Customer Advocacy Specialist in Melbourne

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 take off 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!

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, 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 take off 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 take off 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 take off with us. If you have support or access requirements, just reach out and let us know what you need. We're Jetstar. Let’s take off 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.