Airport Operations Coordinator

7 days ago

Perth Airport, Australia dnata Full time
Job Description

Job Title: Passenger Services Delivery Agent

Job Summary:

We are seeking a highly motivated and customer-focused Passenger Services Delivery Agent to join our team at Perth International Airport. As a key member of our airport operations team, you will be responsible for delivering exceptional customer service to our airline partners and their passengers.

Key Responsibilities:

  • Customer Service: Provide timely, efficient, and professional passenger service functions, including check-in and lead gate agent duties, while ensuring all regulatory requirements are met.
  • Aircraft Turnaround: Ensure efficient, safe, and accurate adherence to clients' requirements during an aircraft turnaround, achieving required KPIs for our clients.
  • Primary Duties and Responsibilities:
    • Deliver High-Standard Customer Service: Ensure all customer service requirements are met in a timely, efficient, and professional manner at all times.
    • Passenger Check-In: Carry out passenger check-in duties and other duties commensurate with the passenger service for customer airlines.
    • Paperwork and Reporting: Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements and company requirements.
    • Assisting Passengers: Assist passengers during disrupted or delayed services, and those requiring special assistance such as wheelchair assistance to and from aircraft.
    • OH & S Compliance: Ensure compliance with OH & S Regulations and Company OH & S Policies to ensure safety of passengers and other employees, taking corrective action where required.
    • Incident Reporting: Report any incidents immediately and maintain awareness and obligations involved in reporting incidents.
    • Procedure Compliance: Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines.
    • Teamwork and Communication: Build strong working relationships with all dnata Airport Services team members and client airline employees/delegates, promoting and maintaining a positive company image.
    • Leadership and Participation: Lead and participate as a team member to ensure work and company requirements are communicated accurately and in good time.
    • Timely Aircraft Departures: Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance).
    • Standard Operating Procedures: Comply with dnata Standard Operating Procedures and Policies.
    • Stakeholder Liaison: Liaise professionally with internal and external clients and stakeholders.

Essential Criteria:

  • Commitment to dnata Values: Commitment to dnata values and operating procedures.
  • Adherence to Company Policies: Adhere to all company safety, policy, procedures, and processes.
  • Desirable Experience: Desirable experience in customer service-oriented roles.
  • Dealing with Difficult Situations: Experience in dealing with difficult situations with clients, and dealing with high-volume, personalized customer service.
  • Pressure and Stress Management: Ability to handle pressured and stressful job situations successfully, including competing demands and priorities, including working any extra hours required.
  • Teamwork and Communication: Ability to work within a team, sharing information and providing support to ensure there is a coordinated approach to the customer requirements during aircraft operation.
  • Cultural Competence: Ability to effectively communicate with people from a variety of different backgrounds, and has the ability to deal with confidential and sensitive situations.
  • Physical Abilities: Ability to handle baggage up to 32kg, and assist special needs passengers (including pushing wheelchairs to assist passengers).
  • Proactivity and Problem-Solving: Be a proactive self-starter, able to successfully manage multiple issues and effectively resolving them.
  • Autonomy and Flexibility: Ability to work unsupervised at times and in a changing and fast-paced team environment.
  • Availability and Commitment: Motivated and capable of committing to rostered shifts spanning 24 hours/7 days a week, including morning, evenings, and weekends.

Security Clearance and Medical Test: Employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC) and a pre-employment medical/Drug & Alcohol test.

Selection Process: 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.

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