Airport Services Supervisor

3 days ago

Adelaide, South Australia Emirates Full time
Job Purpose

As an Airport Services Supervisor at Emirates, you will be responsible for ensuring the smooth operation of airport services, including customer service, ground handling, and flight operations. You will lead a team of airport services staff and be accountable for delivering exceptional customer experiences.

Key Responsibilities
  • Deploy available resources to best advantage in order to satisfy customer and operational requirements arising during each duty period.
  • Analyse anticipated operational problems and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
  • Ensure that all post-flight activity is completed correctly, including flight and related ticketing reporting, to protect company revenue and facilitate customer handling.
  • Support and process baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures.
  • Conduct staff performance reviews and support the performance management process by ensuring feedback is provided to staff within stipulated time limits.
  • Ensure that service suppliers are fully briefed regarding Emirates requirements and deliver them in a timely and efficient manner.
  • Investigate and respond to customer queries and complaints in an efficient and timely manner to restore customer confidence.
  • Ensure the expeditious and accurate completion of all reports and statistical data, including customer trends and meal wastage.
  • Undertake various administrative functions and other duties as directed by the Airport Services Manager or senior station official.
  • Supervise agents working for or on behalf of Emirates and provide coaching, guidance, and support to ensure a high level of customer service.
  • Be responsible for projects and championing areas of the operation, working with stakeholders and service partners to ensure service delivery to Emirates standards.
  • Conduct regular self-audits to ensure Emirates specified standards are followed consistently and report non-conformances.
Requirements
  • Significant airline industry or airport ground handling experience, with part of this experience in a senior position and proven ability to lead a team.
  • Completed relevant and recognised professional training courses in Passenger Services and Ground Operations.
  • Working knowledge of airline reservations, fares, and ticketing, and Departure Control System (DCS).
  • Knowledge of Baggage Tracing and Claims Handling.
  • Ramp handling and aircraft servicing knowledge is advantageous.
  • Advanced skills in customer service delivery, good interpersonal, and effective cross-cultural communication skills.
  • Experienced with use of Microsoft Word, Excel, and Outlook E-Mail.
  • High school level of education or equivalent.
Additional Requirements
  • This position requires working a rotating shift roster, including weekends, public holidays, and early morning/night shifts.
  • Only applicants with the legal right to work and live in Australia unrestricted will be considered.

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