Job Title

Sydney Airport - Customer Service SupervisorPosted: 30/05/2025Closing Date: 20/06/2025Job Type: Permanent - Part TimeLocation: Sydney (SYD)Job Category: Above Wing OperationsStar Aviation is Australia''s most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports.Job DescriptionAtStar Aviation, were not just filling roles were building a team of people who embody the spirit of our brand and take pride in representing both our company and our customers.Were proud to bebig enough to manage with the capability, experience, and professionalism to keep operations running smoothly at some of Australias busiest airports.But were alsosmall enough to care which means youll be recognised, supported, and genuinely valued every step of the way.If that sounds like the kind of team you want to be part of wed love to hear from you!As a Customer Service Supervisor, you will be responsible for overseeing the customer service functions of the client airline. This includes first level performance management of staff and customer issues, as well as engagement with airport authorities, government agencies, airline representatives and other ground service providers.Due to the operations at the airport, shifts are on a rotating roster with early starts commencingfrom 0230, and afternoon finishes of 2400 (pending flight delays).Day to Day Duties:Oversee the customer service functions of the client airline.First level performance management of staff and customer issues.Engage with airport authorities, government agencies, airline representatives and other ground service providers.Monitor and evaluate the customer service delivery process and make recommendations for improvements.Manage and motivate a team of customer service agents.Develop and implement policies and procedures to ensure consistent and efficient customer service delivery.Provide training and development opportunities to customer service staff.Monitor and maintain compliance with company and regulatory requirements.Maintain effective communication with other departments and stakeholders.Deliver check in services on behalf of Star Aviation and its Airline customers in the correct application.Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and proceduresPolitely welcome passengers as they arrive at the terminal counterCompare information on tickets with passenger data to ensure it all matches and is correctCheck bookings and issue boarding passesEducate passengers about airport security protocols and luggage allowancesSafely direct passengers to the correct gate for their flightRepresent both the Airline and Star to the highest-level ensuring customer satisfactionEnsure the safe and secure operation of all equipmentPerform Boarding Gate duties including public announcements as per our clients requirementsComplete Passenger Marshalling duties maintaining a safe and secure environment as per our clients requirementsDesired Skills and ExperienceThe Ideal Candidate:A valid Aviation Security Identification Card (ASIC) - or ability to obtain oneAt least 1-3 years of experience in a supervisory roleExperience with Aviation/Airline industry desirableA validdriverslicense to commute to workAbility to perform all duties at a high standard of customer serviceCaring approach to dealing with peopleClear communication and good interpersonal skillsExcellent organisation and time management skillsStrong ability to multi-task, priorities and meet deadlinesCustomer focus to deliver exceptional serviceAbility to adapt to changing priorities and situationsAble to work well in a fast-paced team environmentHighly personable and able to communicate and influence a diverse range of stakeholdersProficient in report writing, in plain and clear EnglishAwareness of the importance in achieving on time performance goals in an efficient and safe mannerAlignment with our company Values (Safety, Accountability, Customer Service, Innovation, Teamwork)On Offer:Opportunity to be part of a family-oriented business where you are truly valued.Ongoing career training and development with in-house programsDiscounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more!Due to the high volume of applications, only those that are progressed to the next stage of the recruitment process will be contacted. #J-18808-Ljbffr