Senior Customer Advocacy Specialist

Jetstar Airways; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Jetstar Airways in Melbourne is seeking a Senior Customer Advocacy Specialist to lead resolution of our most complex, high‑risk customer disputes and regulatory matters from our Collins Street Head Office.

You will investigate thoroughly, communicate outcomes with empathy, prepare documentation for tribunal hearings, and represent Jetstar at external proceedings when required, driving fair, balanced outcomes and continuous service improvements.

Qualifications

• 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.

Responsibilities

• 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

Skills

Empathy

Investigations

Communication

Regulatory risk assessment

Stakeholder management

Tools

Salesforce

Job description

• 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: Wednesday 4th 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