From Trainee to Team Leader: Hayley’s Journey with Qantas

What first brought you to Qantas, and how did your career journey unfold?

I joined Qantas in 2014 as an Indigenous School Based Trainee while completing my VCE. I first heard about the program through my cousin, who was already part of it. At the time, I wasn’t sure what I wanted to do after school, but the traineeship helped me discover a passion for customer service and sparked my ambition to become a Customer Service Supervisor. After completing the program, I was offered a permanent part-time role as a Customer Service Agent in 2015. Since then, I’ve continued to grow within the business, taking on new challenges and developing my leadership skills.

What does a typical day in your role look like?

No two days are ever the same in my role. Depending on my roster, I could be working at either the Domestic or International Terminal. My day typically involves ensuring we have the right staffing levels across check-in and gate areas, managing flight disruptions or cancellations, resolving customer concerns, and supporting my team through any complex issues that arise. As a Customer Service Supervisor, I’m there to lead by example and keep things running smoothly.

How does your work contribute to the Qantas experience for customers or teammates?

My role is all about creating a smooth and positive experience for both our customers and our team. I support my team in delivering a smooth, professional, and caring service that reflects the Qantas standard in every customer interaction. Whether it’s guiding the team through a challenging situation or stepping in to assist with a customer issue, I aim to be a steady and approachable presence. By creating a supportive environment, I help ensure our people feel confident and empowered to deliver their best.

What’s one project or achievement you’re particularly proud of?

One of my proudest moments was being awarded the NAIDOC Trainee of the Year in 2015, and more recently, the NAIDOC Inclusive Leadership Award in 2025. I was nominated by my colleagues and managers and was very honoured to have been chosen as the winner. Another highlight was travelling to Rome in 2023 to support the relaunch of our direct services between Australia and Italy. It was an incredible experience to be part of such a significant milestone for the airline.

How has Qantas supported your growth and development?

Since joining Qantas, I’ve grown both personally and professionally. I’ve developed my leadership capabilities, deepened my understanding of customer service excellence, and learned how to lead a team in a dynamic, fast-paced environment. Every challenge has helped me become more adaptable, resilient, and focused on delivering a great experience for our customers and team.

What advice would you give someone thinking about starting their career at Qantas?

Qantas is built on a proud legacy of safety, service, innovation, and resilience. If you’re thinking about starting your career here, come with a positive attitude, a willingness to learn, and a sense of pride in being part of an iconic Australian company. Don’t be afraid to ask questions, seek feedback, and step outside your comfort zone. The more you learn, the further you can go.

What do you enjoy most about working at Qantas and with your team?

What I enjoy most is being part of a team that represents an iconic Australian brand. I take pride in helping create memorable experiences for our customers. Our team is incredibly diverse, and we support each other through every challenge, whether it’s managing delays, assisting a teammate, or going the extra mile for a customer. I love the variety each day brings and the opportunity to be a reliable source of support and guidance for my team. It’s rewarding to know that we’re all working together toward a common goal.

Hayley, Customer Service Supervisor, Melbourne