Disrupt Communications & Recovery Specialist (12‑month Fixed‑Term)

About the role

As a Disrupt Communications and Recovery Specialist you will be the calm voice guiding customers through airline delays, cancellations and large‑scale operational events. This 12‑month fixed‑term position offers the chance to develop deep operational knowledge and sharpen communication expertise at the heart of the airline.

Key responsibilities

• Lead customer communication during operational disruptions (cancellations, delays, diversions) ensuring messages are timely, accurate and empathetic.
• Coordinate recovery efforts across operational teams to support affected customers.
• Proactively plan communications for high‑risk operational days such as marathons, concerts or severe weather.
• Monitor and summarise disruptions, providing concise updates to leaders and internal stakeholders.
• Collaborate with Airports, Contact Centre, Operations and Public Affairs to maintain 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.

Required profile

• Exceptional reliability and commitment; a team member the group 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 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.
• Flexibility to work a rotating roster that includes weekends, public holidays and overnight shifts (6‑days‑on, 3‑days‑off).

Required skills

What we offer

• Direct impact on customers during their most stressful travel moments.
• Collaboration with teams across the entire airline network.
• Opportunity to build operational knowledge and communication expertise that can grow your career.
• Shift‑based position covering 24/7 operations at Auckland Airport Campus.