Kia ora!
When travel plans change, the way we respond matters. As a Disrupt Communication and Recovery Specialist, you’ll help shape the customer experience during some of the most challenging moments in their journey.
This 12-month secondment offers a unique opportunity to build deep operational knowledge, strengthen your communication expertise, and work at the heart of the airline during critical moments.
You’ll play a crucial role in supporting our customers and protecting the integrity of our operation. You’ll be the calm voice behind our communications during delays, cancellations and large-scale operational events, making sure customers have the right information, at the right time, delivered with empathy and clarity.
This role is ideal for someone who thrives in fast-paced, unpredictable environments, can make confident decisions under pressure, and is motivated by delivering exceptional customer care in challenging moments.
Key Responsibilities
- Lead customer communication during operational disruptions (cancellations, delays, diversions, etc), ensuring messages are timely, accurate and empathetic
- Coordinate recovery efforts across operational teams to support affected customers
- Proactively plan communications for upcoming events and high-risk operational days (e.g., marathons, concerts, weather systems)
- Monitor and summarise disruptions, sharing clear, concise updates with leaders and internal stakeholders
- Collaborate closely with Airports, Contact Centre, Operations, and Public Affairs to ensure consistent information across all channels
- Identify trends, insights and opportunities to improve the customer disruption experience
- Support the Social Media team with customer interactions during non-disruptive periods
What You Will Bring
- Exceptional reliability and commitment, someone the team can count on in any situation
- Strong communication skills with a customer-first mindset
- Ability to make clear, confident decisions under pressure
- Fast learner with the agility to adapt in a constantly changing environment
- Meticulous attention to detail and proactive problem-solving
- Excellent organisational skills and ability to juggle multiple priorities
- Team player who collaborates effectively across departments
- Airline operational knowledge is highly advantageous
- Flexibility to work a rotating roster that includes weekends, public holidays, and overnight shifts, following a 6-days-on, 3-days-off roster across a variety of shift patterns.
Why You’ll Love This Role
- Your work directly supports our customers during their most stressful travel moments
- You’ll collaborate with teams across the entire airline network
- You’ll build operational knowledge and communication expertise that can grow your career
Additional Information
- Location: Auckland Airport Campus
- Shift-based position: 24 hours a day, 7 days a week
If you’re ready to make a real impact by supporting our customers through challenging moments and helping keep our operation running smoothly, we’d love to hear from you. Please apply with your most recent CV and cover letter.
Applications close 5th July 2026.
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
