Passenger Services Supervisor

5 months ago

Cornwall, United Kingdom Corserv Full time

About the role

We currently have the opportunity to hire a Passenger Services Supervisor, who will lead and drive the day to day running of the passenger and customer service department.

Working within a busy environment where no two days are ever the same, you must be able to demonstrate your ability to multi-task, prioritise 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 you undertake and comply with all airlines, company and regulatory policy and procedures.

Lead and drive customer service, engaging your team whilst managing the day-to-day operation maintaining 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
 

Qualifications

The following qualifications and experience are essential:

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


The following qualifications and experience are desirable:

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 to you

Salary: £, pa pro rata

Working Hours: hours per week, with on and off

Base: Cornwall Airport Newquay

Working with us you will have an employee benefits package that includes:

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

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