Job Title

Social network you want to login/join with: We currently have the opportunity to hire a Passenger Services Supervisor, who will lead and drive the day-to-day operations of the passenger and customer service department. Working in a busy environment where no two days are ever the same, you must demonstrate your ability to multi-task, prioritize, and undertake project work as required. You should be passionate about delivering a high and consistent level of customer service for all users of Cornwall Airport Newquay. What you'll be doing Actively supervise the Customer Services Department, ensuring compliance with all airline, company, and regulatory policies and procedures. Lead and drive customer service, engaging your team while managing daily operations and maintaining compliance within aviation regulatory processes. Implement and manage department rosters to ensure adequate staffing and skillsets to deliver the operational schedule and meet annual leave policies. Undertake administrative duties to effectively manage the passenger services department in line with CAL, airline, and regulator procedures. Communicate with passengers on behalf of airline partners and management regarding any irregular operations that may cause delays or impact service expectations. Assist the Passenger Services Duty Manager in ensuring staff have adequate skills, experience, and training to perform their work safely and in accordance with airline, company, and regulatory procedures. Ensure the company's Passenger with Reduced Mobility (PRM) policy remains effective, with information recorded and submitted as per CAA requests. Conduct audits to ensure regulatory requirements are met and revenue targets are achieved according to airport and airline agreements. Promote and maintain a safe working environment following standard operating procedures and the company's safety management system. Support airport and airline emergency procedures and terminal evacuation protocols as per manuals and procedures. Maintain confidentiality of information and ensure HR procedures, including attendance, disciplinary, and capability processes, are followed. Adhere to applicable rules, regulations, legislation, and policies, including Health & Safety, Data Protection, and industry standards. Perform other duties as deemed appropriate by the management team. Qualifications The essential qualifications and experience include: Management/supervisory experience, including HR policy application. Experience in customer service roles dealing with the public. Good GCSE standards, including English and Maths at Grade C or above. IT literacy. Roster management skills. Assertiveness and leadership abilities. Strong interpersonal, organizational, and communication skills. Ability to maintain confidentiality and adapt to change. Motivated, enthusiastic, and flexible. Ability to work in stressful situations calmly and methodically. Means of transport to meet airport operational hours. Willingness to work shifts, including weekends, bank holidays, and public holidays. NVQ or equivalent in Customer Service or relevant skills. The desirable qualifications and experience include: Experience in airport passenger handling and ticketing. Experience in staff training and customer complaint handling. Experience assisting passengers with reduced mobility and disabilities. Knowledge of airline terms and conditions. Trainer certification or equivalent. Health and Safety qualification (e.g., IOSH Managing Safely). Our offer to you Working hours: hours per week, including on and off shifts. Location: Cornwall Airport Newquay. Employee benefits include: Generous pension scheme with employer contribution. Employee discount scheme and wellbeing events. Holiday pay. Support for continuous training and development.#J-18808-Ljbffr