Duty Officer Passenger Service

To manage, motivate and engage staff to ensure delivery of customer airlines targets while complying with all company and customer procedures, policies and brand values.

• Lead by example to deliver consistently great service to our customers
• Manage, motivate and engage employees by providing an open feedback culture and managing performance on a regular basis
• Ensure compliance with all Swissport's corporate and airline safety and security procedures in order to meet/exceed regulatory standards
• Plan and deploy resources to ensure that we are collectively successful by producing rosters in line with customers and operations requirements
• Monitor and manage overtime payments on a daily basis, identifying issues and finding solutions to stay within targeted budgets
• Maintain, monitor and report on agreed key performance indicators (KPI's)
• Conduct full investigations on irregularities, accidents or complaints as per our standard reporting requirements
• Drive consistency and standards by ensuring clear communications at all levels on operational policies and procedures; team meetings, shift handover meetings, 1-1's and completion of relevant reports
• Ensure all agreed training is completed and documented
• Build and maintain relationships with stakeholders, internal and external
• Resolve issues/conflicts in a timely manner
• Ensure efficient operation of inbound and outbound flights
• Ensure senior management is informed of important issues such as flight irregularity in a timely manner

• Minimum of 10 years experience in Aviation industry
• High school diploma or College degree. University degree preferred
• Excellent understanding of customer service
• Leadership and people management skills
• A proven ability to problem solving and decision making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in English & Greek
• High sense of safety & responsibility
• Committment to continuous improvement
• Handle irregularities timely and efficiently
• Capability to assign duties – Able to delegate tasks & control shifts
• Ability to work under pressure
• Flexible to work on various shifts (days, evenings, nights, weekends, holidays)

Quoting reference: PSDO-2018. Human Resources Department, Swissport Cyprus Ltd.