Senior Customer Advocacy Specialist

Job Description

The Senior Customer Advocacy Specialist is expected to manage complex customer issues, investigate complaints, coordinate with internal teams and deliver fair, timely resolutions. The role requires strong written and verbal communication, sound judgement, empathy and confidence handling sensitive or escalated matters. Candidates should have experience in customer advocacy, complaints management, case resolution or a similar service environment, ideally within aviation, travel or a large customer-focused organisation. Attention to detail, accurate record keeping, problem-solving skills and the ability to interpret policies and consumer obligations are important. The successful candidate will represent the customer’s voice while balancing commercial, operational and regulatory requirements, and will contribute to service improvements through recurring issue analysis and constructive feedback.

Company Info

Jetstar Airways Pty Ltd is an Australian low-cost airline and part of the Qantas Group. Established in 2003, Jetstar operates an extensive network of domestic and international routes across Australia, New Zealand and the Asia-Pacific region. The airline focuses on affordable fares, efficient operations and accessible air travel, serving millions of passengers each year. Its workforce includes airport, cabin crew, flight operations, engineering, corporate and customer-support professionals. Jetstar’s customer teams play an important role in resolving issues, supporting passengers and improving the overall travel experience. As a major aviation employer, the company offers opportunities in a fast-moving, highly regulated environment where safety, teamwork, operational reliability and value-conscious service are key priorities.

Destination Guide

Australia offers opportunities in aviation, tourism, customer service, logistics, healthcare, technology, engineering and skilled trades, with larger job markets in Sydney, Melbourne, Brisbane, Perth and Adelaide. Workplace culture is generally informal, practical and team-oriented, with emphasis on punctuality, safety and direct communication. Lifestyle varies from busy city living to relaxed coastal and regional communities, with outdoor activities, diverse food and strong public services. Living costs can be high, especially in Sydney and Melbourne, so salary and housing should be considered carefully. Foreign workers generally need an appropriate visa, such as an employer-sponsored, skilled, graduate or working holiday visa; eligibility depends on nationality, occupation, age and qualifications. Relocating usually requires arranging work rights, tax registration, health cover, accommodation and a local bank account. Australia’s distance between cities can also make domestic travel expensive, although airline employees may receive travel benefits.