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- Take responsibility for the day of customer service operations team at Melbourne Domestic Terminal
- Lead by example and help develop and mentor frontline staff
- Level 7 of the Jetstar ASU
- 1 x Permanent full-time position and 1 x 20-month secondment position
Job Description
As a Team Leader, you will oversee the day-of-operations team to ensure the efficient and effective functioning of both airside and landside activities, while delivering an exceptionally high standard of customer service. Responsible for the daily supervision of Melbourne port-based customer service functions, you will drive operational performance, including key metrics such as On-Time Performance (OTP), cost efficiency, and adherence to the Precision Timing Schedule (PTS).
In this role, you will foster a strong team-centred culture, empowering staff to uphold Jetstar’s customer service standards and brand values. You will also act as a key point of contact for operational and customer escalations, manage disruption handling, and build strong relationships with internal and external stakeholders to ensure a seamless travel experience. Additionally, you will lead by example in safety and compliance, support team development through coaching, and participate in frontline customer service activities as required.
You’ll have:
- Team leadership experience in an operationally driven customer service environment
- Experience in customer service functions, strategies and service philosophies
- Proven ability to resolve conflicts and manage escalations effectively with professionalism
- A proactive approach to coaching and developing others with a focus on delivering constructive feedback
- Relevant operational knowledge and highly developed customer recovery techniques
- Basic understanding of industrial awards and agreements and their application in the workplace
- Demonstrated ability to work under pressure and balance multiple time sensitive issues
- Sound decision-making skills and ability to remain composed in a fast-paced operational environments
- Strong verbal and written communication skills with the ability to work well with all levels
- Willingness to take on new challenges and work directly with the team and customers
- Ability to develop and maintain professional relationships with the team and stakeholders
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.
We’re committed to helping you build your career. With the support of your manager, let’s start a conversation about making your next move.
Applications close: Friday, 9 January, 2026
