Customer Service Supervisor

2 weeks ago


Dubai, Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose:

To supervise a safe and secure passenger services operations on shift at DWC, this includes flight preparation, execution of effective check-in, special handling, mishandled baggage (MHB), transfers and boarding process, providing the highest level of quality service to dnata customers in line with regulatory standards.

Job Outline

Generic Accountabilities

  • Ensures that the checkin counters and boarding gates are opened/closed on time and operate efficiently, screens flights and identifies key concerns ensuring that the relevant stakeholders are informed and updated.
  • Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Manager or Service Delivery Manager
  • Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures, escalates behavioural and procedural matters to the Service Delivery Manager.
  • Delivers safety briefings and conducts observations as directed by Department Management while intervening when there is risk exposure, following up on corrective actions.
  • Supports all internal and external audits by ensuring all employees are aware of the company policies procedures and agreed service standards
  • Coaches employees on the required skills, knowledge and behaviours to work safely.
  • Provide support, direction and acts as a role model for the desired safety behaviours while fostering a just culture approach.
  • Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
  • Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team fully equipped handle the situation.
  • Identifies any nonconformance and discrepancies in processes and ensures that the appropriate corrective actions are implemented in line with regulations and SLAs.
  • Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery.
  • Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management.

Specific Accountabilities

  • Overseas all sign off and ensures governance on all cash transaction at cashiering within the authority limits
  • Develops relationships with all Government and key stakeholders to effectively manage Inadmissible passengers (INADS) and ensures that dnata interest is protected at all times.
  • Effectively controls the Passenger with Restricted mobility (PRM )and Mishandled Baggage (MHB) units on shift to ensure the timely and efficient customers services is provided at all times.
  • Supports the management in all diversion handling situation, reports to incident room once activated and coordinates with relevant stakeholders to ensure passenger welfare and onwards connections issues are effectively managed.
  • Qualifications & Experience: Bachelor's degree OR a Diploma in passenger services operations

Experience

  • Degree: 46 years of experience in in ground handling
  • Diploma: 6 to 8 years of experience in ground handling.

Knowledge and Skills

  • Advanced understanding of airline customer service product (specific airport related requirements).
  • Advanced understanding of the aviation terminology.
  • Advanced understanding of the usage of Departure Control System.
  • Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance.
  • Proficient IT and Computer Literacy


English Language Skills
  • Level
  • Mandatory and Regulatory courses in line with dnata Learning Path.(Line Manager to mention the details while advertising for the role)
- dnata leadership skills

  • Proficient Communication Skills


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