Ground Operations and Passenger Services Officer

Gama Aviation LLC; Norwich; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive Group Pension Scheme

Comprehensive Life Assurance

Comprehensive Income Protection

Comprehensive Travel Insurance

Private Healthcare (probation)

Training and Career Development

Job summary

Bond Helicopters in Norwich is seeking a Ground Operations & Passenger Services Officer to support offshore contracts. You will handle aircraft turnarounds, passenger processing and flight dispatch in a safety-critical aviation environment, delivering excellent service through the journey from check-in to departure.

The role combines hands-on ground handling with passenger services, baggage handling and regulatory compliance, requiring teamwork, proactive service and strong organisational skills.

Qualifications

• Good IT skills, including Microsoft Office.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Ability to work effectively both independently and as part of a team.
• Positive, flexible and professional approach to work.
• Willingness to learn and undertake role-specific training.
• Ability to work within a highly regulated environment.

Responsibilities

• Comply with all processes, policies and procedures contained within the Ground Operations Manual.
• Safely load and unload passengers, baggage and freight.
• Complete baggage and freight manifesting activities.
• Carry out aircraft refuelling operations, including fuel quality checks.
• Complete aircraft handling and associated ground operations activities.
• Maintain operational records and documentation.
• Undertake general labouring duties as required.
• Act as Duty First Aider and Fire Marshall when designated.
• Monitor and respond to operational email communications.
• Support wider operational activities as directed by management.
• Coordinate passenger check-in and boarding activities.
• Ensure passenger baggage is processed in accordance with company, client and CAA requirements.
• Deliver exceptional customer service throughout the passenger journey.
• Manage passenger enquiries, complaints and operational issues professionally.
• Liaise effectively with internal departments, clients and third-party stakeholders.
• Complete all passenger-related administration and operational paperwork accurately and on time.
• Carry out operational tasks associated with flight preparation, flight departures, delays, freight processing and Dangerous Goods transportation.
• Ensure check-in and passenger service areas remain safe, presentable and operational at all times.

Skills

IT skills

Customer service

Organisational skills

Teamwork

Flexible attitude

Willingness to learn

Regulatory environment

Job description

Job Details: Ground Operations and Passenger Services Officer

Full details of the job.

Vacancy Name

Vacancy Name Ground Operations and Passenger Services Officer

Vacancy No

Vacancy No VN1397

Employment Type

Employment Type Full-Time

Division

Division Ground

Position

Ground Operations and Passenger Services Officer

Location

Norwich

Working Hours

24 hours per week, rostered for 3 days per week over 7 days.

Rostered shifts will include:

• Earlies: 5:30am – 1:30pm
• Days: 8am – 4pm
• Lates: 1pm – 9pm

About the Role

Bond Helicopters is recruiting a Ground Operations & Passenger Services Officer to join our Norwich operation supporting our offshore contract with a major energy company.

This is a varied and hands-on role that combines aircraft ground handling activities with passenger services and flight dispatch responsibilities. You will play a critical role in ensuring the safe, efficient and professional handling of aircraft operations whilst delivering an exceptional passenger experience from check-in through to departure.

Working as part of a close-knit operations team, you will be responsible for supporting aircraft turnarounds, passenger processing, baggage and freight handling, flight preparation and customer service activities in a safety-critical and highly regulated aviation environment.

We are looking for enthusiastic individuals who enjoy working in a fast-paced operational setting, take pride in delivering excellent service and have a proactive, can-do approach to their work.

About Us

Bond Helicopters, a name synonymous with offshore helicopter operations in the North Sea for decades, is delighted to have returned to the market. Headed by Peter Bond and supported by a team of experienced aviation professionals, we are building a business founded on operational excellence, customer focus and sustainable growth.

Joining Bond Helicopters presents an exciting opportunity to become part of a professional and dynamic organisation with long-term contract stability and ongoing career development opportunities.

Key Responsibilities

Ground Operations

• Comply with all processes, policies and procedures contained within the Ground Operations Manual.
• Safely load and unload passengers, baggage and freight.
• Complete baggage and freight manifesting activities.
• Carry out aircraft refuelling operations, including fuel quality checks.
• Complete aircraft handling and associated ground operations activities.
• Maintain operational records and documentation.
• Undertake general labouring duties as required.
• Act as Duty First Aider and Fire Marshall when designated.
• Monitor and respond to operational email communications.
• Support wider operational activities as directed by management.

Passenger Services

• Coordinate passenger check-in and boarding activities.
• Ensure passenger baggage is processed in accordance with company, client and CAA requirements.
• Deliver exceptional customer service throughout the passenger journey.
• Manage passenger enquiries, complaints and operational issues professionally.
• Liaise effectively with internal departments, clients and third-party stakeholders.
• Complete all passenger-related administration and operational paperwork accurately and on time.
• Carry out operational tasks associated with flight preparation, flight departures, delays, freight processing and Dangerous Goods transportation.
• Ensure check-in and passenger service areas remain safe, presentable and operational at all times.

General

• Promote a positive safety culture at all times.
• Ensure compliance with company, client and regulatory requirements.
• Work collaboratively with colleagues to maximise operational efficiency.
• Undertake any other duties reasonably requested by management.

Skills, Qualifications & Experience

Essential

• Good IT skills, including Microsoft Office applications.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Ability to work effectively both independently and as part of a team.
• Positive, flexible and professional approach to work.
• Willingness to learn and undertake role-specific training.
• Ability to work within a highly regulated environment.

Desirable

• Previous experience within aviation, airport operations or passenger services.
• Experience of aircraft ground handling operations.
• Experience in aviation check-in and dispatch activities.
• Awareness of Dangerous Goods regulations and transportation requirements.
• Experience working in an airport ramp environment.
• First Aid or Fire Marshal certification.

In Addition to a Competitive Salary, We Offer

• Competitive Group Pension Scheme
• Comprehensive Life Assurance*
• Comprehensive Income Protection*
• Comprehensive Travel Insurance*
• Comprehensive Private Healthcare* (following successful completion of probation)
• Investment in Training, Qualifications and Professional Development
• Long-term employment stability within a growing aviation business

*Subject to insurance underwriting.

Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days then your application has been unsuccessful on this occasion.