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Manager Customer Advocacy Team

Company Description

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

Job Description

  • Lead the daily operation of the Customer Advocacy Team of Customer Advocacy Consultants with a strong emphasis on performance management, senior stakeholder engagement, confidentiality and sensitivity
  • Drive customer advocacy and exemplify a customer-centric mindset while protecting Qantas’ brand, reputation and legal position
  • Full time permanent position based at our Mascot Campus

Customer Advocacy is a dedicated function within Customer Recovery, acting in the best interests of Qantas’ most valuable asset – its customers. Channelling the voice of the customer within Qantas, we are empowered to make sure our customers are heard, understood and treated fairly every time they interact with us, especially when things don’t go to plan.

As Manager Customer Advocacy Team, you’ll lead a team of Customer Advocacy Consultants both onshore and offshore (on an adhoc basis), with responsibility for overseeing the Remediation function of Customer Advocacy and managing high-profile escalated, legal, and regulatory customer cases. This includes handling matters raised through Qantas Executive channels and external bodies such as the Office of Fair Trading and state-based civil and administrative tribunals. You will also represent Qantas in external hearings and mediations, while maintaining governance, reporting, and timely resolution of sensitive cases. You will identify the most appropriate course of action to resolve a customer complaint, providing the right framework and mechanisms to support Customer Advocacy Consultants through difficult and sensitive matters.

Reporting to the Senior Manager, Customer Advocacy, this role partners closely with Customer Care & Baggage, Specific Needs, Legal, Risk& Insurance, Loyalty, Airports and other operational teams and is instrumental in managing regulatory deadlines, customer remediation, and performance outcomes. You’ll be accountable for driving a customer-first culture, managing team performance, maintaining service levels, and mitigating legal and reputational risks — all while delivering a premium end-to-end customer experience. This will be important as the business readies itself for the introduction of the Aviation Industry Ombuds Scheme in the coming 12-18 months.

You’ll have:

  • 10+ years’ professional experience overall, with 5+ years’ experience in a customer care role with exposure to legal and regulatory matters 
  • Proven experience in a leadership role within a customer service and/or sales  environment 
  • Extensive working knowledge of Corporate and Contact Centre service standards, Salesforce, AQIRE / ARD Web and CM systems 
  • Extensive knowledge of PC office applications and the ability troubleshoot system access problems in a timely manner to ensure minimum down time for the operation 
  • Exceptional time management skills with the ability to work under pressure and lead people through change 
  • Experience at managing regulatory bodies in external dispute resolution settings and processes 
  • Strong understanding of legal, regulatory, internal and external policy and customer implications to represent Qantas with regulatory bodies 
  • Working knowledge of Salesforce in a complaints management capacity 
  • Excellent writing skills and attention to detail 
  • Confidentiality and sensitivity to private matters

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

  • We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
  • We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
  • We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
  • We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close Wednesday 30th April 2025

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.

Average salary estimate

$100000 / YEARLY (est.)
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$80000K
$120000K

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What You Should Know About Manager Customer Advocacy Team, Qantas Group

Qantas is looking for an enthusiastic and dynamic Manager of the Customer Advocacy Team to join our vibrant office in Sydney, New South Wales. As the world’s largest airline, we pride ourselves on our commitment to providing top-notch customer service and advocacy. In this role, you'll lead a dedicated team of Customer Advocacy Consultants, ensuring their day-to-day operations run smoothly while driving a customer-centric culture that aligns with our brand values. Your experience of over ten years in customer care, with a significant focus on legal and regulatory aspects, will be crucial as you handle escalated customer concerns and represent Qantas in external hearings and mediations. Working closely with various operational teams, you’ll play an essential role in ensuring timely resolutions and maintaining the highest level of service standards. You'll be charged with supporting your team as they tackle sensitive and challenging customer interactions, all while safeguarding our reputation. At Qantas, we believe in personal and professional growth—so you can be confident that you’ll receive exceptional support and training from day one. With a remarkable benefits program that includes amazing travel discounts and flexible leave options, you’ll experience a fulfilling career that rewards your passion for advocacy and excellence and contributes to the big picture of customer satisfaction and loyalty at Qantas. Join us to help shape the future of customer advocacy at one of Australia’s leading airlines, where every day brings new opportunities to make a difference!

Frequently Asked Questions (FAQs) for Manager Customer Advocacy Team Role at Qantas Group
What are the key responsibilities of the Manager Customer Advocacy Team at Qantas?

As the Manager of the Customer Advocacy Team at Qantas, your primary responsibilities include leading a team of Customer Advocacy Consultants, managing high-profile escalated customer cases, and ensuring effective performance management. You will also engage with senior stakeholders, uphold confidentiality regarding sensitive issues, and represent Qantas during external hearings. Your role is crucial in maintaining regulatory compliance, managing customer remediation, and fostering a customer-first culture within the organization.

