Customer Service and Training Specialist

1 week ago

Sydney, New South Wales, Australia Regional Express Holdings Limited Full time

An excellent opportunity exists for a suitably qualified individual in the role of Customer Service Trainer, based in Sydney.

This is a full-time position that involves direct oversight of Rex's team of Customer Support Officers and contracted ground handling agents.

The role leads and establishes priorities for the team to ensure ground employees meet or exceed Rex's objectives for training, safety, and compliance, on-time performance, and customer satisfaction.

Key aspects of this position include:

  • Facilitating and delivering ground operations training in all facets of Customer Service duties for Saab and B aircraft, including check-in, flight dispatch, flight editing, disruption recovery, customer service delivery, and aerobridge operation.
  • Delivery of all classroom and practical Sabre training.
  • Training in Check-in Kiosks and ABDs.
  • Ensuring all staff are trained to the highest level in accordance with Rex standard operating procedures and regulatory requirements.
  • Maintaining currency under CASA regulations and Company L&D Requirements.
  • Accountability for company procedural and regulatory compliance.
  • Ensuring operational compliance by providing appropriate training to staff and contractors at Hub and Rex Regional locations.
  • Maintaining accurate and up-to-date Training Records.
  • Assisting in the development of training programs.
  • Completing paperwork and administrative requirements of the Ground Training Department.

To be successful in this role, you will require:

  • A minimum of 3 years' experience in the airline industry.
  • A Certificate IV in Workplace Training & Assessment, or willingness to undertake and complete the program.
  • Extensive experience in Sabre or similar systems is preferred but not essential.
  • The ability to competently facilitate Training & Assessment activities.
  • Proven ability to manage a high workload under pressure with changing priorities.
  • Self-starting skills with the ability to operate remotely unsupervised.
  • Strong customer focus and drive.
  • Highly developed communication skills (both written and verbal) capable of delivering classroom and on-the-job training.
  • Ability to work shift work as required between the hours of - when training online.
  • Flexibility and willingness to travel regularly within NSW and interstate.

Salary and conditions will be discussed with the successful applicant. Estimated salary: AU$80,000 - AU$110,000 per annum.

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