Airport Services Officer

Emirates; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

A major airline in Birmingham is seeking a dedicated individual for a supervisory role in airport operations. Candidates must have a minimum 'A' level qualification and relevant professional training. Key responsibilities include managing operational resources, addressing customer service issues, and ensuring staff performance standards are met. Benefits include competitive salary, bonus opportunities, and comprehensive health coverage. This position is ideal for those with a passion for customer service and team leadership.

Benefits

Competitive basic salary

Shift pay allowances

Private medical insurance

Access to discounted flights and hotels

Qualifications

• Minimum of 1 year of service in the company is required to apply.
• Experience in Airport Customer Handling / Operations including supervisory experience.
• Advanced skills in customer service delivery.

Responsibilities

• Deploy resources to satisfy customer and operational requirements.
• Analyze operational problems and undertake remedial action.
• Monitor KPI’s for service performance and ensure targets are met.

Skills

Customer service delivery

Staff coaching and motivation

Operational supervision

Knowledge of Dangerous Goods Regulations

Fluency in English

Education

Minimum ‘A’ Level or equivalent

Relevant professional training

Tools

Microsoft Word

Excel

Job description

Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally-friendly and technologically advanced-fleet of over 250 aircraft. Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

Responsibilities

• Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.
• Analyze anticipated operational problems such as overbookings, adverse weather conditions, delays, cancellation of flights, crew flight time limitations etc., undertaking necessary remedial action to ensure disruptions are minimized and the customer service levels are not impacted.
• Ensure that Handling Agent, caterers and other service providers are fully briefed regarding Emirates’ requirements for the day’s operation including any special handling and update this information as necessary in order to ensure a smooth operation and avoid unnecessary expenditure and inconvenience to our customers.
• Control expenditure on damage baggage replacement and lost baggage claims. Delegate some of the baggage claims processing to the Supervisors/ASAs, to ensure all of the baggage services aspects are processed effectively and in a timely manner.
• Assist the Airport Services Manager in preparing and maintaining the staff duty roster and in preparing the staff annual leave plan as necessary and ensure staffing levels are optimized.
• Undertake various administrative duties delegated by Airport Services Manager including attending various meetings as directed and ensure Emirates interests/requirements are appropriately represented at such meetings.
• Assist the ASM in Employee Regulation Programme and in conducting staff performance reviews in line with Performance Matters (i.e. setting staff’s objectives and development plan) and support, coach and guide staff members to ensure maintenance of customer service and other standards such as grooming.
• Manage and administer all operational/supervisory activities on a shift basis and ensure appropriate control of processes related to document and information consolidation (revenue documents, cargo, handling reports etc.) in order to safeguard revenues; operational data and avoid discrepancies.
• Monitoring of all operational units (Customer Services, Ramp and Lounge). Establish a regular reporting mechanism to ensure there is a timely and consistent monitoring of service delivery, across operations. Monitor KPI’s for service performance and ensure that these KPI’s are met consistently by each unit.
• Under take projects from time to time as advised by the Airport Services Manager in relation to operational standards and procedures thereby improving efficiency and quality of service delivered at the station. Assist ASM in ERP (Emergency Response Planning) and other related tasks.
• Ensure Passenger Service and Ground Operations Manual updates are communicated and adhered to, internally and by relevant service providers.
• Promote a continuously improving culture of safety, with open reporting of safety deficiencies, human factor issues and compliance with local laws to uphold the delivery of safe and secure operations.
• Adhere to the relevant health and safety requirements and safe working practices applicable to their employment.

Qualifications / Experience

• Minimum ‘A’ Level or equivalent
• Must have completed relevant and recognized professional training courses and have experience working in Customer Services and Ground Operations
• Given the specific requirements at outstations, must have experience in Airport Customer Handling / Operations including supervisory experience
• Experience in guiding, coaching and motivating staff
• A working knowledge of Reservations/Fares and Ticketing, Departure Control System
• Knowledge of Dangerous Goods Regulations & Weight & Balance
• Knowledge of Baggage Tracing and Claims Handling
• Knowledge of Microsoft Word/ E-mail / Excel advantageous
• Advanced skills in customer service delivery
• Fluent in spoken and written English.

Information

• Staff can only apply if they have completed a minimum of 1 year of service in the Company.
• Applicants must have the legal right to live and work in the United Kingdom. The Company will not provide assistance with obtaining work permits.

Salary & Benefits

Competitive Salary At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world. Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.