Manager Customer Advocacy Team

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.

• 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.