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Customer Service Duty Manager-Melbourne (Part Time)

Full time Aviation

Job Description & Skills/Qualifications Required

Global Airports
Melbourne - CBD, Victoria
 
 
 
 
 

Customer Service Duty Manager - Melbourne (Part Time)

We are looking for a dynamic individual with a passion to serve with care.

Reporting to the Head of Ground Operations - Melbourne, this role is responsible for overseeing the delivery and attainment of Customer Service and Operational goals. It involves fostering a culture of safety and ensuring on-time performance through collaborative engagement, in accordance with the contracted SLA for Ground Handlers and other regulatory authorities.

KEY RESPONSIBILITIES

  • All front-of-house (FOH) functions are handled by the Fiji Airways team. Once we have a full FOH team, the Customer Service Duty Manager (CSDM) will be responsible for overseeing the key responsibilities listed below.
  • Conducts preflight checks on system (Customer Management or Amadeus) and communicate the required corrective actions where applicable within company guidelines.
  • Influences and monitors the delivery of customer service satisfaction by contracted ground handler to ensure compliance with Service Level Agreement, Fiji Airways Ground Operations manual, safety, security and Dangerous goods policies and procedures.
  • Responsible for operational decisions on each shift to ensure customer satisfaction, on time departure, issuance of meal vouchers, transportation and accommodation, use of Flight Interruption Manifest (FIMs) during irregular operations within company guidelines.
  • Ensures mishandled baggage claims are processed and follows through for closure of report.
  • Prepares and submits a detailed report for each shift outlining disruptions and/or delays or offloads, occurrences and/or any immediate corrective actions taken to mitigate risks and/or any pending actions required for next shift.
  • Verifies shift sales generated by contracted ground handler and executes banking process with necessary documentation to ensure complete accuracy and accountability of company revenue.
  • Monitors and assesses contracted ground handler and provides feedback to Head of Ground Operations for appropriate action.
  • Carries out self-inspections of station operations (check-in, boarding, and arrival and ramp operations) to meet requirements of the Annual Audit Plan by MGOSCT.
  • Investigates reported findings related to customer complaints and dissatisfaction raised by Management or any adhoc operational reporting.
  • Appraises and complies with safety, security and operational requirements by Fiji Airways and other regulatory authorities at all times.
  • Provides support by way or representation in operational forums and available for call outs during as and when the need requires.

QUALIFICATIONS, SKILLS & EXPERIENCE

  • Diploma in Aviation and/or Hospitality, or general management.
  • Reservations and CM training, Weight and Balance experience is an advantage.
  • Dangerous Goods Awareness Certification will be an advantage.
  • Excellent written and verbal communication skills.
  • Proficient in Microsoft Office applications with strong analytical skills.
  • Customer Service orientated.
  • Strong organisational, multi-tasking and problem solving skills.
  • Professional personal presentation.
  • Team player.
  • Minimum of 5 years' Aviation experience or in Hospitality industry.
  • Experience in a managerial or supervisory role with a demonstrated ability to lead and direct a Team to achieve organizational objectives.
  • Be able to work in Australia.

Applicants must have valid and unrestricted working rights in Australia, such as Australian citizenship, permanent residency, or an appropriate visa. Applications close at midnight Fiji Time on Wednesday, 15 July 2026. Only shortlisted applicants will be contacted for next steps of the recruitment process.

Job Functions

Other Professional

Industry

Airline
Fiji Airways
About Fiji Airways

Fiji Airways, is the flag carrier airline of Fiji and operates international services from its hubs in Fiji to 13 countries and 23 cities including Australia, New Zealand, Samoa, Tonga, Tuvalu, Kiribati, Vanuatu and Solomon Islands, the United States, Hong Kong and Singapore.

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