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What qualifications are required for the Manager Customer Advocacy Team role at Qantas?

To qualify for the Manager Customer Advocacy Team position at Qantas, you should have a minimum of 10 years of professional experience, with at least 5 years in customer care, particularly focusing on legal and regulatory matters. Proven leadership experience within a customer service environment is essential, along with familiarity with corporate service standards, dispute resolution processes, and tools such as Salesforce. Strong attention to detail, exceptional writing skills, and the ability to handle sensitive matters are also important.

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How does the Customer Advocacy Team support Qantas’ customer experience?

The Customer Advocacy Team at Qantas plays a pivotal role in enhancing the customer experience by ensuring customers' voices are heard and their concerns are addressed fairly and respectfully, especially during challenging interactions. The team channels feedback to improve services and resolves issues effectively, thereby protecting Qantas' brand reputation and promoting customer loyalty. The Manager of this team is essential for aligning the team's operations with broader company values and service standards.

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What interpersonal skills are important for the Manager Customer Advocacy Team at Qantas?

Strong interpersonal skills are vital for the Manager Customer Advocacy Team at Qantas. You need exceptional communication abilities to liaise with stakeholders, handle sensitive cases with confidentiality, and mentor your team effectively. Leadership and conflict resolution skills are crucial, allowing you to foster a supportive environment for your team while navigating challenging customer interactions and regulatory requirements.

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What are the benefits of working as the Manager Customer Advocacy Team at Qantas?

Working as the Manager Customer Advocacy Team at Qantas comes with numerous benefits, such as extensive travel discounts and unique employee perks that allow you to broaden your horizons. You will also have access to professional development opportunities and training, along with flexible leave options to promote a healthy work-life balance. The position allows for career growth within a supportive team environment that values your contributions.

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Common Interview Questions for Manager Customer Advocacy Team
Can you describe your experience leading a customer service team?

In answering this question, provide specific examples of how you managed a customer service team, highlighting your leadership style, strategies for performance management, and ways you fostered a customer-centric culture. Discuss outcomes and improvements you achieved under your leadership.

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How do you handle escalated customer complaints?

Share a detailed process you utilize to address escalated complaints. It's essential to mention the importance of active listening, empathy, and offering resolutions. Illustrate with examples of how you successfully turned negative situations into positive outcomes in past roles.

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What is your approach to managing regulatory compliance in customer service?

Explain your understanding of regulatory compliance and its importance in the customer service landscape. Discuss specific experiences where you've navigated compliance issues effectively and how you've trained your team on relevant regulations.

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How do you ensure your team remains motivated during challenging times?

Describe strategies you employ to motivate and support your team. Emphasize fostering open communication, recognizing their hard work, and encouraging a positive mindset, especially during high-pressure situations or when dealing with sensitive cases.

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What tools or systems are you familiar with that can enhance customer advocacy?

Mention tools and systems like Salesforce that you’ve used for complaint management and customer interaction tracking. Discuss how you utilized these systems to improve workflows and enhance customer experiences through efficient handling of concerns.

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How would you develop a strong customer-first culture within your team?

Discuss specific initiatives you would implement to cultivate a customer-first mindset, such as team training, feedback gathering, role-playing scenarios, and recognition of team members who exemplify customer advocacy. Your answer should reflect actionable steps you intend to take.

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How do you approach training and coaching for your team members?

Outline your philosophy on training and coaching, emphasizing the importance of continuous learning. Provide examples of coaching methods you’ve previously implemented, such as on-the-job training, performance reviews, and mentorship programs.

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Can you discuss a time you advocated for a customer's needs within your organization?

Offer a scenario where you took initiative to represent a customer's needs, detailing the situation, actions you took, and the outcome. Highlight your communication with internal departments and how you ensured a resolution aligned with both customer expectations and company policies.

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What methods do you use to collect and analyze customer feedback?

Describe your approaches to gathering customer feedback, like surveys or direct communications. Discuss how you analyze this feedback to identify trends and make informed decisions. Mention any reporting tools you’ve used to present findings effectively to stakeholders.

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How do you stay updated on industry standards and customer advocacy best practices?

Talk about how you actively pursue professional development through industry conferences, webinars, and reading relevant literature. Emphasize your commitment to staying informed about the latest trends and practices in customer advocacy and how you apply them to your role.

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Qantas is a commercial airline company offering flights to Australia, Asia, Africa, New Zealand and the South Pacific. They are headquartered in Mascot, New South Wales, Australia.

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DATE POSTED
April 18, 2025

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