Ground Ops & Passenger Services Specialist

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

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.