Duty officer-London Stansted

London Stansted Airport; Chelmsford; On-site; GBP 52,000 - 70,000; 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 SLA, safety standards, and RAM quality.

The role requires 5+ years in airline ground handling, strong leadership, and the ability to manage incidents and passenger support. You will coordinate with OCC and external partners to maintain service excellence and protect RAM's brand.

Qualifications

• Minimum 5 years experience in airline or handler in Duty Officer / Supervisor / Station Coordinator role.
• UK resident and eligible to work in the United Kingdom.
• Agile and quick learner capable of operating in a dynamic field.

Responsibilities

• Supervise RAM client services at all stages of passenger journey, ensuring RAM quality standards.
• Maintain control over handling processes by the assistance organization at the station.
• Oversee performance of third-party assistance organisations.
• Coordinate passenger support in case of irregularities (transport, accommodation).
• Represent RAM to local authorities and stakeholders at the station.
• Liaise with the OCC and other operational entities (Hotline, HUB, etc.).
• Report station activity and passenger complaints to relevant entities for resolution.
• Monitor collection of 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 optimise operations.
• Ensure compliance with baggage SLAs, enhancing customer experience.
• Provide immediate incident reporting and activity updates.

Skills

Leadership

Team management

Airport operations

Customer service

Proactivity

Analytical thinking

Rigour & organisation

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 include:

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 escape 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 maximise customer satisfaction.
• Ensure compliance with baggage SLAs, thereby optimising 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 authorised 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 organisation for operations optimisation.

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.