Duty officer-London Stansted

Royal Air Maroc; Bentfield; In loco; GBP 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Descrizione del lavoro

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.