Check-In Crew / Supervisor

Oceania Ground Force; Port Stephens; On-site; AUD 40,000 - 48,000; Full time

Benefits offered by this job

Competitive pay rates above the Award

Base pay $28.91/hr; Supervisor rate $/

Job summary

Oceania Ground Force at Newcastle Airport seeks versatile team members to perform Customer Service Agent and Supervisor duties. You will handle check-in, document verification, seating, boarding and baggage tasks while transitioning to supervisory roles as rostered to lead the team and ensure safe, efficient operations.

Flexibility across shifts is required. Applicants must enjoy a dynamic airport environment, uphold safety procedures, and deliver excellent service.

Qualifications

• Leadership and supervisory capability across agent and supervisor roles.
• Safety awareness and adherence to procedures.
• Attention to detail and accuracy in tasks.
• Team collaboration and strong interpersonal skills.
• Punctuality and reliability for scheduled shifts.
• Adaptability to changing priorities in a dynamic airport environment.
• Cultural sensitivity and respectful workplace behavior.
• Proficiency in any second language is advantageous.

Responsibilities

• Greet customers at check-in and verify travel documents.
• Assign seats, issue boarding passes and baggage vouchers.
• Assist with gate boarding procedures and passenger disruptions.
• Lead and support the customer service team when rostered as Supervisor.
• Coordinate check-in and boarding activities while ensuring airline procedures compliance.
• Assist escalated passenger inquiries and disruptions as required.
• Work flexibly across Customer Service Agent and Supervisor duties as rostered.

Skills

Leadership

Safety awareness

Attention to detail

Team collaboration

Punctuality

Adaptability

Cultural sensitivity

Second language

Job description

Join Oceania Ground Force and enjoy accelerated career progression, gaining valuable skills that are transferable across various industries. Our rotational rostering offers flexibility for a balanced work and personal life. Benefit from our Reward & Recognition Scheme and comprehensive Employee Assistance Program, providing support for all our team members.

ABOUT THE COMPANY

Oceania Ground Force, an Australian-owned Ground Handling Services Company, is committed to delivering professional and efficient services to leading airlines. Operating since June 1996, we have grown to over 500 employees in 14 locations across Australia and the Pacific. Our company blends cutting-edge technology and equipment with a hands-on management approach to ensure exceptional service quality.

ABOUT THE ROLE

We are seeking a versatile team member to work across both Customer Service Agent and Customer Service Supervisor duties at Newcastle Airport, depending on roster and operational requirements.

As a Customer Service Agent, you will provide exceptional service to airline travellers, including check-in, travel document verification, seat allocation, baggage processing and boarding. When rostered as Customer Service Supervisor, you will lead and support the customer service team, coordinate daily activities and help ensure safe, efficient operations in line with airline requirements.

Applicants must be willing and able to perform both roles, with supervisor duties allocated according to operational needs.

YOUR DUTIES

• Greet customers warmly at check-in.
• Process and verify travel documents.
• Assign seats and issue boarding passes and baggage reclaim vouchers.
• Assist with gate boarding procedures.
• Marshal passengers and manage disruptions as needed.
• When rostered as Supervisor, lead and support the customer service team to deliver safe, efficient operations and excellent customer service.
• Coordinate check-in and boarding activities, monitor compliance with airline procedures, and assist with escalated passenger enquiries and disruptions.
• Work flexibly across Customer Service Agent and Supervisor duties as rostered.

BENEFITS

Oceania Ground Force values your professional growth and well-being. Our benefits include:

• Competitive pay rates above the Award.
• Check-In Crew base rate of $28.91 per hour, with a base rate of $34.88 per hour paid when rostered to perform Supervisor duties. Both rates exclude shift penalties and superannuation.
• 12% Superannuation contributions.
• Shift penalties for early morning, evening, and overnight shifts.
• Additional pay for weekend work (time and a half on Saturdays, double time on Sundays).
• Company-provided uniform.
• Comprehensive paid training and enrolment in a Cert III course.
• Fatigue management strategies.
• Rosters published two weeks in advance, offering flexibility for work/life balance.
• Opportunities for internal promotions and secondments.
• A supportive Employee Assistance Program.

KEY SELECTION CRITERIA

We strive for a workplace where everyone is treated with respect and dignity, recognising each team member's unique qualities and contributions. We seek individuals who:

• Leadership and Experience: Previous airline customer service experience and demonstrated supervisory or team leadership capability, with the willingness and ability to work across both agent and supervisor roles as rostered.
• Safety Awareness: Demonstrate a proactive approach to safety, ensuring compliance with all procedures.
• Attention to Detail: Maintain a high level of accuracy in all tasks, adhering to protocols and standards.
• Team Collaboration: Work effectively within a team, displaying strong interpersonal skills and a collaborative mindset.
• Punctuality and Reliability: Show reliability and punctuality, committing to scheduled shifts.
• Adaptability: Adapt to changing priorities and conditions in a dynamic airport environment.
• Cultural Sensitivity: Be considerate and empathetic towards others, treating everyone with dignity and respect.
• Language Skills: Proficiency in any second language is advantageous.

ESSENTIALS

• Professional appearance and demeanour.
• High proficiency in spoken and written English.
• Ability to pass Drug, Alcohol, and Audio tests (cost reimbursed after 6 months of employment).
• Capability of obtaining an ASIC card (paid for by the company).
• Flexibility to work a rotating roster, including weekends and Public Holidays (e.g., Christmas).
• Capacity to undertake shifts between 4-10 hours per day.
• Ability to work shifts spanning 05:00 - 23:00.
• Commitment to a minimum of 40 hours per fortnight (for Part Time employment offers only).
• Availability for 2 weeks of full-time paid training.

Oceania Ground Force is an equal opportunity employer, fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals. Join us and be part of a team that values and celebrates diversity!