Airport Ground Operations Duty Lead

Royal Air Maroc; Bentfield; On-site; GBP 45,000 - 65,000; Full time

Job summary

Royal Air Maroc at London Stansted Airport is seeking a Duty Officer to oversee and control all Ground Handling operations in line with contracts, SLAs and safety requirements. You will ensure compliance with Health and Safety at Work standards across RAM sites under your supervision.

You will lead and coach teams, coordinate with OCC and station stakeholders, monitor baggage and ancillary revenue processes, report activity, and drive service excellence while upholding RAM brand standards.

Qualifications

• Minimum 5 years in airline or handling environment in a Duty Officer/supervisor/Station Coordinator role.
• Strong leadership and team management capabilities.
• Fluent English, written and spoken.

Responsibilities

• Supervise RAM passenger journey services and ensure compliance with RAM quality standards.
• Maintain control over station handling processes and safety standards.
• Oversee third-party handling performance.
• Coordinate passenger support for irregularities (transport, accommodation).
• Represent RAM to authorities and stakeholders at the station.
• Liaise with OCC and other operations units (Hotline, HUB, etc.).
• Report on station activity and escalate passenger complaints for resolution.
• Monitor the collection of ancillary revenues (excess baggage, upgrades).
• Contribute to enhancing Royal Air Maroc’s brand image.
• Drive team performance: coach and motivate to optimize operations and customer satisfaction.
• Ensure compliance with baggage SLAs and dispute resolution.

Job description

Royal Air Maroc at London Stansted Airport is seeking a Duty Officer to oversee and control all Ground Handling operations in line with contracts, SLAs and safety requirements. You will ensure compliance with Health and Safety at Work standards across RAM sites under your supervision.

You will lead and coach teams, coordinate with OCC and station stakeholders, monitor baggage and ancillary revenue processes, report activity, and drive service excellence while upholding RAM brand standards.