Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.
But at the heart of our business is our people.
Role Purpose
The Service Desk Operator is responsible for coordinating and monitoring airline flight operations to ensure safe,
efficient and on-time departures. Acting as the central point of contact between airline representatives, operational
teams and airport stakeholders, the role supports flight check-in activities, operational compliance and service
delivery standards.
What You Will Be Doing
- Coordinate and oversee flight check-in operations, ensuring all activities are conducted in accordance with airline client requirements, operational procedures and service standards.
- Manage flight processing through the Departure Control System (DCS), including flight set-up, passenger processing, reservation management, seat allocation, upgrades and flight closure activities.
- Lead operational communication and stakeholder coordination with airline representatives, airport teams, baggage services and frontline staff to support safe, efficient and on-time departures.
- Deliver exceptional customer service and resolve operational issues, including managing passenger enquiries, service disruptions and irregular situations in a professional and customer-focused manner.
- Maintain accurate reporting, reconciliation and compliance activities, ensuring flight documentation, operational reports, e-ticket reconciliation and passenger records are completed in accordance with airline, company and regulatory requirements.
Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information
Safety, Security, Wellbeing and Compliance:
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
Please see the attached job description for further details on safety, security, wellbeing & compliance.
What We Are Looking For
- Demonstrated airline passenger service experience, including a minimum of 12 months' airline check-in experience, with previous experience supporting airline clients highly regarded.
- Operational knowledge and technical proficiency, including current competency in Departure Control Systems (DCS), strong understanding of passenger handling, boarding, baggage processes and proficiency in airline operational systems and Microsoft Office applications.
- Leadership and coordination skills, with demonstrated experience supervising check-in staff, coordinating workforce deployment and supporting operational requirements in a fast-paced airport environment.
- Strong communication, customer service and problem-solving abilities, with the capacity to engage effectively with passengers, airline representatives and stakeholders, resolve issues professionally and make sound decisions under pressure.
- Professionalism, attention to detail and flexibility, including exceptional organisational skills, accurate documentation and reporting capabilities, professional presentation and the ability to work rotating shifts, weekends, public holidays and irregular hours as required.
Diversity
Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.
As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.
Application Instructions
Is this role ticking all the boxes for you? If so, please click apply now!
