Customer Advocacy Specialist

About the role

Jetstar is seeking a Customer Advocacy Specialist to join its Melbourne Head Office on a 12‑month fixed‑term basis. The role will serve as the final point of escalation for complex customer cases, ensuring swift and fair resolutions while upholding the airline’s standards and policies.

Key responsibilities

• Manage end‑to‑end handling of executive, regulatory, legal and high‑risk escalated complaints.
• Deliver timely, high‑quality case resolutions aligned with Jetstar KPIs and policies.
• Proactively engage customers by phone and email to resolve concerns and achieve first‑contact resolution.
• Assess each case to balance customer outcomes, cost and business risk.
• Process Airline Customer Advocate (ACA) cases within agreed timeframes.
• Support media and brand‑risk escalations in partnership with Corporate Communications.
• Handle highly sensitive issues, including accessibility‑related complaints.
• Identify trends, provide insights and recommend improvements to the customer experience.
• Collaborate with Legal, Airports, Commercial, Contact Centres and other internal teams.

Required profile

• Minimum 12 months experience in senior‑level customer care or the travel industry.
• Proven track record of managing complex or escalated customer cases.
• Strong written and verbal communication abilities.
• Ability to apply sound judgement when balancing outcomes, cost and risk.

Required skills