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JOB DESCRIPTION
Job title: ..Passenger Service Supervisor
Company:...British Airways
Department:. Customer Service
Reports to: ..Passenger Service Manager
Location: .Male (MLE)
Salary Package: . To be discussed
Job Purpose
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To oversee BA turnaround operations on shift (ramp or customer facing) to ensure all service, security and safety standards are met or exceeded. Instigate appropriate action when safety, security or customer service is compromised.
Dimensions
Interface with:
Customers
Government Authorities (e.g. Local and UK Immigration, Police, Health, CAA, MND, Embassies).
Suppliers (e.g. GHA, GSA, Caterers, Refuellers).
Internal BA departments’ (e.g. Safety, Security and Finance Auditors, ICS, Ops Control, Commercial, Crew)
Principal Accountabilities
Customer Service Duties
- Manage GHA delivery on a daily basis according to BA procedures / standards and in accordance with the GHA contract and SLA
- Be cognisant of and routinely promote the security processes for each step in the customer experience. Act as security coordinator by ensuring the correct practices are used for the duration of the BA turnaround. Be alert to potential security threats and risks and instigate the appropriate course of action when security has or is being compromised.
- Support Customer Service team by checking tickets, passports and visas for any irregularities, validity and fraud. Accountable for ensuring immigration fines are not incurred
- Effectively deal with upgrades / downgrades and Denied Boarding Passengers. Manage compensation payments and documentation
- Manage customer service exception handling, e.g. excess baggage payments, waivers and ad hoc handling decisions. Proactively solve difficult CS situations, e.g. delays, baggage issues and conflict resolution.
- Establish and maintain good working relationships with customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff.
- Responsible for ensuring that mandatory AAA Baggage reconciliation procedures are followed without exception and that required paperwork is completed prior to aircraft pushback. In cases of discrepancy, take the necessary and immediate action to prevent aircraft departure.
- Liaise with both internal & external customers
- Responsible for supporting the CSM in the delivery of station contingency plans such as but not limited to EP, BCP and Station Delay & Disruption plans. Responsible for officiating as the Senior Station Reporting Official in the absence of the CSM.
Ramp Duties
- Manage operational activities during BA aircraft turnarounds including both internal and external agencies such as loading, fuelling, aircraft servicing etc. Anticipate, circumvent or manage any disruptions to these events. Provide timely communications to the BA team, Crew, CLC and Ops Control.
- Drive activity sequence to meet the station Precision Time Schedule. Proactively prompt and challenge suppliers to deliver within the agreed engagement times.
- Negotiate and coordinate between teams, departments and suppliers to optimise sequential performance and punctuality.
- Understand, interpret and prioritise operational, safety and performance standards. Ensure the turnaround activities are in compliance with corporate safety, security and operational procedures and are delivered according to SLA’s, local authority regulations and GHA contracts.
- Be cognisant of and routinely promote the safety processes for each servicing task. Act as safety coordinator by ensuring safe and secure practices are used for the duration of the BA turnaround. This includes, but is not limited to, ramp activities, liaison with crews, engineering and fuelling companies etc. Be alert to potential safety hazards and instigate the appropriate course of action when safety has or is being compromised.
- ‘Own’ the stand pre arrival through to post departure ensuring stand facilities are operative, equipment safely positioned before arrival, during aircraft engagement and pre departure. Check for FOD, PPE, Fire Extinguishers and that the ground vehicles and equipment are fit for service.
- Be responsible for the handing aircraft documentation to crews, including flight plans, met folders, load sheets etc. Conduct mandatory checks to ensure the documentation is for the correct flight, date and aircraft.
- Accept flight critical information from the crews, such as fuel figures and pass to appropriate agencies, such as CLC Hubs or fuelling contractors.
- Conduct periodic risk assessments as per the station risk assessment calendar and formulate a corrective action plan linked to the same
- Deputise as Shift Leader and therefore incident Reporting Official in the absence of a Duty ADM.
Core Experience, Skills & Capability Matrix
Skills (practised capability/behaviour)
- Customer focused with excellent customer service skills and a problem solving attitude
- Ability to work under extreme pressure and in a crisis.
- Focused on delivery
- Team motivation skills
- Clear, effective communication skills
- Culturally aware
- PC literate with knowledge of Word/Excel/DCS/Amadeus/BASICS/Compcard/WTS.
- Strong influencing skills
- Able to handle objections and take commercially sound decisions under pressure.
- Be able to work under minimal supervision within defined guidelines.
Essential Qualifications (Academic/vocational)
- Minimum 2 years experience of airport operations and passenger interface.
Experience (On the job)
- Customer service and operations
- BA network, policies and procedures
- Immigration documentation
- Basic aircraft awareness
Expertise (Specialist knowledge)
- Operational background specifically covering safety, security, compliance and TRC duties
- Exposure to customer facing operations, crisis management and disruption handling.
Last date of application - 1st August –09
Please send your application to: jobs@job-maldives.com
Passenger Service Manager.
