Customer Advocacy Specialist

• Brisbane based ideally – Sydney will be considered

We’re the airline that dares to be different. Bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower. We combine heart and smarts to deliver seamless, enjoyable experiences that put the fun back into flying and empower our guests with real choice.

What you will be doing:

We're now looking for a Customer Advocacy Specialist to join our highly respected team. If you thrive on solving complex problems, influencing positive outcomes and advocating for customers while balancing commercial and regulatory considerations, this is an opportunity to make a genuine impact.

Our Customer Advocacy team is responsible for resolving the airline's most complex, sensitive and high-profile customer matters. You'll become a trusted expert responsible for managing some of Virgin Australia's most challenging customer cases, working closely with senior leaders, operational teams and external stakeholders to resolve issues with empathy, professionalism and sound judgement.

Every case is different, requiring strong critical thinking, exceptional communication and the ability to balance customer advocacy with commercial, operational and regulatory obligations.

This will be important as the business readies itself for the introduction of the Aviation Industry Ombuds Scheme in 2026.

Reporting to the Head of Customer Advocacy, you'll also play an important role in identifying systemic issues and influencing improvements that enhance the customer experience. Other responsibilities include:

• Manage Virgin Australia's most complex, high-risk and escalated customer complaints from end to end

• Manage sensitive matters involving vulnerable customers, accessibility requirements and other complex customer circumstances, escalating legal, regulatory and reputational risks where appropriate.

• Deliver fair, balanced and customer-focused resolutions while protecting the interests of the business

• Liaise with internal stakeholders across Customer Experience, Airport Operations, Contact Centres, Commercial, Legal and Operational teams to gather information and resolve complex matters

• Prepare high-quality written responses for customers, regulators and external dispute resolution bodies

• Ensure complaints are managed in accordance with regulatory obligations, company policies and service standards

• Support governance, reporting and continuous improvement initiatives across Customer Advocacy

You'll be great in this role if you have:

• Experience managing complex customer complaints, escalations or dispute resolution cases in highly regulated environments

• Outstanding investigation, problem-solving and decision-making skills

• Exceptional written communication skills with the ability to prepare professional, high-quality correspondence

• The confidence to navigate complex situations involving competing priorities and sensitive issues

• Strong stakeholder management skills with experience influencing across multiple business areas

• Excellent organisational skills with the ability to manage multiple high priority cases simultaneously

• Experience managing Executive, Ombuds or regulatory escalations would highly desirable

• Experience within aviation, travel, hospitality or another highly regulated customer environment would be favourable

Your Benefits & Beyond

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)

• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs

• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide

• Cheaper hospitality, retail, technology, beauty and wellness services

• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health

• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

Next Steps:

Virgin Australia Group prides itself on recruiting the right people to meet the challenges ahead. No matter their role – our employees share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.

Virgin Australia is an equal opportunity employer and is committed to creating an inclusive culture and supportive environment for our people.

Ready to apply?

We’re ready to hear from you. Apply now.