Customer Specific Needs Consultant

About the role

Join Qantas' Customer Specific Needs team to support travellers who require medical clearance, reduced mobility assistance, or travel with medical aids and service dogs. This full‑time, rotating‑shift position is based at the Mascot Head Office and plays a critical part in delivering a safe, smooth journey for our most vulnerable customers.

Key responsibilities

• Assess and clear customers for travel according to medical and regulatory guidelines.
• Liaise with treating physicians to obtain additional medical information when required.
• Escalate cases that fall outside guidelines to Legal and QF Medical teams.
• Communicate travel requirements and actions to internal stakeholders across operations, reservations, and ground services.
• Maintain accurate records in Qantas IT systems and ensure timely updates.

Required profile

• Strong interpersonal and communication skills.
• Proven experience supporting customers with specific needs in an airport or contact‑centre environment.
• Excellent problem‑solving, time‑management and attention‑to‑detail.
• Ability to work under pressure, prioritize tasks and meet tight deadlines.
• Experience handling sensitive information with discretion and empathy.

Required skills

• Proficiency with Salesforce and other Qantas IT platforms (CM, Reservations).
• High level of general computer literacy.

What we offer

• Opportunities for career development within a leading Australian airline.
• Supportive team environment that values creativity and resilience.
• Competitive benefits and a culture that encourages dreaming big.