Senior Customer Advocacy Specialist

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Senior Customer Advocacy Specialist manages complex customer complaints, escalations and sensitive service issues, working toward fair, timely and compliant resolutions. Requirements generally include strong experience in customer advocacy, complaints management or service recovery; excellent written and verbal communication; sound judgment; attention to detail; and the ability to interpret policies and relevant consumer obligations. The successful candidate is expected to investigate issues thoroughly, communicate with empathy, negotiate practical outcomes and maintain accurate case records. They should be confident handling difficult conversations, identifying recurring customer themes and providing feedback that improves products, processes and the overall customer experience. Experience in aviation, travel or a regulated service environment is advantageous.

About the employer

Jetstar Airways Pty Ltd is an Australian low-cost airline and part of the Qantas Group. Established in 2003, Jetstar operates an extensive network across Australia and New Zealand, with services to selected destinations in Asia and the Pacific. Its business model focuses on offering affordable air travel while maintaining efficient operations and a broad range of optional services. The airline employs people across customer service, airport operations, flight operations, engineering, corporate functions and digital teams. Customer advocacy is important to Jetstar because the airline manages a high volume of passengers and service interactions across multiple channels. Employees typically work in a fast-paced environment where commercial priorities, regulatory responsibilities and customer expectations must be balanced. Jetstar promotes teamwork, operational discipline, safety and continuous improvement, with opportunities available in major Australian cities and airport locations.

Working in Australia

Australia offers opportunities in aviation, tourism, logistics, healthcare, technology, construction, education and professional services. Major employment hubs include Sydney, Melbourne, Brisbane, Perth and Adelaide, while airline roles are also available near airports and regional destinations. Australian workplace culture is generally direct, collaborative and respectful of work-life balance, with strong attention to safety, fairness and personal accountability. Lifestyle varies from busy urban living to relaxed coastal or regional communities, with excellent beaches, national parks and outdoor activities. Living costs can be high, particularly in Sydney and Melbourne, so researching housing and transport is important before relocating. Skilled workers may explore employer-sponsored visas, the Skilled Independent visa, state or territory nomination, or working holiday options where eligible. Visa requirements depend on occupation, qualifications, English ability and experience. Secure the appropriate visa before starting work, and check official Australian government guidance for current rules.