk.
• Experience using case management or reservation systems (e.g. New Skies Salesforce – desirable).

Responsibilities

• Provide effective daily management of escalated cases.
• Investigate cases to determine appropriate resolutions.
• Use verbal and written communication in managing cases.
• Prioritise first contact resolution in outcomes.
• Collaborate with Customer Advocacy Team Managers and broader teams.

Skills

Senior-level customer care

Travel industry experience

Written and verbal communication

Cost and risk balancing

Tools

New Skies Salesforce

Microsoft Office

Job description

• Experience resolving complex, escalated customer cases, balancing customer outcomes, cost and risk.
• Strong communication and customer advocacy skills, with the ability to handle sensitive issues and work across teams.
• 12 Month Fixed Term opportunity based at our Melbourne 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 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.

The Customer Advocacy Specialist will provide effective daily management of escalated cases. This could include cases that are received from Jetstar executives, out of pocket expense claims the Airline Customer Advocate and the contact centre. Working closely with the Customer Advocacy Team Managers and Manager Customer Advocacy, as the final point of escalation within Jetstar, the specialist will use their investigation skills to determine the appropriate resolution for cases and will use both verbal and written communication in managing them. First contact resolution will be foremost in managing case outcomes.

To be successful in this role, you will demonstrate the following skills & experience:

• Managing executive, regulatory, legal and high-risk escalated complaints end to end
• Delivering timely, high-quality case resolutions aligned to Jetstar policies and KPIs
• Proactively engaging with customers by phone and in writing to resolve concerns
• Applying sound judgement to balance customer outcomes, cost and business risk
• Managing Airline Customer Advocate (ACA) cases within agreed timeframes
• Supporting media and brand risk escalations in partnership with Corporate Comms
• Handling highly sensitive cases, including accessibility-related complaints
• Identifying trends and providing insights to improve customer experience outcomes
• Collaborating across the business, including Legal, Airports, Commercial and Contact Centres

What you’ll bring:

• Experience in senior-level customer care or the travel industry (12+ months preferred)
• Proven experience managing complex or escalated customer cases
• Strong written and verbal communication skills
• Sound judgement and the ability to balance empathy, cost and risk
• Experience using case management or reservation systems (e.g. New Skies® Salesforce – desirable)
• Strong Microsoft Office skills
• A highly organised approach and the ability to adapt to changing priorities

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: Wednesday 25th November 2026

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