Job Description

Manage and ensure a safe, efficient, cost effective and timely airport shift operations so that Emirates' image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures. In liaison with the Airport Services Manager ensure that appropriate action is taken for providing prompt service to Emirates passengers to maintain, and where required, to restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, OTPs and EKAS KPIS are achieved in line with the company standards.

 Job Outline:

• Assist the Airport Services Manager (MAS) to manage and ensure a safe, efficient and timely airport operation at Heathrow Airport to ensure that EK’s image, reputation and customer service levels are maintained and enhanced to the highest standards.
• Ensure that the service offered by the Ground Handling Agent is efficient, professional and of the highest possible standards and that flight punctuality is maintained without compromising safety or security.
• To be active in effective co-ordination with all internal and external departments such as the Handling Agent, other airlines and various authorities at the airport.
• Assist in managing and supervising staff on duty ensuring that the relevant areas of the operation are fully covered.
• Assume responsibility for running the Station when the Airport Services Manager is not on duty.
• Assist in the implementation and periodically review strategy to ensure that EK airport staff fulfils all procedures, standards and instructions as laid down by Airport Services.
• Ensure adequate measures are implemented and maintained in order to protect the safety and security of the whole operation including aircraft, passengers, cargo, baggage and all staff.
• Monitor all aspects of Heathrow operation and liaise with the management of Handling Agents and other service suppliers in order to identify problem areas and find solutions in order to achieve and maintain acceptable customer service standards.
• Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures for the reference of both EK staff and those of the Handling Agent.

Qualifications & Experience

• Educated up to degree level.
• Qualified to an advanced level in Passenger Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight & Balance.
• Experience at Managerial level in Airport Passenger handling/Operations.
• A strong awareness of Systems, especially DCS, Reservations/Ticketing and Baggage Tracing/ Reconciliation and Microsoft systems.
• Ability to communicate effectively (written & verbal) at all levels in English.
• Proven ability of leading motivating and developing staff.
• An appreciation of the concept of customer service for internal as well as external customers.
• Capable of working under pressure in an environment which requires a very high degree of initiative.
• Candidates must have the legal right to live and work in the UK. The Company will not assist with obtaining work permits.

Salary & Benefits

Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

Skills Required

• Airport Operations