dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development!
We are looking for someone to join our Passenger Services team, as a Team Leader. If this role sounds like an opportunity for you, keep reading!

OVERALL PURPOSE OF THE POSITION:

The Passenger Services Team Leader is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service, meeting and exceeding the company and clients’ expectation.
The Team Leader will manage the day to day activities and business issues including all duties associated with controlling a given flight. This will incorporate dealing with competing stakeholder priorities.

KEY RESPONSIBILITIES OF THE ROLE INCLUDE, BUT NOT LIMITED TO:

• Deliver customer centric Passenger Services by organising, coordinating and performing across all work areas during an operational shift
• Manage on-the-job team coaching/training and performance feedback to achieve high levels of performance and service excellence
• Ensure the efficient and effective allocations of resources to deliver operational requirements and meet Service Level Agreements
• Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements, industry standards, legislation and dnata Airport Services Policy and Procedure.
• Coordinating Service Delivery Agents and passengers
• During disrupted or delayed services
• That require special assistance
• In wheelchairs to and from aircraft
• Ensure compliance with OH & S Regulations and Company OH & S Policies to ensure safety of passengers and other employees; reinforcing a positive safety culture within the team focused on awareness and vigilance
• To report any incidents immediately and maintain awareness and obligations involved in reporting incidents
• Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines
• Build strong working relationships with all dnata Airport Services staff and client airline employees / delegates
• Represent dnata Airport Services in a professional manner ensuring total retention of customer contract and an exceptional level of support and customer satisfaction
• Promote and manage a positive company image (including grooming, behaviours and service)
• Comply with dnata Standard Operating Procedures and Policies
• Liaise professionally with internal and external clients and stakeholders
• Follow direction during shift to achieve required timely aircraft scheduled departure (100% Safe On Time Performance)