Terminal Information Customer Service Officer

Are you ready to be a part of something remarkable? Robert Walters are proud to be partnering with Adelaide Airport Ltd, who are undergoing significant growth and are on the lookout for an exceptional individuals to join their dynamic Customer Experience team.

Adelaide Airport Ltd (AAL) is an internationally recognised and award-winning employer of choice in the dynamic aviation environment. The gateway to South Australia, Adelaide Airport is the fifth-largest airport in Australia and is committed to on-going developments that seamlessly connect the world to South Australia. It is an un-listed public company owned by long term superannuation funds.

AAL is a major business centre and is executing its vision to be a globally connected, next generation hub offering a unique sense of place to its partners. AAL has recently announced $1billion in capital investment over the next five years, covering both significant aviation and technology infrastructure upgrades in addition to some exciting commercial property developments across both our Adelaide and Parafield Airport sites.

AAL employs a highly engaged workforce recognised for delivering exceptional outcomes. Identifying, supporting, and encouraging leadership and innovation, AAL is a proven leader in sustainability, supporting diversity and inclusion and offering flexible workplace arrangements.

The Opportunity:

Reporting to the Customer Experience Services Manager, the Terminal Information Customer Service Officer is an integral part of the airport's customer experience team, dedicated to ensuring a positive and seamless experience for all passengers.

In this fast-paced environment, you'll be at the forefront of handling hundreds of significant volumes of enquiries whilst on shift daily, both in person and over the phone. Expect to be quizzed on a wide array of topics related to the airport and our customers journey, whilst and demonstrating your patience, and adaptability and, while assisting individuals from diverse cultural backgrounds.

Based in both the terminal and the Airport Management Centre, your duties will include warmly welcoming and assisting passengers, customers, and visitors, providing them with accurate operational and general information. Whether it's directing guiding someone to their gate or answering queries about airport facilities, you'll be the go-to person for all things related to Adelaide Airport. Whilst you'll be part of a supportive team, your ability to work independently, multi- task, trouble shoot and manage the dynamic nature of this role will be integral to your success in this position.

Key Responsibilities:

• Support stakeholders and the airport community by being a central place of referral for information and assistance.
• Manage all lost property enquiries, including the daily collection, logging, and reuniting of items.
• First point of call for written customer feedback, triaging and responding to customer enquiries
• Provide coverage to the reception role and contingency cover for reception duties relating to scheduled and unscheduled leave.
• Provide a central point for the distribution of AAL hidden disabilities packs, with the ability to assist and educate customers on this program.
• Provide support to the airport team as requested and required, including extra support in peak and extreme operational times and in the event of a major disruption.
• Committed to working flexible hours, rostered anywhere between 7.30am to 9.30pm Monday-Friday, 7:30am - 5:30pm Saturday and Sunday. You will work a minimum of 15-20 hours a week across a 5-week rotational roster.

What you bring:

• You will have a background in delivering exceptional customer service, with experience working in a busy, customer facing role
• Highly enthusiastic, engaged and ability to work in a fast-paced environment will be critical to your success
• You are empathetic, understanding, and resilient? in nature, allowing for optimal customer interactions
• You will have excellent interpersonal skills and the ability to communicate, negotiate and influence people at all levels to deliver positive customer outcomes
• You are well-groomed with strong verbal and written communication skills
• Experience in providing face to face and over the phone service to customers
• Experience in coordinating and responding to written customer feedback
• Competency in Microsoft applications including Word, Excel, and Outlook

Benefits:

• Permanent part-time working hours offering a great work/life balance, with your roster provided a year in advance
• Competitive remuneration as well as fantastic ongoing learning and development opportunities
• Be a part of a company who value a positive team culture and offers a supportive working environment

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call
Shaan Kelly on
for a confidential discussion.