Customer Advocacy Specialist

Job Description

The Customer Advocacy Specialist supports customers whose concerns require detailed investigation, empathetic communication and effective resolution. Requirements typically include experience in customer advocacy, complaints handling, contact centres or service recovery; strong written and verbal communication; sound judgement; attention to detail; and the ability to manage sensitive cases professionally. The successful candidate is expected to investigate issues fairly, coordinate with internal teams, identify practical solutions and represent the customer’s interests while protecting company standards. Experience in aviation, dispute resolution, regulatory complaints or case-management systems is advantageous. The role also requires resilience, confidentiality, accurate record keeping and a commitment to improving the overall customer experience.

Company Info

Qantas is Australia’s national airline and one of the country’s most recognised aviation companies. Founded in 1920, it operates domestic and international passenger services, freight operations and related aviation businesses. The Qantas Group includes Qantas and Jetstar, serving destinations across Australia, New Zealand, Asia, Europe and the Americas. Its operations encompass flight services, airport activities, engineering, loyalty programs and corporate functions. Qantas places strong emphasis on safety, operational reliability and customer service, while continuing to invest in technology, sustainability and improved travel experiences. Employees may work in a diverse, highly regulated environment where collaboration across customer service, airport operations, technology and airline teams is important. Benefits and working arrangements vary by position, location and employing entity.

Destination Guide

Australia offers employment opportunities across aviation, tourism, healthcare, technology, construction, education, logistics and professional services. Major aviation and corporate hubs include Sydney, Melbourne, Brisbane, Perth and Adelaide, with regional opportunities also available. Australian workplace culture is generally direct, inclusive and collaborative, with strong attention to safety, fairness and work-life balance. Lifestyle varies from busy city living to relaxed coastal or regional communities; housing costs are highest in Sydney and Melbourne. Citizens of eligible countries may use working holiday visas, while skilled workers generally need employer sponsorship or an eligible skilled visa. Relocating usually requires a valid visa, tax file number, bank account, health cover and suitable accommodation. Research occupation lists, qualification recognition and state requirements before moving. Australia’s distances can be significant, so location and transport access should be considered carefully.