Job 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.

• Exciting opportunity to be a part of our Customer Specific Needs team.
• Full time, 7 days rotating shift work
• Based at our Mascot Head Office

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. We take a commercial mindset to all we do, ensuring we make strategic decisions that live up to customer expectations. It’s in us to be our best. We see it as our responsibility to take ownership and drive outcomes, ensuring we make a contribution to take the organisation forward.

As a Customer Specific Needs Consultant you will be responsible for activities related to Qantas customers with specific needs. This includes Qantas customers who require medical clearance for travel, customers with reduced mobility, and those travelling with medical aids, oxygen or service dogs. This role is critical to the customer experience and to ensuring all internal stakeholders are aware when our specific needs customers are travelling and what actions need to be taken to ensure a smooth and safe journey. The role takes responsibility for clearing customers for travel within guidelines, liaising with customers treating physicians for additional information and escalating those outside guidelines to Legal and QF Medical teams.

To be successful in this role, you must have –

• Strong interpersonal, communication, problem solving and time management skills.
• Experience working with Customers with Specific Needs in either an airport or Contact Centre environment.
• Significant experience using Qantas IT systems including CM, Reservations, Salesforce, together with a high level of computer literacy in other programs.
• Experience working with multiple stakeholders – including demonstrated experience working with multiple internal departments.
• Ability to work under pressure, prioritise tasks & meet deadlines.
• Strong attention to detail and a passion for delivering superior customer experiences.
• Demonstrated experience making informed decisions within limited time frames.
• Experience in direct customer contact and open respectful conversation regarding sensitive information.

We’re committed to helping you build your career. With the support of your manager, let’s start a conversation about making your next move.

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 on Monday 13th July, 2026

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