Sydney Airport - Customer Service Officer

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Introduction:
At Star Aviation, we’re big enough to manage, but small enough to care. With us, you’ll experience the scale of working with Australia’s leading airlines, while still being part of a business that treats you like an individual.

Every shift is about keeping the skies safe, keeping Australia’s airports moving and making travel journeys memorable for passengers.

Our values are at the heart of everything we do, and we’re excited to welcome people who share them. When we work with those who live our values every day, we grow stronger together as a team:

• Safety First, Always – every decision is made with safety front of mind.
• Lead with Care – respect and support for every colleague and customer.
• Stronger Together – working as one team with a shared purpose.
• Own the Moment – bringing accountability and pride to every task.
• Fuel Potential – thinking outside of the box, turning ambition into impact, today and tomorrow.

How we support you
We’ll support your growth with ongoing career training and development through our in-house programs, and you’ll also enjoy access to discounts and benefits across travel, retail, lifestyle and more - from partners like SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many others.

About the job:
[refer below for relevant job details]

Mandatory requirement

The role requires the ability to obtain and maintain an Aviation Security Identification Card (ASIC). To be eligible, you must hold valid working rights in Australia and photo identification and successfully meet all background and security clearance requirements.

Description:
As a Customer Service Officer at Sydney Airport, you will provide excellent customer service and assist passengers checking in in a seamless manner. Being the ‘face of the company’ to clients and passengers, you will put the customers’ needs at the heart of all required tasks.

Your work will include:

• Deliver check in services on behalf of Star Aviation and its Airline customers in the correct application.
• Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and procedures
• Politely welcome passengers as they arrive at the terminal counter and safely direct passengers to the correct gate for their flight
• Compare information on tickets with passenger data to ensure it all matches and is correct
• Educate passengers about airport security protocols and luggage allowances
• Perform Boarding Gate duties including public announcements as per our client’s requirements
• Complete Passenger Marshalling duties maintaining a safe and secure environment as per our client’s requirements
• Operate any lifting devices, including Eagle Hoists, in accordance with Airline approved transfer methods, to assist wheelchair passengers
• Provide assistance to passengers that have their own personal wheelchair in transferring, in accordance with Airline approved transfer methods (from wheelchairs back to personal devices and vice versa)
• Provide assistance to wheelchair passengers in manuevering luggage from the baggage belt onto a trolley
• Collect and ensure that relevant equipment (wheelchairs, E-Caddy etc) are collected from around the Airport to ensure it is in the required locations and stored effectively
• Provide assistance to customers in finding family or friends who are collecting them at a drop-off point within the boundaries of the airport as requested by the passenger
• Action basic administration duties

Due to the operations at the airport, shifts are on a rotating roster (Monday - Sunday) with early starts commencing from 2:30am, and late night finishes of 12:00am (pending flight delays).

Shortlisted candidates may be invited to an Assessment Centre on Monday 20th October!

Successful candidates will then progress to complete a mandatory medical assessment, before commencing a 3 week paid training block.

Skills and Experiences:
The ideal candidate:

• A valid Aviation Security Identification Card (ASIC) - or ability to obtain one
• Experience with Aviation/Airline industry – desirable
• A valid drivers license to commute to work
• Ability to perform all duties at a high standard of customer service
• Caring approach to dealing with people
• Clear communication and good interpersonal skills
• Excellent organisation and time management skills
• Strong ability to multi-task, priorities and meet deadlines
• Customer focus to deliver exceptional service
• Ability to adapt to changing priorities and situations
• Able to work well in a fast-paced team environment
• Highly personable and able to communicate and influence a diverse range of stakeholders
• Manual Handling procedures
• Conflict resolution skills
• Proficient in report writing, in plain and clear English
• Intermediate skills for Microsoft Office Suite
• Awareness of the importance in achieving on time performance goals in an efficient and safe manner

Due to the high volume of applications, only those that are progressed to the next stage of the recruitment process will be contacted.

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