Passenger Coordinator Passenger Care CenterPCC Ground Operations

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Location: Sweden
Job type: Permanent
Aircraft type:
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Sector: Operations
Job Role: Customer Service Jobs

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Passenger Coordinator, Passenger Care Center(PCC) Ground Operations

SAS Ground Operation is part of the SAS Operations division. The Ground handling organization consists of passenger services, ramp services and other airport related services at SAS’ HUBs in Stockholm, Oslo and Copenhagen and approx. 120 other airports around the globe. Our goal is to deliver high quality and cost efficient Airport Services to SAS, with priority on safety, top punctuality and customer care.

Central PCC (Passenger Care Center) in turn is a new central function within SAS Ground Operations that will gather competencies in Frösundavik to ensure world class irregularity handling for SAS customers.

The function is main responsible for solving customer related issues during irregularities on SAS flights going into the HUBs and between line stations. Central PCC will be overall responsible for coordination between local PCC units at HUBs and with other SAS functions such as Direct Sales, Revenue Management and Operational Control Center regarding IRR events.

As Passenger Coordinator you will be a part of our new department to secure world class irregularity handling for SAS passengers.

Main areas of responsibilities

* Handling of SAS passengers during irregularities at the airport for SAS Line stations, rebooking passengers to an alternative flight in case of canceled or delayed flights or other irregularity.

* Contribute with the passenger perspective into decision making for the overall irregularities handling

* Coordination of irregularity handling between central and local PCC units at ARN/CPH/OSL.

* Coordination of irregularity handling with Operational Control Center (OCC) at Frösundavik, Stockholm.

* Contribute in the work to continuously improve processes and procedures to achieve a world class irregularity handling for the SAS customers.

* Contribute to make sure departments KPI’s are met

* Work in a multicultural environment

Qualifications and experience

* High school

* Interest of other languages, geographies and cultures

* Fluent English spoken and written and at least one Scandinavian language

* Excellent verbal and written communication skills

* Commercial and operational understanding and business skills

* Preferably LEAN experience or other efficiency processes

Personal qualities

* Understand and deliver customer value – making life easier for our customers

* Enjoy working in a fast-paced environment and possesses the ability to prioritize tasks

* A problem solver that possesses a can do attitude

* Responsible, enthusiastic, committed and prestigeless

* Ability to create an understanding for the overall picture as well as paying attention to details

* Ability to efficient communication and good interpersonal skills

* Contribute to a joyful work environment – act with a positive attitude

* Engage in dialogue and participate in problem solving

* Take ownership of and deliver on your targets and tasks

* Respect processes, standards and decisions

Other of importance

* Full-time

* Location: Frösundavik, Stockholm

* Shift work (24/7)

* Desired appointment date: As soon as possible

For further information please contact Martina Zadig at

Welcome with your application continuing a personal letter and CV not later than September 3rd 2017. Recruitment will take place continuously during the application period.

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