Customer Service Officer - Queensland Airports Limited

AVIATION GROUND HANDLING
POSITION DESCRIPTION
Customer Service Officer
EMPLOYMENT TYPE
Permanent Full-time / Part time / Casual
POSITION LEVEL/AWARD
Enterprise Agreement
DIRECT SUPERVISOR
Customer Service Supervisor / Port Manager
CHANGES TO POSITION DESCRIPTION:
This position description will be reviewed at least annually, and changes may be made within
the general scope of this position to improve effectiveness and/or efficiencies.
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Customer Service Officer
Aviation Ground Handling
POSITION OBJECTIVES
This position is responsible for working within the Aviation Ground Handling (AVGH) team to promote
and achieve safe, timely and efficient ground handling and airport services to our customers. This is to
be carried out in accordance with all AVGH, Queensland Airports Limited (QAL), regulatory government
department, airline clients and airport authorities’ policies and procedures. At all times, this position will
be required to work in a professional, cost effective manner whilst ensuring all assets are handled with
care.
1. KEY RESPONSIBILITIES
1.1
CUST OMER SERVI C E
Deliver a high standard of customer service at all times and ensure all customer service
requirements meet with AVGH and airline client service standards and culture.
Build strong working relationships with key company stakeholders.
Promote and maintain a positive organisational image and good community relations.
Report to your supervisor and/or manager in a timely manner on any issues or activities likely to
influence AVGH operations or relations with airline customers.
1.2
OPERA T I ON A L
Proficient knowledge and understanding of all AVGH safe and standard operating procedures
(SOP’s).
Awareness of the importance in achieving on-time performance goals in an efficient and safe
manner.
Work in a productive, pro-active team environment with management, customer service, ramp
staff and cabin crew to deliver an efficient turnaround at airports.
Carry out booking alterations and new booking procedures for client Airlines.
Ensure timely completion of check-in duties for each flight.
Advise passengers of boarding, flight time changes and delays through effective and
professional public address announcements.
Accurate preparation of flight manifests and boarding passes.
Meet arriving aircraft.
Coordinate the safe and timely boarding and disembarkation of passengers from gate to
aircraft.
Coordinate catering requirements as required.
Manage payload restrictions through liaising with operational departments.
Handling of misplaced and damaged baggage.
Direct the overall turnaround of aircraft in accordance with Airline precision timing schedules.
Marshall passengers on airside tarmac areas and walkways maintaining situational awareness
to ensure safety of passengers and staff.
Assist in the care of special service request passengers following correct manual handling
procedures.
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Customer Service Officer
Aviation Ground Handling
Assist in the management of passengers during disrupted or delayed services.
Provide assistance to other members of the AVGH team as required or directed.
Adhere at all times to operational procedures to ensure safety of staff, customers and aircraft.
Carry out all other reasonable duties as directed.
1.3
PERSON A L
Provide all customers with a service quality that exceeds their expectations.
Have a commitment to safety to carry out all duties in a safe manner.
Have a commitment to co-workers to build harmonious relationships and work as a team.
Have a commitment to continuous improvement at a corporate and individual level.
Represent the company image through high grooming standards and uniform presentation.
1.4
ADMI N I ST RA TI ON
Support the Customer Service Supervisor’s and other positions of Authority in the day to day
administration of the organisation with a high degree of confidentiality, sound judgement and
initiative.
Prepare and secure cashier documentation and monies when required.
Update any company visual display units within the terminal as required.
Ensure stationery and stock orders are adequate.
1.5
T RA IN IN G
Assist with operational training of new staff as directed.
Assist with systems training of new staff as directed.
Complete initial and recurrent company training as required.
1.6
WORKPLA C E HEA LT H A N D SAFET Y
Continuously adhere to and ensure all work is carried out in accordance with the obligations
detailed in the Workplace Health and Safety Act and AVGH policies and procedures.
Maintain a safe and secure operation within the airside environment by complying with all
Aviation SMS responsibilities and ensuring that all actions are in line with relevant regulations
and SOPs.
Be willing to undertake WH&S training.
Comply with induction and training of AVGH Workplace Health and Safety policies and
procedures.
Identify, report and control any risks recognised within the workplace.
Participate in team meetings as a means of obtaining information, identifying procedural
problems, safety issues and areas of focus for continuous improvement.
Report all incidents / accidents immediately to your supervisor and manager.
1.7
T EA MWORK
Promote a spirit of ongoing teamwork within the organisational network.
Attend regular team meetings as a means of obtaining information, identifying project
problems, safety issues and continuous improvements.
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Customer Service Officer
1.8
Aviation Ground Handling
HUMA N RESOURC ES MA N A G EMEN T
Observe all company Human Resource Management policies and procedures.
