Customer Advocacy Internal Complaints Manager

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 takeoff 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! Job Description

• Lead a high‑impact, customer‑facing function that directly shapes Jetstar’s service reputation and drives meaningful resolution outcomes for our customers.
• Grow and mentor a multi‑site team across Australia and Asia, developing capability in a fast‑paced, people‑focused environment.
• Melbourne CBD location

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to takeoff at work, and in life. As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit. Takeoff with your next opportunity The Customer Advocacy Internal Complaints Manager leads a geographically dispersed team across Melbourne, Singapore and the Philippines to manage and resolve high‑level legal, executive and escalated customer complaints. The role oversees day‑to‑day workflow, allocation and quality to ensure outcomes align with Jetstar’s Customer Guarantee and evolving regulatory requirements, including the Aviation Industry Ombudsman scheme. It also requires handling complex escalations directly—both written and verbal—and representing Jetstar in appropriate forums such as consumer claims tribunals, with flexibility to work outside standard business hours and participate in an on‑call roster during peak periods. As Customer Advocacy Internal Complaints Manager your focus will include:

• Lead the onshore Customer Advocacy teams in Melbourne and Singapore, overseeing complex case management across executive, escalated, advocacy, injury and special‑assistance channels.
• Manage team performance against KPIs including case closure rates, turnaround times, quality, policy adherence, cost control and NPS/CSAT outcomes.
• Allocate workload, conduct quality assessments, coach team members, and personally manage high‑priority escalations when required.
• Act as the primary contact for Corporate Communications on brand‑risk or media‑sensitive complaints, using strong judgement to de‑escalate and drive optimal outcomes.
• Oversee Executive Case Management, maintaining strong relationships with senior leaders, ensuring SLA compliance, and providing clear summaries or feedback as needed.
• Drive offshore performance by partnering closely with the Philippines vendor team, monitoring KPIs, providing coaching, attending vendor meetings, and travelling to Manila for onsite support.
• Champion continuous improvement by identifying trends, contributing to policy and process enhancements, supporting key projects, and providing training across Customer and Contact Centre teams.
• Support Aviation Ombudsman Scheme readiness through case quality, escalation governance, documentation standards, early‑resolution practices, and seamless handover of eligible cases.

About You We’re searching for someone who:

• Proven experience leading teams (2+ years) with demonstrated success in performance, quality and engagement management.
• Strong background in high‑volume complaint handling (2+ years), including resolving sensitive, complex and legally challenging cases.
• Excellent written and verbal communication skills, with the ability to manage critical cases via phone and email using sound judgement.
• Strong analytical capability, including data interpretation, reporting and presenting insights to influence decisions.
• Ability to manage large workloads, adapt quickly to shifting priorities and work effectively under tight deadlines.
• Highly organised, with strong problem‑solving skills and the ability to take ownership and make evidence‑based recommendations.
• Confidence working with cross‑location and cross‑cultural teams, ideally with experience in Customer Advocacy, aviation or tribunal/ombudsman interactions.
• Familiarity with CRM and airline systems, and an understanding of documentation standards required for external review or alternative dispute resolution.

Applications close Sunday 18th JanuaryYour Life At Jetstar Is Unlike Any OtherPut the craft in aircraft: There’s a new fleet of A321LR NEO’s waiting for your arrival. Beyond Jetstar, our teams get exposure to projects related to the Qantas Group’s A320/1, B787 and A321 Freighters. 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 togetherWe can’t wait to hear from you. Apply now