We are “Winning Ways” through our best-in-class team of dedicated, passionate, and highly trained aviation professionals. We have been awarded “Ground Handler of the Year” for seven consecutive years and are committed to our Vision of being the world’s most admired air services provider. Led from our Global Headquarters in Dubai and with international and domestic operations spanning six continents, our Mission is to deliver the promises our customers make.
If you’re looking for a highly rewarding career in aviation services, you’re looking for dnata! dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 129 airports. Offering ground handling cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.
dnata Erbil are looking for enthusiastic, dedicated and qualified team member to join our Customer Service Team.
A successful Customer Service Team Leader will be responsible for leading a team that handles the passenger related processes and customer agents on shift for a particular airline including check-in and boarding to facilitate passenger movement into and out of the aircraft in a safe and efficient manner in line with the airline standards and instructions
Responsibilities
- Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards
- Meets with Agents before the task to brief and coach them on their responsibilities on the day of operations to include (lost & Found, check-in, boarding and transfer) to ensure that staff are aware of what is expected in line with the SLAs and dnata’s standards
- Ensures that check-in counters are ready to ensure smooth and on-time check-in process through actively performing queue combing, identifying and screening passengers with potential issues before reaching the check-in desk
- Handles the opening and closing of the check-in counters in alignment with the flight status and the boarding activities to ensure on-time flight departure
- Ensures that the flights have been properly closed after the check-in is finished and all the messages have been sent accurately to the airline
- Leads and handles the boarding gates in line with the turnaround aircraft activities to ensure safe on-time departure of the flight
- Monitors and ensures that the agreed service requirements for the concerned airlines are effectively implemented (boarding sequence, hand baggage collection)
- Controls activities at the boarding gate and ensures accurate re-conciliation of the boarding pass with manifest and passenger boarding figures and provide ‘Boarding over’ clearance to the appropriate Supervisor.
- Implements the airline specific boarding and announcement procedures in order to have smooth boarding process
- Updates the screens at the gate on flight details to ensure that passengers are informed and updated
- Communicates passenger load-off or no show promptly to the appropriate Supervisor to ensure the required arrangements are carried out in a smooth, safe and efficient manner (offload of baggage, update of load sheet)
- Reviews the numbers of passengers boarded to ensure reconciliation of boarded passengers against manifest
- Communicates with crew to determine any special need, fuel docket and handover flight plan and ensure that the relevant information is updated (aircraft registration)
- Conducts safety briefings regularly at the beginning of the shift to ensure that all safety standards are known and adhered to.
- Ensures that operating procedures are followed, and safe working practices are strictly adhered to.
- Responsible for the health and safety duty of care at the workplace.
- Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.
- Cooperate with your employer when they require something to be done for health and safety at the workplace
Job Specific Requirements
- Bachelor’s degree or Diploma holder in a related field
- 3-5 years of experience in Airport Operations
- Proficient knowledge in Airport Operations either with a ground handler or major airline
