Job Description
The role of the Department Officer - Customer Services is To direct and control all departmental activities on shift, act as point of contact and plan the availability of resources / equipment ensuring consistency, safe on-time performance and alignment with SLAs, standard operating procedures, shift demand and regulatory, legal and safety requirements
The successful candidate will be responsible for review, communication and implementation of SOPs, work instructions and KPIs in the department, based on customer requirements, Corporate Integrated Management System, regulatory and industry standards, Quality Management Systems and departmental objectives and policies. Facilitate and represent the department at all external airline audits, change management processes, continuous improvement programmes & ensure all staff are updated on SOPs for relevant areas of operations.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Works with dOCC (dnata Operations Control Centre) Resource Allocators to plan and control manpower resources on shift to optimise utilisation and save costs in line with the standard operating procedures ensuring compliance with safety and service standards
Reviews the flight schedule and ensures that the resource plan is aligned to the work demand.
Forecasts any operational issues and ensures the availability of resources in the case of manpower shortages or equipment breakdown / maintenance
Deploys resources based on the information provided from resource planning to ensure availability of resources for all flights/activities
Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions
Guides and leads Department Team Leaders to deliver the required services as per the shift requirements
Discuss the shift challenges with the team and briefs on expectations and plan of action.
Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
Acts as a role model for the desired safety behaviours and wears the appropriate PPE and ensures that work is conducted in a safe manner
Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety
Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Communicates regularly with key stakeholders to provide them updates on department activities on shift
Coordinates regularly with other officers on shift to ensure that quality services, resources and safe on- time performance are provided
Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement and feeds back to Department Management
Ensures that all identified problems and escalated issues are resolved in a timely manner
Develops the shift report summarizing shift performance and highlighting any service shortfalls and recommends solutions and corrective action
Takes immediate action to rectify irregular operations in coordination with Flight Officer (where applicable), Service Delivery Managers and/or Manager dnata Operations through the deployment of resources on the shift for airside operations
Directs on-time opening and closing of flights on the day of operations and ensures that concerned areas are communicated with the relevant information additional to Special Handling
Communicates with concerned stakeholders to ensure that any extra requirements for Buggy Operators, Wheelchair Attendants, Equipment Operators are available when requested
Plan
Deploy
Lead
Execute
Additional to Customer Service
Job Requirements
Bachelor's degree or Diploma in business administration / aviation / ground handling / customer service
Bachelor Degree: 4-6 years of experience in aviation/ ground handling/customer service
Diploma: 6-8 years of experience in aviation/ ground handling/customer service
UAE driving license (for airside based roles)
Preferably First Aid trained
Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area
Advanced understanding of the aviation terminology
Advanced Customer Management Skills
Advanced Communication Skills
Advanced Safety Awareness Skills
Proficient Supervisory Skills
Proficient Planning and Organizing Skills
Proficient Writing Skills
Proficient IT and Computer Literacy Skills
Job Details
Company/Organization: Emirates Group
Employment Type: Full-time Job
Job Location: United Arab Emirates
Application Deadline: N/A
