Consultant, Customer Specific Needs

About Qantas

Qantas began in the Queensland outback in 1920 and has developed into Australia’s largest airline group across regional, domestic, and international travel. The group operates through two core airline brands, Qantas and Jetstar, and is supported by a range of subsidiary businesses that help keep the wider operation running.

Role overview

This position sits within the Customer Specific Needs team at the Mascot Head Office in Sydney. It is a full-time role that follows a rotating 7-day shift roster. The work is central to ensuring customers with special travel requirements receive safe, consistent, and well-coordinated support throughout their journey.

In this role, you will manage customer cases involving medical clearance for travel, reduced mobility, travel with medical equipment or oxygen, and service animals. You will help determine whether customers can travel under the relevant guidelines, collect additional information from treating physicians when required, and refer cases that fall outside standard parameters to Legal and QF Medical teams.

What the role involves

• Handling customer cases for travellers with medical or mobility-related needs.
• Reviewing travel requests against Qantas guidelines and making clearance decisions.
• Coordinating with treating physicians to obtain extra medical details where needed.
• Escalating non-standard cases to the Legal and QF Medical teams.
• Ensuring internal teams are informed about specific needs customers and any required actions.
• Supporting a smooth, safe, and positive customer journey.

Skills and experience needed

Qantas is looking for someone who can work confidently in a sensitive, fast-moving environment and balance customer care with operational requirements. The right person will have a strong service mindset, sound judgement, and the ability to work across multiple teams.

• Clear interpersonal, communication, problem-solving, and time management skills.
• Background supporting customers with specific needs in an airport or contact centre setting.
• Strong working knowledge of Qantas systems such as CM, Reservations, and Salesforce, plus solid general computer skills.
• Experience collaborating with several stakeholders and internal departments.
• Ability to stay effective under pressure, manage priorities, and meet deadlines.
• Strong attention to detail and a commitment to high-quality customer outcomes.
• Confidence in making practical decisions within tight timeframes.
• Experience speaking directly with customers about sensitive information in a respectful and professional way.

Growth and support

Qantas offers on-the-job coaching, formal training, and ongoing development support from day one. The company encourages career growth across different teams and functions, with opportunities to build both personal and professional capabilities over time.

Employee benefits

• Greatly reduced air travel for employees, their family, and friends, along with special rates on accommodation and holidays.
• Flexible leave options, including 18 weeks of paid parental leave and the ability to buy additional leave for eligible staff.
• Access to a wide range of discounts across shopping, food and wine, insurance, health and wellbeing, leisure, and entertainment.
• Salary packaging options covering motor vehicles, eligible portable electronic devices, and professional memberships.
• Wellbeing support, including mental health resources, a wellbeing app, and personalised nutrition planning.

Inclusion and application notes

Qantas is an equal opportunity employer and values diversity and inclusion in the workplace. Aboriginal and Torres Strait Islander peoples, as well as candidates from all backgrounds, are encouraged to apply. If you need support or access adjustments during the application process, you are asked to let the company know at the time of applying. Personal information will be handled confidentially in line with privacy laws.

The application deadline is Monday, 13 July 2026. Only candidates with the right to work in Australia or New Zealand without restriction or sponsorship will be considered.