Passenger Services Team Leader

dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development

We are looking for someone to join our Passenger Services team, as a Team Leader. If this role sounds like an opportunity for you, keep reading

The Passenger Services Team Leader is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service, meeting and exceeding the company and clients' expectation. The Team Leader will manage the day to day activities and business issues including all duties associated with controlling a given flight. This will incorporate dealing with competing stakeholder priorities.

• Deliver customer centric Passenger Services by organising, coordinating and performing across all work areas during an operational shift
• Manage on-the-job team coaching/training and performance feedback to achieve high levels of performance and service excellence
• Ensure the efficient and effective allocations of resources to deliver operational requirements and meet Service Level Agreements
• Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements, industry standards, legislation and dnata Airport Services Policy and Procedure
• Coordinating Service Delivery Agents and passengers
• During disrupted or delayed services
• That require special assistance
• In wheelchairs to and from aircraft
• Ensure compliance with OH & S Regulations and Company OH & S Policies to ensure safety of passengers and other employees; reinforcing a positive safety culture within the team focused on awareness and vigilance
• To report any incidents immediately and maintain awareness and obligations involved in reporting incidents
• Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines
• Build strong working relationships with all dnata Airport Services staff and client airline employees / delegates
• Represent dnata Airport Services in a professional manner ensuring total retention of customer contract and an exceptional level of support and customer satisfaction
• Promote and manage a positive company image (including grooming, behaviours and service)
• Comply with dnata Standard Operating Procedures and Policies
• Liaise professionally with internal and external clients and stakeholders
• Follow direction during shift to achieve required timely aircraft scheduled departure (100% Safe On Time Performance)

• Commitment to dnata Values and operating procedures
• Demonstrate leadership experience and a commitment to driving a customer centric services culture within the team
• Ability to work as a leader of a team, sharing information and providing support to ensure there is a coordinated approach to the clients' requirements during operations
• Work in a safe manner at all times
• Ensure adherence to all company safety, policy, procedures and processes
• Minimum of 2 years' experience in customer service oriented role
• Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
• Ability to handle pressured and stressful job situation successfully i.e. competing demands and priorities, including working any extra hours required
• Ability to effectively communicate with people from a variety of different backgrounds; and has the ability to deal with confidential and sensitive situations
• Understands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements
• Be a proactive self starter, able to successfully manage multiple issues and effectively resolving them
• High level computer skills
• Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend
• Keep up to date and competent on all articulate training
• Ability to follow instructions as directed by management
• Previous leadership skills such as Service Desk or a Supervisor role essential

• Secondary language desirable
• Previous experience in an operational environment where Standard Operating Procedures are in place and adhered to

Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC) and a pre-employment medical/Drug & Alcohol test.

Please note that only successful candidates will be contacted. If you have not received a response from us within the closing date from applying, please assume you have been unsuccessful.