Customer Service Supervisor

at  The Emirates Group

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 check-in 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 non-conformance 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: 4-6 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 5
• 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

Please refer the Job description for details