Airport Operations & Customer Experience Lead

Gulf Air Group; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Gulf Air Group seeks an experienced supervisor to oversee customer handling areas across airport operations, ensuring service excellence and adherence to safety procedures. You will guide staff across check-in, gates, transit and arrival, resolving irregularities and enhancing passenger experience.

The role requires a minimum of five years in relevant roles and a Diploma or equivalent. You will coordinate with various airport teams and enforce company standards, contributing to smooth operations

Qualifications

• Minimum 5 years of relevant experience.
• Ordinary National Diploma or equivalent.

Responsibilities

• Oversee all customer handling areas: Check-in, Departure Gate, Transit & Arrival to ensure high standards.
• Assign pre-flight duties and de-brief staff to discuss discrepancies.
• Direct Check-in staff to handle irregularities, invalid documents, and excess baggage charges.
• Guide staff and passengers during Denied Boarding and update related systems.
• Maintain relationships with customs, immigration, security, and other airport units.
• Ensure adherence to company policy and local policies for delays and assist passengers accordingly.
• Ensure safety and security standards are followed by staff and handling agents.
• Coordinate with Lounge staff for VIPs and unaccompanied passengers.

Skills

People management

Customer service leadership

Airport operations

Education

Ordinary National Diploma or equivalent

Job description

Gulf Air Group seeks an experienced supervisor to oversee customer handling areas across airport operations, ensuring service excellence and adherence to safety procedures. You will guide staff across check-in, gates, transit and arrival, resolving irregularities and enhancing passenger experience.

The role requires a minimum of five years in relevant roles and a Diploma or equivalent. You will coordinate with various airport teams and enforce company standards, contributing to smooth operations