Social Care Advisor

Responsibilities

• 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

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.

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, Linked In, Tik Tok, 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.

• 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.

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 r…