Customer Service Duty Manager - Gold Coast (Part-Time)

Customer Service Duty Manager - Gold Coast (Part-Time)

Reporting to the Head of Ground Operations - Queensland, the Customer Service Duty Manager - Gold Coast is responsible for supervising the delivery and achievement of Customer Service and operational objectives to promote and champion a safety culture, FJ's World Class Apex rating and ensure on-time performance through collaborative engagement in accordance with contracted Service Level Agreements and other regulatory authorities.

Key Responsibilities

Key responsibilities include but are not limited to:

• Drives and motivates the staff to achieve the best results by exemplifying integrity, professionalism and excellent communication skills while keeping the customer at the heart of everything we do.
• Maximises revenue through anciliary sales and minimises financial risks caused by irregular operations.
• Conducts pre-flight system checks (using Amadeus Customer Management) and communicates required corrective actions in line with company guidelines.
• Influences and monitors the delivery of customer service at the desired level to ensure customer satisfaction and compliance with Fiji Airways Ground Operations Manual, Safety, Security and Dangerous goods policies and procedures.
• Makes operational decisions during each shift to ensure customer satisfaction and on-time departures, including the issuance of meal vouchers, transportation, accommodation, and the use of Flight Interruption Manifests (FIMs) during irregular operations, in accordance with company policies.
• Ensures mishandled baggage claims are processed promptly and follows through to ensure closure of all reports.
• Prepares and submits detailed shift reports outlining disruptions, delays, offloads, operational occurrences, corrective actions taken, and any pending matters for the next shift.
• Verifies shift sales generated and executes banking processes with complete documentation to ensure accuracy and accountability of company revenue.
• Monitors and assesses performance of the staff and provides feedback to Head of Ground Operations-Queensland.
• Conducts self-inspections of station operations including check-in, boarding, arrivals, ramp operations and formal audits as per the published Annual Audit Plan.
• Investigates customer complaints and dissatisfaction, determines findings and reports back to Management via adhoc or operational reporting as required.
• Ensures full compliance with Fiji Airways' safety, security, and operational requirements, as well as those of regulatory authorities, at all times.
• Provides operational support and representation in forums as required and is available for call-outs as and when operational needs arise.

Qualifications, Skills & Experience

• Diploma in Aviation, Hospitality, or General Management.
• Reservations and Customer Management (CM) training; Weight and Balance experience will be an advantage.
• Dangerous Goods Awareness Certification will be an advantage.
• Minimum of 5 years' experience in the aviation or hospitality industry.
• Experience in a managerial or supervisory role with a demonstrated ability to lead and direct a Team to achieve organizational objectives.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office applications with strong analytical and reporting skills.
• Highly customer service-oriented with a professional personal presentation.
• Strong organisational, multi-tasking, and problem-solving abilities.
• Must be available to work flexible hours, including weekends and public holidays, as operationally required.

Applicants must have valid and unrestricted working rights in Australia, such as Australian citizenship, permanent residency, or an appropriate visa.

Only shortlisted applicants will be contacted for the next steps of the Recruitment process.