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About the Role

Supervise and control flight-handling activities to ensure high service standards, achieve customer satisfaction, and on-time flight departures. Handle flight delays, disruptions, and denied boarding situations. Deputize for the Airport Services Duty Officer and/or Airport Representative.

Responsibilities

• Act as Station coordinator in liaison with GHA and QR Department.
• Work closely with GHA and all airport departments to ensure on-time performance targets are met.
• Ensure progress towards on-time flight closure and passenger boarding.
• Supervise the airport team in achieving on-time performance.
• Facilitate ramp handling activities in liaison with GHA, Caterers, Fuels, Maintenance, Cargo, and Crew to expedite departure.
• Plan efficient duty allocation for Customer Service Agents for optimal resource utilization.
• Review aircraft allocations based on movement signals, late arrivals, and loads.
• Ensure all departments are aware of operational messages and requirements.
• Support the Airport Services Duty Officer during flight disruptions, misconnections, and denied boarding incidents.
• Ensure passengers receive full support during any disruption on shift.
• Perform other related duties as assigned for efficient and effective functioning.
• Undertake any other operational tasks/responsibilities as assigned by the Airport Services Manager.

Requirements

• Bachelors Degree or equivalent.
• Fluent in English both written and spoken.
• Advanced Customer Relations trainings such as Passenger services (Altea), Baggage Services (World Tracer), Ground operations (GSM/GOM), Dangerous goods Regulations, weight and balance.
• Sound knowledge of Amadeus Reservations & Ticketing, including ID/AD tickets.
• High computer literacy.
• 5 years of job-related experience required.
• Must have the right to live and work in the UK.

Skills

• Customer Relations
• Passenger services (Altea)
• Baggage Services (World Tracer)
• Ground operations (GSM/GOM)
• Dangerous goods Regulations
• Weight and balance
• Amadeus Reservations & Ticketing
• Flight Editing
• Check-in
• Transfers
• Boarding
• Flight delays management
• Disruptions management
• Denied boarding management

Location

• London Heathrow

Work Type

• Full-time

Experience Level

• 5 years of job-related experience

Education Level

• Bachelors Degree or equivalent

About the Company

• We are a progressive team offering a challenging and rewarding career.