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Passenger Services Supervisor

1 month ago

Cornwall, United Kingdom Corserv Full time
About the Role

We are seeking a highly motivated and experienced Passenger Services Supervisor to lead and drive the day-to-day running of our passenger and customer service department. As a key member of our team, you will be responsible for ensuring that our customers receive a high level of service and that our operations are run efficiently and effectively.

Key Responsibilities
  • Supervise and manage the Customer Services Department, ensuring compliance with all airlines, company, and regulatory policies and procedures.
  • Lead and drive customer service, engaging your team and managing the day-to-day operation to maintain compliance within aviation regulatory processes.
  • Implement and manage department rosters to ensure adequate staffing and skillset is achieved to deliver the operational schedule and annual leave policy entitlements.
  • Undertake varied administrative duties contributing to effectively managing the passenger services department in line with CAL, airline, and regulator procedures.
  • Communicate with passengers on behalf of our airline partners and management to alert them to any irregular operations which may cause delays or otherwise impact service expectations.
  • Assist the Passenger Services Duty Manager in ensuring personnel have adequate skills and experience and have been suitably trained to perform their work safely and in accordance with airline, company, and regulatory procedures.
  • To ensure the company Passenger with Reduced Mobility (PRM) policy remains fit for purpose and information recorded and submitted as per CAA request.
  • To carry out extensive audits to ensure both regulatory requirements are achieved, and all revenue targets are collected on behalf of the airport and airlines partner agreements.
  • Promote and maintain a safe working environment following standard operating procedures at all times in line with the company safety management system as detailed within Aerodrome Manual Part B – Safety Management System.
  • Deliver the required role within the Airports Winter Operations Policy as detailed within the Snow Plan.
  • Assist the Management Team with Airport/Airline station emergency procedures and terminal evacuation procedures as published in the relevant manuals and to follow the procedures set out for a Customer Service Supervisor in the event of an incident.
  • To maintain confidentiality of information acquired and ensure all human resource company procedures are carried out in line with company polices including attendance management and disciplinary and capability.
  • To be aware of and adhere to applicable rules, regulations, legislation, and procedures Equal Opportunities Policy, Code of Conduct, legislation (Health & Safety, Data Protection), regulatory bodies (Civil Aviation Authority, Department for Transport, Health and Safety Executive).
  • To undertake other duties appropriate of the post as required, deemed reasonable by the Management Team.
Requirements
  • Management/supervisory experience including the application of HR company policy and procedures.
  • Experience in dealing with the public, in a customer service-related position.
  • Good basic education standards to GCSE level. Must include English and Maths to Grade C and above.
  • IT Literate.
  • Roster Management.
  • Demonstrate assertiveness and good leadership skills.
  • Good interpersonal, oral, numerical, and organisational skills.
  • Ability to establish good relationships and maintain confidentiality.
  • Ability to adapt to a changing environment.
  • Ability to work to specified guidelines.
  • Highly Motivated and enthusiastic.
  • Extremely flexible.
  • Ability to remain calm, assertive, and methodical in stressful situations.
  • Means of transport to meet the needs of the airport business hours.
  • Willingness to work in a shift environment (including weekends, bank holiday, and public holidays).
  • NVQ or equivalent in Customer Service or relevant skill set to the role.
Desirable Qualifications and Experience
  • Experience in an airport environment including passenger handling and ticket desk.
  • Experience of delivering staff training.
  • Experience of customer complaint handling.
  • Assisting people with reduced mobility and hidden and other disabilities.
  • Knowledge of Airline terms and conditions.
  • Train the Trainer Certificate / National Occupational Standards qualification.
  • Health and Safety qualification IOSH Managing Safely.
Our Offer

We offer a competitive salary and a range of benefits, including:

  • Generous pension scheme with employer contribution.
  • Employee discount scheme and wellbeing events.
  • Holiday pay.
  • Investment and support in your continuous training and development.