Ground Handling Duty Officer - Airport Operations Lead

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

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.