Job Title

Darwin Airport, NTdnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development!We are looking for someone to join our Passenger Services team, as a Team Leader. If this role sounds like an opportunity for you, keep reading!Overall Purpose of the Position:The Passenger Services Team Leader is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service, meeting and exceeding the company and clients expectation.The Team Leader will manage the day to day activities and business issues including all duties associated with controlling a given flight. This will incorporate dealing with competing stakeholder priorities.Key Responsibilities of the role include, but not limited to:Deliver customer centric Passenger Services by organising, coordinating and performing across all work areas during an operational shiftManage on-the-job team coaching/training and performance feedback to achieve high levels of performance and service excellenceEnsure the efficient and effective allocations of resources to deliver operational requirements and meet Service Level AgreementsEnsure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements, industry standards, legislation and dnata Airport Services Policy and Procedure.Coordinating Service Delivery Agents and passengersDuring disrupted or delayed servicesThat require special assistanceIn wheelchairs to and from aircraftEnsure compliance with OH & S Regulations and Company OH & S Policies to ensure safety of passengers and other employees; reinforcing a positive safety culture within the team focused on awareness and vigilanceTo report any incidents immediately and maintain awareness and obligations involved in reporting incidentsEnsure all procedures are carried out within the regulations as set out by the individual requirements of client airlinesBuild strong working relationships with all dnata Airport Services staff and client airline employees / delegatesRepresent dnata Airport Services in a professional manner ensuring total retention of customer contract and an exceptional level of support and customer satisfactionPromote and manage a positive company image (including grooming, behaviours and service)Comply with dnata Standard Operating Procedures and PoliciesLiaise professionally with internal and external clients and stakeholdersFollow direction during shift to achieve required timely aircraft scheduled departure (100% Safe On Time Performance)What you will need to be considered successful:Commitment to dnata Values and operating proceduresDemonstrate leadership experience and a commitment to driving a customer centric services culture within the teamAbility to work as a leader of a team, sharing information and providing support to ensure there is a coordinated approach to the clients requirements during operationsWork in a safe manner at all timesEnsure adherence to all company safety, policy, procedures and processesMinimum of 2 years experience in customer service oriented roleExperience in dealing with difficult situations with clients; and dealing with high volume, personalised customer serviceAbility to handle pressured and stressful job situation successfully i.e. competing demands and priorities, including working any extra hours requiredAbility to effectively communicate with people from a variety of different backgrounds; and has the ability to deal with confidential and sensitive situationsUnderstands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirementsBe a proactive self starter, able to successfully manage multiple issues and effectively resolving themHigh level computer skillsMotivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekendKeep up to date and competent on all articulate trainingAbility to follow instructions as directed by managementPrevious leadership skills such as Service Desk or a Supervisor role essentialDesirable Criteria:Secondary language desirablePrevious experience in an operational environment where Standard Operating Procedures are in place and adhered toSo... does this sound like you? If so, Apply Now!Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC) and a pre-employment medical/Drug & Alcohol test.Please note that only successful candidates will be contacted. If you have not received a response from us within the closing date from applying, please assume you have been unsuccessful. #J-18808-Ljbffr