Priority Pick up Coordinator

Bed King; South Africa; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Woodford Group in Durban-based operations seeks a Priority Pick-Up Coordinator to manage the priority counter at OR Tambo International Airport, delivering fast, personalised service to priority customers and leading a high-performing team. You will ensure vehicle readiness, adherence to standards, and seamless operation during peak periods.

You will drive compliance, train staff, monitor performance, and collaborate with fleet and service teams to uphold premium service and accuracy in all

Qualifications

• At least 1–3 years of supervisory experience.
• Basic computer literacy on MS Office.

Responsibilities

• Ensure prioritised customer experience at the priority counter with fast, seamless service.
• Coordinate priority counter staff during shifts to maintain service levels.
• Monitor queue times and escalate issues to preserve service quality.
• Oversee contracts, documentation and payments to ensure accuracy and compliance.
• Track KPIs such as service time and customer satisfaction and report to management.
• Provide onboarding and coaching for new priority counter staff.
• Communicate with management and teams to drive continuous improvements.

Skills

Planning

Client focus

Directing

Structuring

Accuracy

Integrity

Pressure resilience

Feedback

MS Office

Tools

MS Office

Job description

Join our team as a Priority Pick-Up Coordinator , where you will play a pivotal role in delivering a seamless, premium experience for our priority customers. You will be responsible for ensuring the smooth operation of the priority pick-up counter by providing fast, efficient service, maintaining the availability of priority vehicles, and leading a high-performing team while upholding the highest standards of accuracy, compliance, and service excellence.

The Woodford Group was established in 1991 in Durban and has grown into a trusted mobility solutions provider, offering everything from short-term car hire and long-term vehicle leasing to vehicle sales and trade options. With various branches nationwide, we are driven by a vision to be the most trusted mobility brand in Southern Africa.

PRIORITY PICK-UP COORDINATOR to be based in OR Tambo International Airport

Join a vibrant and forward-thinking team, where innovation and exceptional customer service drive everything we do.

As part of our team, you’ll:

• Make a difference: Contribute to a company that leads the market and values the impact of every team member.
• Grow your career: Take advantage of opportunities to develop your skills and advance in a supportive environment.
• Collaborate and innovate: Be part of a collaborative culture that values fresh ideas and teamwork.

Your contributions matter, and your growth is our priority.

Join us and be part of something extraordinary!

IF YOU HAVE THE FOLLOWING QUALITIES, THEN THIS ROLE IS FOR YOU:

PLANNING
You are able to organise people, vehicles, and tasks effectively to ensure smooth daily operations, strong queue flow during peak periods, and on-time vehicle availability for priority customers.

CLIENT FOCUS
You are able to consistently deliver fast, seamless, and personalised service to priority customers, proactively addressing needs and ensuring a premium customer experience at all times.

DIRECTING
You can confidently take charge of the priority counter, provide clear instructions, set expectations, and ensure staff follow procedures and service standards, especially during busy or high-pressure periods.

STRUCTURING
You are able to apply and maintain clear processes, procedures, and standards to ensure consistency in service delivery, training, compliance, and reporting across the priority pick-up operation.

ACCURACY
You are able to pay close attention to detail and ensure rental agreements, payments, authorisations, and documentation are processed correctly and in line with legal, audit, and company requirements.

INTEGRITY
You are able to act ethically and responsibly when handling customer information, payments, and sensitive situations, ensuring full compliance with company policies, security standards, and fraud-prevention controls.

PERFORMING UNDER PRESSURE
You are able to remain calm, focused, and effective in a fast-paced airport environment, managing queues, escalations, and operational challenges while maintaining service quality and accuracy.

PROVIDING FEEDBACK
You are able to give clear, constructive, and timely feedback to team members, supporting on-the-job coaching, reinforcing standards, and driving continuous performance improvement.

THE MINIMUM REQUIREMENTS FOR THE ROLE ARE:

NON-NEGOTIABLE REQUIREMENTS:

• At least 1-3 years of relevant supervisory experience
• Basic computer literacy on MS Office

WILL ALSO COUNT IN YOUR FAVOUR IF YOU HAVE:

Rental agent experience and/ or Industry-specific experience

DUTIES WILL INCLUDE:

CUSTOMER EXPERIENCE AND SERVICE EXCELLENCE

Ensuring priority customers (loyalty members, corporate clients, VIPs) are receiving fast, seamless, and personalised service.

Monitoring queue times and intervening immediately when service levels are dropping.

Handling escalated complaints professionally and resolving issues on the spot.

Maintaining a calm, premium atmosphere aligned with brand standards.

TEAM COORDINATION AND SUPPORT

Coordinating priority counter agents during shifts to ensure smooth service delivery.

Allocating staff effectively during peak arrival times to maintain service levels.

Providing real-time coaching, feedback, and performance support.

Ensuring staff are fully up to date on priority benefits, upgrades, and policies.

OPERATIONAL OVERSIGHT

Ensuring contracts, documentation, and payments are being processed accurately.

Monitoring vehicle availability for priority bookings and upgrades.

Liaising with fleet, valet, and cleaning teams to ensure priority vehicles are ready on time.

Ensuring compliance with company SOPs, airport regulations, and security requirements.

RISK, FRAUD, AND COMPLIANCE

Overseeing ID, licence, and credit card verification procedures.

Ensuring correct authorisation amounts are being taken, especially for high-risk rentals.

Monitoring and addressing suspicious transactions or customer behaviour.

Ensuring all rental agreements meet legal and audit requirements.

PERFORMANCE MONITORING AND REPORTING

Tracking KPIs such as service time, customer satisfaction, conversion rates, and error rates.

Compiling shift reports and flagging operational or customer issues to management.

Following up on customer feedback and service recovery cases.

TRAINING AND DEVELOPMENT

Onboarding and training new priority counter staff.

Refreshing team knowledge on system updates, products, and loyalty programs.

Leading by example in professionalism, appearance, and service standards.

COMMUNICATION AND REPORTING

Acting as a link between employees and management.

Preparing reports on performance, incidents, and operational outcomes.

Participating in team meetings and contributing to continuous improvement initiatives.