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Customer Service Duty Manager - Canberra (Part Time)

162641
Global Airports
Canberra, Australian Capital Territory
April 13, 2025
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Customer Service Duty Manager - Canberra (Part time)

We are seeking a dynamic and service-oriented individual with a passion for delivering exceptional customer experiences.

Reporting to the Head of Ground Operations NSW/SA, this role is responsible for overseeing customer service and operational performance. The successful candidate will drive on-time performance and safety culture while ensuring compliance with contracted SLAs for Ground Handlers and other regulatory authorities. Collaborative engagement and a commitment to service excellence are key to success in this role.

KEY RESPONSIBILITIES

Key responsibilities include but are not limited to:

  • Drive and motivate contracted Ground Handlers to boost ancillary sales while reducing financial risks from irregular operations.
  • Conduct preflight system checks (Customer Management or Amadeus), ensuring necessary corrective actions are taken in line with company policies.
  • Monitor and guide contracted Ground Handlers to uphold service standards, ensuring compliance with SLAs, Fiji Airways Ground Operations Manual, and safety, security, and dangerous goods regulations.
  • Oversee on-time departures and customer service during disruptions, including handling meal vouchers, transportation, accommodation, and Flight Interruption Manifests (FIMs) within company guidelines.
  • Ensure mishandled baggage claims are processed efficiently and followed through to closure.
  • Prepare detailed shift reports documenting disruptions, delays, operational issues, corrective actions taken, and pending matters for follow-up.
  • Verify sales transactions processed by the Ground Handler, execute the banking process, and ensure financial accuracy.
  • Continuously assess the contracted Ground Handler's performance, providing recommendations to the Head of Ground Operations for necessary action.
  • Conduct self-inspections of station operations (check-in, boarding, arrivals, ramp activities) to meet annual audit plan requirements and ensure compliance.
  • Address and investigate customer complaints and service concerns raised by management or through operational reports.
  • Ensure strict adherence to Fiji Airways' safety, security, and operational policies, as well as external regulatory requirements.
  • Act as a company representative in operational forums and remain available for call-outs as required.

QUALIFICATIONS, SKILLS & EXPERIENCE

  • Diploma in Aviation and/or Hospitality, or general management.
  • Reservations and CM training, Weight and Balance experience is an advantage.
  • Dangerous Goods Awareness Certification will be an advantage.
  • Excellent written and verbal communication skills.
  • Proficient in Microsoft Office applications with strong analytical skills.
  • Customer Service orientated.
  • Strong organisational, multi-tasking and problem solving skills.
  • Professional personal presentation.
  • Team player
  • Minimum of 5 years' Aviation experience or in Hospitality industry.
  • Experience in a managerial or supervisory role with a demonstrated ability to lead and direct a Team to achieve organizational objectives.
  • Be able to work in Australia.

Applications close at midnight (Fiji Time) on Sunday, 27 April 2025. Only shortlisted applicants will be contacted for next steps of the recruitment process.