Sydney Airport - Customer Service Supervisor

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Introduction:
Star Aviation is Australia's most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports.

Description:
At Star Aviation, we’re not just filling roles — we’re building a team of people who embody the spirit of our brand and take pride in representing both our company and our customers.

We’re proud to be big enough to manage – with the capability, experience, and professionalism to keep operations running smoothly at some of Australia’s busiest airports.

But we’re also small enough to care – which means you’ll be recognised, supported, and genuinely valued every step of the way.

If that sounds like the kind of team you want to be part of — we’d love to hear from you!

As a Customer Service Supervisor, you will be responsible for overseeing the customer service functions of the client airline. This includes first level performance management of staff and customer issues, as well as engagement with airport authorities, government agencies, airline representatives and other ground service providers.

Due to the operations at the airport, shifts are on a rotating roster with early starts commencing from 0230, and afternoon finishes of 2400 (pending flight delays).

Day to Day Duties:

• Oversee the customer service functions of the client airline.
• First level performance management of staff and customer issues.
• Engage with airport authorities, government agencies, airline representatives and other ground service providers.
• Monitor and evaluate the customer service delivery process and make recommendations for improvements.
• Manage and motivate a team of customer service agents.
• Develop and implement policies and procedures to ensure consistent and efficient customer service delivery.
• Provide training and development opportunities to customer service staff.
• Monitor and maintain compliance with company and regulatory requirements.
• Maintain effective communication with other departments and stakeholders.
• 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
• Compare information on tickets with passenger data to ensure it all matches and is correct
• Check bookings and issue boarding passes
• Educate passengers about airport security protocols and luggage allowances
• Safely direct passengers to the correct gate for their flight
• Represent both the Airline and Star to the highest-level ensuring customer satisfaction
• Ensure the safe and secure operation of all equipment
• 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
• Action basic administration duties

Skills and Experiences:
The Ideal Candidate:

• A valid Aviation Security Identification Card (ASIC) - or ability to obtain one
• At least 1-3 years of experience in a supervisory role
• 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
• Alignment with our company Values (Safety, Accountability, Customer Service, Innovation, Teamwork)

On Offer:

• Opportunity to be part of a family-oriented business where you are truly valued.
• Ongoing career training and development with in-house programs
• Discounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more!

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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