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Arrivals Hall Coordinator
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Location: Sydney
Job type: Permanent
Aircraft type:
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Sector: Operations
Job Role: Coordinator Jobs
Position Title
T1 Arrivals Hall Coordinator (Part-time)
Reports To
Manager Airport Services - International
Business Unit
Terminal Services
Date
August 2017
Position Purpose
A key member of Sydney Airport’s front-line service delivery team. This role is responsible for coordinating an efficient and presentable passenger pathway including allocation of baggage reclaim units on a day to day basis. Customer focused and proactive collaboration with business partners is required including: Airport Operations Controller(s) , partner airlines, ground handling representatives, government border protection agencies, Airport Ambassadors and the travelling public. This is a shift position for a 12 month fixed term contract.
Key Accountabilities
* Monitor customer service standards and presentation of facilities within the terminals, in particular the Arrivals concourse and Reclaim Halls.
* Monitor aircraft schedules and frontline updates with the Terminal Systems Airport Controller and engage proactively with baggage system representatives, airline, government agencies and ground handlers to best allocate baggage reclaim units to support the optimum arriving passenger path.
* Liaise directly with the Terminal Systems Airport Controller for timely updating of traveller information (baggage reclaim units, public announcements).
* Support the TSC as directed maintaining smooth arriving passenger and terminal operations.
* Supervise on an ‘as needs’ basis baggage labour and customer service representative(s) that may be deployed to support an optimum passenger experience.
* Engage proactively external and internal stakeholders to ensure the arriving passenger pathways are set and re-set to agreed presentation standards
* Ensure passenger pathways are regularly assessed for optimum safety and presentation standards.
* Follow direction during contingency operations and/or disruptions in support of continuity plans. Undertake general duties as directed and associated with activation of the: Airport Emergency Plan (AEP), abnormal operations and/or non-AEP critical Incident Response needs.
* Provide customer feedback to ensure opportunities for greater efficiency and service in the airport’s operation are realised.
* Undertake other reasonable tasks as directed.
* Ensure all work practices are conducted in accordance with relevant legislation and policies in respect to WHS, EEO, and Environmental responsibilities.
* Act in accordance with Sydney Airport’s Vision and Values, and Customer Service Charter.
Key Working Relationships
Internal
External
* Terminal Systems Airport Controller
* Terminal Services Co-ordinator
* T1 Terminal Manager
* International Precinct Manager
* Duty Manager
* Baggage Handling System representatives
* Airport Ambassadors
* Government Agencies
* Airline operators and Ground Handling Companies
* Passengers and Visitors to the Terminals
* Airport Service Providers
* Tenants
Qualifications & Knowledge
Required
Desired
* Higher School Certificate or equivalent level qualification.
* Previous customer service experience with preference given to proficiency in an airport / airline or logistics environment.
* Senior First Aid Certificate.
* Radio Operator Certificate.
Experience & Capabilities
Required
Desired
* Prior experience in a logistics environment.
* Strong customer focus and appreciation of service delivery standards.
* Developed communication, negotiation and interpersonal skills.
* Experience in the delivery of high levels of customer service in a complex environment.
* Ability to organise and meet deadlines.
* Ability to work in a team environment.
* Ability to follow current company policies, procedures and guidelines with minimal supervision.
* Proven ability to use initiative to ensure continuous and safe operations.
* Ability to work independently or follow direction as a member of a team.
* Positive attitude
* Knowledge of airport operations, systems and facilitation processes.
* Working knowledge of airport/airline computer based operating systems.
SSAA PositionYes
Audiometric testing required? No
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