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Airport Services Supervisor

2 months 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 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.
  • Ensure all agents working for or on behalf of Emirates are well-motivated, groomed, and able to perform their tasks in an efficient and professional manner.
  • Supervise projects and champion 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 on products, services, policies, and procedures are followed consistently.
Requirements
  • Significant airline industry or airport ground handling experience, with part of this experience in a senior position and with proven ability to lead a team.
  • Must have completed relevant and recognised professional training courses in Passenger Services and Ground Operations.
  • A 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.
  • Must have 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 is advantageous.
  • High school level of education or equivalent.
Additional Requirements
  • This position is required to work a rotating shift roster, which includes weekends, public holidays, and early morning/night shifts.
  • Only applicants with the legal right to work and live in Australia unrestricted will be considered.