Airport Operations Coordinator (JHB)

FlySafair; Kempton Park; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading airline is seeking a Passenger Services Duty Manager to oversee airport operations and ensure compliance with service standards. The role involves training staff, conducting audits, and managing service providers. Candidates must have at least 3 years of experience in passenger services and strong leadership skills.

Qualifications

• Minimum of 3 years' Passenger/Customer Services Duty Manager experience.
• Experience in airport operations is essential.
• Computer literate with strong administrative skills.

Responsibilities

• Ensure compliance with Passenger Services Manuals and conduct quality audits.
• Provide training and mentoring to ground handler and call centre staff.
• Monitor performance and assist in managing flight delays.

Skills

Interpersonal skills

Leadership skills

Planning and organizational skills

Communication skills

Education

Grade 12 or Equivalent

Relevant Diploma/Degree

Assessor and Moderator qualification

Job description

• Ensure all airports are operating within the policies and procedures set out in the Passenger Services Manuals (PSM);
• Assist with updates of the PSM and procedures;
• Monitor and schedule initial and recurrent training for all airport stations and call centre staff;
• Maintain staff training files and training matrix;
• Conduct monthly station visits and provide feedback on service quality;
• Monitor, implement and follow-up on Station start-ups;
• Perform quality audits on passenger services, ensuring all corrective actions are executed;
• Verify that ground handler staff adhere to their standard operating procedures;
• Attend ground handling monthly meetings and all other meeting as per the Management request;
• Manage and evaluate the service provider/s;
• Formulate weekly statistics for all departments e.g. crew, airports, call centre, l.T, etc.;
• Assist the Airport Manager to oversee operations during peak seasons;
• Assist in the management of flight delays;
• Ensure that service providers adhere to established processes and procedures;
• Analyse incident report to improve operations;
• Recommend disciplinary action to the service providers for non-compliance;
• Provide leadership to Supervisors and staff;
• Monitor the performance of staff;
• Stand in for Airport Manager in his/her absence;
• Provide continuous improvement on quality;
• Training:
• Provide training to the ground handler staff and oversee enhancements in standards through mentoring and coaching;
• Provide training to the FlySafair's Call Centre staff and Airport Ticket Sales agents;
• Provide guidance and training regarding customer service-related queries, including telephone etiquette;
• Provide training regarding any changes in the FlySafair terms and conditions and Passenger Services manual;
• Provide on-the-job Mentoring and coaching to the staff (Service Provider & FlySafair
• Liaise with internal and external stakeholders;
• Build and maintain relationships with the Ground handler.
• Grade 12 or Equivalent (Essential);
• Relevant Diploma/Degree (Advantageous);
• Assessor and Moderator qualification (Advantageous);
• Minimum of 3 years' Passenger/Customer Services Duty Manager experience (Essential);
• Required to assist with irregular operations, as and when required;
• Must have experience in airport operations;
• Airline System Knowledge;
• Computer literate;
• Strong interpersonal skills;
• Strong leadership skills;
• Planning and organizational skills;
• Good administrative skills;
• Excellent communication skills (verbal and written);
• Ability to prioritise;
• Deadline driven.
  
  

Personal Attributes

• Professional;
• High integrity;
• Time management;
• Function as a member of a team;
• Able to work under pressure;
• Customer Service orientated.
  
  

Application Guideline

• Email applications will not be accepted;
• Preference will be given to members of under-represented designated groups;
• Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.
  
  

FlySafair Reserves The Right

• Not to proceed with this vacancy;
• To appoint the selected candidates based on its operational requirements.
  
  

Closing Date: 29 May 2025

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