Senior Policy Analyst

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Location: Melbourne
Job type: Permanent
Aircraft type:
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Sector: Operations
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Our vision is simple. Making your world more accessible. Connecting people with people and people with experiences. We offer all day, every day low fares to enable more people to fly to more places, more often.

The Senior Policy Analyst is responsible for managing changes to the Jetstar Group Commercial Policy information across the Jetstar business. They will liaise with key stakeholders in the Jetstar Branded Entities (including relevant Heads of Commercial) to ensure timely and consistent execution of key policy changes across the Group. This role will need to drive a customer centric culture throughout the team and wider group.

Our Customer Care team are focused on promoting positive customer relationships while acting as customer advocates to internal stakeholders. Providing both sales and service support to customers across multiple channels and languages across Asia-Pacific, the team works closely with internal stakeholders and external providers to optimise customer satisfaction and promote continuous improvement. The team is responsible for our innovative customer communication channels including our virtual assistant, Livechat and social media. If you’re a customer experience specialist focused on business improvement and innovation, we would love to hear from you.

Reporting to the Training & Knowledge Manager, some of the key responsibilities of this role are:

• Key contact point for changes and documentation of Commercial policy.
• Distribution and communication of policy changes in line with Group commercial and airline change processes
• Appropriate change control for the Commercial Policies document (CPP) for the Jetstar Group.
• Escalation of key issues where required.
• Strong stakeholder management to negotiate and guide change where differences within the entities may require resolution
• Providing insightful and timely feedback to internal departments based on customer experience feedback.
• Work with the Business Improvement Manager to action feedback across the Group.
• Act as a point of contact for Customer Care teams across all geographical locations.
• Provide guidance and feedback on policy when required.
• Support program for quality assurance
• Conduct frequent quality assessments on policy across all Customer Care teams in support of Senior Knowledge & Training Specialist.

To be considered for this role you should have:

• Experience within a comparable customer advocacy type role – including experience representing an organisations position at a smaller case level
• At least two years prior experience in the resolution of sensitive and/or legally focused disputes for a major organisation.
• Experience with Navitaire’s reservation system New Skies® is preferable, and an advantage
• Experience with Microsoft Dynamics CRM is preferable, and an advantage
• Managing large workloads and shift the daily focus depending on needs.
• Handling critical cases predominantly in writing and phone, utilising initiative and judgement to resolve
• Taking ownership and making suggestions based on analysis and insights.
• Grasp business issues and work under tight deadlines
• Highly organised
• Comfortable working with cross-location and cross-cultural teams
• High level written skill and professional business writing

About Us
The Jetstar Group has airlines in Australia, New Zealand, Singapore, Japan and Vietnam. Since launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 200 million passengers. Collectively we now offer more than 4,200 flights a week to more than 80 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 120 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.
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