Airport Operations Coordinator (JHB) at FlySafair

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.

Requirements

• 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.