Customer Advocacy, Team Lead (Escalated Cases)

• Challenge yourself to handle critical cases within the legal and executive channels.
• Fantastic opportunity to lead and mentor a team of Customer Advocacy professionals.
• Permanent Full-Time opportunity based at our Collingwood Office in Melbourne.

If you’ve ever thought about a career in aviation — now is the perfect time to take off with Jetstar! We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.
As the Customer Advocacy, Team Leader (Escalated Cases), you will manage a team of Customer Advocacy professionals across Melbourne and Singapore tasked with managing and resolving various escalated, legal and executive cases.
You will be responsible for the day-to-day allocation of tasks, performance and quality of the team’s output and ensuring case resolution is delivered in line with agreed frameworks. You will also be expected to manage escalations (on the phone and in writing), handle your own complaint cases as required, and represent Jetstar at an appropriate level in certain forums like consumer claims tribunals.
This role plays a crucial part in coaching and mentoring the team of Customer Advocacy specialists, and ensuring they are equipped to provide high levels of customer service and represent the Jetstar brand in a professional manner at all times. You will also be required to work outside of business hours at times and take part in an on-call roster during peak periods or as required.
Reporting to the Manager Customer Advocacy, your key responsibilities include:

• Leading a team of Customer Advocacy Analysts and/or Senior Customer Analysts responsible for case management (allocation of work, quality assessment, escalation management).
• Coaching and mentoring the team, ensuring they are equipped to provide high levels of customer service and represent the Jetstar brand in a professional manner at all times.
• Handling critical cases, ensuring case resolution is delivered in line with agreed frameworks.
• Supporting the Manager Customer Advocacy in representing Jetstar externally.
• Leading a culture of customer centricity, continuous improvement and operational excellence.
• Identifying trends in customer feedback and supporting recommendations through data and analysis.
• Developing, maintaining and facilitating training for customer service teams in specialised topics.

To be successful in this role, you will have:

• Previous experience in a people leadership role, preferably in a Customer Advocacy or similar escalated complaints environment.
• Experience managing complex complaints, comfortable interpreting policies and legislation.
• Experience in the resolution of sensitive and/or legally focused cases.
• Strong communication skills (both written and oral) with the ability to influence at all levels.
• People management experience with a focus on coaching, mentoring and motivating others.
• Ability to analyse data, write reports and make recommendations based on analysis and insights.
• Excellent time management skills, and strong attention to detail.
• Experience with airline reservation systems, CRM and operating systems is an advantage.

About Jetstar
The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.
Our Culture
Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.
Our Benefits
Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
Inclusion and Diversity
Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application.
If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together.
Applications close: Wednesday 24th January 2024
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.