Have a strong knowledge of relevant company policies and procedures that cover your
relationship with AVGH.
Report any observed non-compliance in regards to AVGH Equal Employment Opportunity,
Harassment or Anti-discrimination policies to your supervisor and manager.
2. POSITION AUTHORITY
Initiate action to prevent the occurrence of any non-conformities relating to the product,
process and quality system.
Initiate, recommend or provide solutions through designated channels as required.
Control further processing, delivery or installation of non-conforming products until the
deficiency or unsatisfactory condition has been corrected.
Conduct staff training and inductions as directed.
Place orders to suppliers or subcontractors as directed.
Position is accountable to the Port Supervisors and Port Managers.
3. POSITION SPECIAL CONDITIONS
Ability to work a 7 day rotational roster.
Ability to accommodate varied roster requirements including split-shifts and overtime.
Ability to proactively and responsibly manage rest.
4. POSITION SELECTION CRITERIA
4.1
CUST OMER SERVI C E
Proven customer service experience.
Ability and knowledge of customer service functions, service strategies and service philosophies
to deal with customer conflict / confrontation situations.
Demonstrated ability to maintain focus in a high pressure work environment and coordinate
multiple time sensitive tasks.
Ability to prioritise tasks to ensure timely and successful completion.
Cash handling and reconciliation experience.
Work independently when required.
4.2
COMMUN I C A TI ON
Ability to effectively communicate with customers from a range of diverse cultural
backgrounds.
Ability to responsibly deal with confidential and sensitive situations.
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Customer Service Officer
Aviation Ground Handling
Ability to use radio communication devices.
Ability to liaise with colleagues and management.
4.3
T EA MWORK
Ability to work within a team, sharing information and providing support.
4.4
COMP UT ER SKI LLS
High level of computer literacy including Microsoft Office applications, e-mail, internet.
Ability to quickly acquire understanding of AVGH and airline systems.
4.5
MA N UA L HAN DLIN G
Ability to handle baggage up to 32 kg.
Ability to handle cargo and baggage using correct manual handling techniques.
Ability to assist with the correct movement of oversize items as required.
Ability to assist special assistance passengers to/from wheelchairs, passenger assistance
devices and aircraft seats.
Ability to assist with the movement of ground service equipment (GSE) as required.
4.6
SEC URI T Y
Ability to obtain all necessary security clearances, documentation and Dangerous Goods
certifications.
Adhere to all company, airport, airline and government security regulations.
Be able to perform security sensitive activities as required.
4.7
WORK EN VI RON MEN T
Ability to work in all weather conditions.
Ability to work in a multi-task driven environment.
Ability to understand and follow instructions.
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Customer Service Officer
Aviation Ground Handling
ORGANISATIONAL VALUES
The employee is expected to promote and act in accordance with our core values:
CUST OMER SERVI C E
We recognise that our customers are key to our business and we promote an atmosphere where we can
work together to satisfy our customers’ expectations. We participate in and promote a customercentred culture that emphasises outstanding service at every level of our organisation.
T EAMWORK
The employee will engage in and champion a culture where employees work together and are
committed and responsible. We are loyal to each other, support each other’s efforts and care for our
fellow employees, both personally and professionally. QAL creates value by working within and across
our business units. We acknowledge that the best solutions come from sharing ideas knowledge and
skills.
PASSI ON & EN T HUSIASM
Passion and enthusiasm underpins our organisation. We embrace and meet challenges with a positive
attitude showing pride, enthusiasm and dedication in everything we do. We are committed to providing
high quality service and are creative in delivering value to our stakeholders by anticipating change and
capitalising on opportunities.
RESPECT
QAL employees treat each other with respect at all times. We value our colleagues, encourage
development and reward good performance. Interaction with our team members, customers and
stakeholders is approached with the highest degree of dignity, equality, trust and sensitivity. At QAL, we
appreciate the importance of diversity and value all individuals and their contributions.
PROFESSI ON A LI SM
We are committed to proficiency, reliability, and excellence in all aspects of our conduct and
performance. We are accountable for our actions and to our communities, stakeholders and one
another. We embrace ethical standards by exhibiting a courteous, conscientious, well presented
business-like manner.
I N T EG RIT Y
We are all personally accountable for the highest standards of behaviour, including openness, honesty
and fairness in all aspects of our work. We abide by our word and fulfil our commitments as responsible
citizens and employees. We are principled and prudent in the way we manage ourselves and the
business.
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Customer Service Officer
Aviation Ground Handling
I have read and understood the contents of this document and commit to carrying out the
duties associated with this position in accordance with this document and company policy
and procedures.
Name (Print): _________________________________________________________________
Signature:______________________________________ Date:________________________
In the presence of:
Name (Print): _________________________________________________________________
Signature:______________________________________ Date:________________________
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