Operations Delivery Lead - Customer Advocacy

• Ensure efficiency, effectiveness, and service SLAs across the Customer Advocacy team
• Deliver exceptional service with a customer-first mindset to manage the quality framework for the team
• Permanent opportunity based in 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 the Operations Delivery Lead you will play a key role in supporting the operational delivery of services within the Customer Advocacy team, ensuring efficient case management and seamless processes to meet customer and business needs. You will monitor daily fluctuations in escalated complaints and respective targets to identify and report on major deviations in a timely manner, recommending solutions to allow the team to respond accordingly. Key responsibilities include triaging and clearing Customer Advocacy queues and shared inboxes, providing operational business support on cases received through the Airline Customer Advocate, monitoring and analysing the Post Case Closure survey results and allocating cases to team members for resolution.The position requires strong coordination skills, leveraging tools like Salesforce to monitor and manage cases effectively.

As a key point of contact, a critical aspect of the role is leading the delivery and maintenance of the team’s quality framework, ensuring alignment with Qantas behaviours and standards. Responsibilities include performing quality assessments, analysing trends, identifying areas of opportunity to uplift performance and driving continuous improvement through collaboration with internal and external stakeholders. This will also extend to designing and delivering training for Customer Advocacy team members on case setup and maintenance and development of standard operating procedures to drive consistency.

To be considered for this role you will have:

• Minimum 5 years in customer-facing roles, preferably within complaints and/or aviation industry
• Experience in administering and managing the design and implementation of quality frameworks and assessing performance against standards
• Strong verbal and written communication skills to convey complex information clearly and concisely.
• The ability to assess situations, identify challenges, adopt plans of action and make informed decisions.  
• A solutions-focused mindset, with the ability to predict and mitigate risks while proactively resolving challenges.
• The ability to work independently, prioritize tasks efficiently, and meet tight deadlines in a fast-paced environment.
• Proficiency in MS Office, Amadeus, Salesforce, SharePoint, and other business applications is required to support daily operations.
• A high level of attention to detail to ensure accuracy in and adherence to quality assurance frameworks
• Strong critical thinking and analytical skills to gather, interpret, and present data for planning and performance purposes

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: Monday 24 March 2025

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