Passenger Services Supervisor

dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development

**OVERALL PURPOSE OF THE POSITION**

The Service Delivery Supervisor, Passenger Services is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Supervisor will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

This role will be a full time position; on a rotating 24/7 roster.

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Oversee the delivery of a customer centric Passenger Services operation including the supervision, organisation and coordination of all work areas during an operational shift;
- Manage on-the-job team coaching, mentoring and performance feedback to achieve high levels of performance and service excellence;
- Ensure the efficient and effective allocation of resources to deliver operational requirements and meet Service Level Agreements;
- Oversee and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services’ policy and procedure;
- Provide quality metrics and reporting on critical business issues;
- Reinforce a positive safety culture within the team focussed on awareness and vigilance.

**OH & S Responsibilities**
- Ensure compliance with the dnata OHS Policy and related Group Policies
- Comply with legislative OH & S requirements
- Develop and maintain a positive safety culture focused on awareness and vigilance.
- Conduct work in accordance with dnata’s OH & S Management System and customer OH & S requirements
- Follow all safety work procedures, adhering to all safety guidelines provided
- Assist with accident investigation, reporting and injury management
- Wear the required personal protective clothing and equipment

**ESSENTIAL CRITERIA**
- Demonstrated leadership experience and a commitment to driving a customer centric service culture within the team;
- Well developed communication skills both written and oral and negotiation skills;
- Previous experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements into standard operations;
- Sound level of understanding of financial and budget processes and ability to drive culture change and business improvement initiatives;
- Meet Government Health Requirements for Authorised Workers

**Desirable Criteria**
- Previous experience in or knowledge of airline industry principles and procedures
- HSC or University graduate in a business discipline

**What we offer in return**:

- Opportunity to work for a Global company
- Great team environment
- Extensive training and support
- On site parking (paid by dnata)
- Full uniform including PPE
- Competitive salary

We are an Equal Opportunity Employer, which values diversity and inclusion.

We support applicants from all backgrounds, including Aboriginal and Torres Strait Islanders, people with disabilities, people from culturally diverse backgrounds and all ages. We also have a solid focus on gender balance within the organisation and encourage women to apply.