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.
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:
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.
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.
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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!
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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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