Overview
Provide fast empathetic customer support across all Qantas social channels to build trust and brand advocacy. Triage resolve and escalate enquiries while ensuring consistent high-quality interactions on public platforms coordinating with cross-functional teams. Permanent role based at Mascot Campus working across a rotating roster.
What you'll do
* Provide fast empathetic customer support across all Qantas social channels to build trust and brand advocacy.
* Triage resolve and escalate enquiries while ensuring consistent high-quality interactions on public platforms coordinating with cross-functional teams.
* Permanent role based at Mascot Campus working across a rotating roster.
Role description
The Social Care Advisor is a frontline community management role responsible for monitoring, responding to, and resolving customer enquiries and issues across all Qantas social media channels. This role plays a critical part in delivering the Qantas social care strategy to renew trust and pride in Qantas.
Operating within the social care team under the Senior Manager of Social Advocacy, the Social Care Advisor role provides real-time customer support across Facebook, Instagram, X/Twitter, LinkedIn, TikTok and other social platforms as required including Facebook Groups. This role triages incoming customer enquiries, provides timely and empathetic responses, resolves issues where possible, and escalates complex matters to appropriate teams or functions for further servicing resolution.
The Social Care Advisor works closely with Customer Recovery, Contact Centres, Corporate Communications, and Marketing teams to ensure consistent high-quality customer interactions across all touchpoints. This role requires the ability to work under pressure during operational disruptions, manage multiple conversations simultaneously, and turn potentially negative customer experiences into positive advocacy moments. Given the 24/7 nature of social media and customer expectations for rapid response, this role operates on a rotating roster basis including evenings, weekends and public holidays to provide comprehensive coverage during peak periods and disruption events.
You'll have
* 4 years experience in customer service, social media, community management or contact centre roles (aviation or service industry experience highly desirable)
* Tertiary qualification in Communications, Marketing, Public Relations, Business or related field (or equivalent practical experience)
* Exceptional written communication with the ability to deliver clear, concise and empathetic responses across diverse scenarios
* Strong understanding of major social media platforms and their distinct functions
* Proven customer service excellence with strong problem-solving skills, empathy and commitment to resolution
* Able to stay calm and professional while managing multiple urgent enquiries in fast-paced environments
* Strong judgment and triage capability to quickly assess situations and determine appropriate response pathways
* Excellent time management, consistently meeting SLAs while maintaining high quality
* Technically proficient across social care tools, CRM systems, knowledge bases and operational platforms
* High emotional intelligence with the ability to read sentiment, adapt tone and de-escalate tense interactions
* Effective collaborator able to coordinate with stakeholders across departments
* Resilient, adaptable and able to learn from challenging or negative interactions
* Curious, proactive learner who stays across business platform and industry changes
* Quick situational assessor able to identify challenges and make informed decisions
* Experience using social care/community management platforms (e.g., Khoros, Sprinklr, Hootsuite)
* Knowledge of aviation operations, loyalty programs and common customer pain points
* Experience in crisis communications and managing customer messaging during disruptions
* Background in contact centre or customer recovery environments
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: Monday 16 February 2026
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
Remote Work: No
Employment Type: Full-time
Key Skills: Motivational Interviewing, Acute Care, Crisis Intervention, Behavioral Health, Intake Experience, Hospice Care, Case Management, Home Care, Child Welfare, Experience with Children, Social Work, Addiction Counseling
Experience: years
Vacancy: 1
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