Customer Service Manager

• Exciting opportunity to be a part of one of the strongest performing businesses
• Challenge yourself to exceed in providing the best customer experience
• Permanent full‑time 12‑month secondment opportunity in a Mascot‑based hybrid role

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.

Qantas Freight is Australia’s largest independent air freight services business, moving over 4000 air freight shipments across more than 500 destinations globally. We won’t settle for less than the best outcome. We each have the opportunity to add value and make an impact on the business. 

As a Customer Service Manager, you will be responsible for the supervision, coaching, leading and training of the Freight customer service team to provide excellent service for Qantas Freight customers. You will be key in the implementation, embedding and driving of the customer strategy. Additionally, you will be expected to manage customer escalations, drive results through KPI’s and manage the quality of service provided to customers. The role involves maintaining superior knowledge of industry and competitive landscapes to inform appropriate strategies that enable the delivery of a premium end-to-end customer experience.

You’ll have:

• Demonstrated people management skills at a supervisory level
• Demonstrated leadership skills with an ability to develop staff
• Ability to drive and meet monthly KPI across team
• Excellent communication, organisational and influencing skills at senior levels, both internally and externally
• Competent IT Skills – this role will have high level use of iCargo, Salesforce, Genesys, excel and the Microsoft Suite
• Ability to work unsupervised and uphold integrity when doing so
• Ability to work under pressure and handle multiply tasks simultaneously
• Sound judgement/decision making ability
• Strong knowledge of freight industry operational requirements, and keeping informed on industry and competitive developments
• Personally driven to exceed set goals
• Demonstrated ability to offer unique perspectives on business issues, and create customised solutions for customers
• Problem solving and analytical skills to interpret customer data, and service performance. 

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 on Thuersday 21st May 2026

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