Duty officer-London Stansted

Royal Air Maroc; Bentfield; On-site; GBP 42,000 - 62,000; Full time

Job summary

Royal Air Maroc at London Stansted Airport is seeking a Duty Officer to oversee and control all Ground Handling operations, ensuring compliance with SLAs, safety standards, and RAM procedures. You will supervise the handling teams, coordinate with OCC and external partners, and represent the airline with local authorities.

The ideal candidate has at least 5 years’ experience in airline ground handling, strong leadership skills, and fluent English.

Qualifications

• Minimum 5 years in airline or ground handling roles (Duty Officer, Supervisor, or Station Coordinator).
• Fluent English with strong communication skills.
• Strong leadership, ability to manage teams and resolve complex situations.

Responsibilities

• Supervise RAM ground handling services across all passenger journey stages, ensuring RAM quality standards.
• Maintain control over handling processes and ensure safety, security, and RAM compliance.
• Oversee performance of third‑party handling organizations.
• Coordinate passenger support for irregularities (transport, accommodation).
• Represent Royal Air Maroc to local authorities and stakeholders at the station.
• Liaise with the OCC and other operations units (Hotline, HUB).
• Report station activity and escalate passenger complaints for resolution.
• Monitor collection of ancillary revenues (excess baggage, upgrades).
• Drive team performance; coach and motivate to optimize operations and customer satisfaction.
• Ensure baggage handling SLAs are met and disputes resolved.
• Provide immediate incident reporting and operational updates.

Skills

Leadership

Team management

Customer service

Safety regulations

Problem solving

Communication

English fluency

Adaptable

Job description

At London Stansted Airport, Royal Air Maroc is seeking a Duty Officer to oversee and control all Ground Handling operations in accordance with agreed Handling contracts, Service Level Agreements (SLAs), and stringent safety requirements. You'll also be responsible for ensuring compliance with occupational health and safety standards on Royal Air Maroc sites under your supervision, in line with current procedures and the Health and Safety at Work program.

Key Responsibilities :

• Supervise the services provided to RAM clients at all stages of the passenger journey, ensuring compliance with RAM quality standards.
• Maintain continuous control over the handling processes performed by the assistance organization at the station, ensuring adherence to RAM quality, security, and safety standards.
• Oversee and control the performance of third-party assistance organizations.
• Coordinate passenger support in case of irregularities (transport, accommodation).
• Represent Royal Air Maroc to local authorities and various stakeholders at the station.
• Liaise with the Operations Control Center (OCC) and other operational entities (Hotline, HUB, etc.).
• Report on station activity and elevate passenger complaints to relevant entities for resolution.
• Monitor the collection process for ancillary revenues (excess baggage, upgrades) at the station.
• Contribute to enhancing Royal Air Maroc’s brand image.
• Drive team performance: Coach and motivate team members to optimize operations, achieve service excellence, and maximize customer satisfaction.
• Ensure compliance with baggage SLAs, thereby optimizing dispute resolution and enhancing the customer experience.
• Provide immediate incident reporting and activity updates.

Desired Profile :

• Location: Candidates must be residents of the United Kingdom and legally authorized to work in the country.
• Experience: You must have a minimum of 5 years of experience within an airline or with a handler in a role such as Duty Officer, Supervisor, or Station Coordinator.
• You are agile, dynamic in the field with a very large capacity for learning.

Key Skills :

• Strong leadership and excellent team management skills.
• Operational mastery of airport processes and regulations (safety, security).
• Strong customer service acumen and the ability to manage complex situations.
• Proactivity and analytical thinking for decision-making under pressure.
• Rigour and organization for operations optimization.
• Technical Knowledge: Proficient in Load Control processes, aviation regulations, handling operations, and dangerous goods regulations.
• Personal Qualities: Agile, dynamic, and a hands-on individual with natural leadership abilities.
• Languages: Fluency in written and spoken English is mandatory for this position.