Customer Service Team Lead

1 month ago


Hamilton, Victoria, Australia Oceania Ground Force Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Oceania Ground Force. As a key member of our operations team, you will be responsible for driving a customer-centric approach to deliver exceptional service to our airline customers.

Key Responsibilities

  • Drive the Customer Service team to deliver exceptional service to airline customers, meeting Service Level Agreements and prioritizing Safety and Compliance at all times.
  • Proactively manage employee relations, providing guidance and feedback on Customer Service and identifying training gaps for future upskilling opportunities.
  • Manage aircraft delays, staff shortages, and daily resourcing in the most efficient and cost-effective way.
  • Ensure rostering practices are within the parameters of the Enterprise Agreement.
  • Drive and encourage a reporting culture to prevent safety threats and mitigate workplace incidents and accidents.
  • Foster cohesive and functional relationships with internal and external stakeholders.

Selection Criteria

  • A minimum of 3 years' experience in a Customer Service role in Ground Handling and/or Airlines.
  • Experience managing teams of people.
  • Willing and actively participate in professional development programs offered by the Company.
  • Exceptional leadership qualities with the ability to direct and empower individuals.
  • A thorough understanding of Airport Regulations and Airline Procedures and Policies.

How to Apply

If you meet the selection criteria and are committed to delivering exceptional service to our airline customers, please complete the application process by clicking the Apply Now button.



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