Passenger Services Team Leader

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
We are looking for someone to join our Passenger Services team, as a Team Leader. If this role sounds like an opportunity for you, keep reading
Overview
The Passenger Services Team Leader 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 and clients' expectation. The Team Leader will manage the day to day activities and business issues including all duties associated with controlling a given flight. This will incorporate dealing with competing stakeholder priorities.
Key Responsibilities
Deliver customer centric Passenger Services by organising, coordinating and performing across all work areas during an operational shift
Manage on-the-job team coaching/training and performance feedback to achieve high levels of performance and service excellence
Ensure the efficient and effective allocations of resources to deliver operational requirements and meet Service Level Agreements
Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements, industry standards, legislation and dnata Airport Services Policy and Procedure
Coordinating Service Delivery Agents and passengers
During disrupted or delayed services
That require special assistance
In wheelchairs to and from aircraft
Ensure compliance with OH & S Regulations and Company OH & S Policies to ensure safety of passengers and other employees; reinforcing a positive safety culture within the team focused on awareness and vigilance
To report any incidents immediately and maintain awareness and obligations involved in reporting incidents
Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines
Build strong working relationships with all dnata Airport Services staff and client airline employees / delegates
Represent dnata Airport Services in a professional manner ensuring total retention of customer contract and an exceptional level of support and customer satisfaction
Promote and manage a positive company image (including grooming, behaviours and service)
Comply with dnata Standard Operating Procedures and Policies
Liaise professionally with internal and external clients and stakeholders
Follow direction during shift to achieve required timely aircraft scheduled departure (100% Safe On Time Performance)
What you will need to be considered successful
Commitment to dnata Values and operating procedures
Demonstrate leadership experience and a commitment to driving a customer centric services culture within the team
Ability to work as a leader of a team, sharing information and providing support to ensure there is a coordinated approach to the clients' requirements during operations
Work in a safe manner at all times
Ensure adherence to all company safety, policy, procedures and processes
Minimum of 2 years' experience in customer service oriented role
Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
Ability to handle pressured and stressful job situation successfully i.e. competing demands and priorities, including working any extra hours required
Ability to effectively communicate with people from a variety of different backgrounds; and has the ability to deal with confidential and sensitive situations
Understands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements
Be a proactive self starter, able to successfully manage multiple issues and effectively resolving them
High level computer skills
Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend
Keep up to date and competent on all articulate training
Ability to follow instructions as directed by management
Previous leadership skills such as Service Desk or a Supervisor role essential
Desirable Criteria
Secondary language desirable
Previous experience in an operational environment where Standard Operating Procedures are in place and adhered to
Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC) and a pre-employment medical/Drug & Alcohol test.
Please note that 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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