Emirates Group

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Airport Services Officer, within the Baggage Services team and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a Airport Services Officer for the Baggage Services Unit, your role is to plan, organise and control all aspects related to passengers and baggage handling on a shift basis. This is in order to deliver quality service, consistent with the Emirates Service Standards, ensuring that the passenger and baggage handling practices conform to the safety and security standards set by International Civil Aviation Organisation (ICAO) and Local Airport Authorities. Manage and control manpower resources on a shift basis, in order to optimise utilisation (save costs), and to maintain staff morale and discipline.

In this role, you will:

• Conduct audits on baggage claims to ensure that passenger claims are settled as per Emirates Policy. Co-ordinates with Central Baggage Tracing & Customer Affairs & Service Audit Department on important & urgent matters.
• Enforces the Industry regulations on baggage handling as per IATA & Airlines requirements.
• Monitor, control & regulate the Baggage Stores to ensure that efficient storage procedures are followed and there is maximum utilisation of both storage space & manpower, also motivate the staff to trace baggage , support network and ensure the number of unclaimed baggage are reduced.
• Monitor existing Baggage Services procedures, prepare monthly statistics, identify trends and make recommendations to Baggage Services Manager.
• Conceives practical and cost effective ideas in order to solve complex problems which will improve the airport services network baggage handling product in terms of service delivery to our customers, so that complaints about mishandled baggage are minimised.
• Produces and issues baggage tracing procedures and bulletins in accordance with changes in the company policy, IATA recommendations and the Industry practice in such a way that all staff members and Ground Handling Agents can clearly understand them so that the level of customer service is kept to a consistently high level
• Takes immediate and direct corrective action with any station which is not following agreed and published mishandled baggage tracing procedures. In cooperation with the regional MGS&C ensures that adverse trends are discontinued, consult with the Customer Affairs & Service Audit and Security & Training departments should the matter appear to be ongoing.
• Check World Tracer system on a daily basis for up to date information regarding new system developments and enhancements, then advises network stations to implement them after analysing the information so that stations are operating in a competitive and cost effective manner. Communicates frequently with other airlines Baggage Tracing offices, so that any pending issues are resolved expeditiously.
• Prepare an annual IATA baggage mishandling and cost summary in order to measure the effectiveness of current and future online/interline baggage improvement programs.
• Prepares and presents monthly and other periodical statistics and reports on network mishandled, pilfered and damaged baggage performance and distribution to all stations, in order to improve awareness at individual station level so that adverse trends are identified and corrective actions are taken either locally or by Head Office.
• Participate in plans for the new stations start-up and changes in existing Ground Handling Agents, liaises with Training, Handling Agents, SITA's World Tracer Support Desk at Atlanta and newly appointed Emirates Station Representative to ensure that the mishandled Baggage handling and Tracing operation commences smoothly and that the requires stationery, forms and the manual copies are requisitioned in readiness for despatch to new stations
• In coordination with Training Department, creates well planned training courses for baggage tracing and claims which are used to train new staff. Attends some of the courses to supervise and evaluate training process to obtain feedback. Will occasionally visit outstations to brief EK and GHA staff on new procedures.
• Monitors all baggage tracing files received before sending them to CASA for final settlement to ensure that files are investigated thoroughly and appropriate action is taken.

Qualification

To be considered for this role, you must meet the below requirements:

• 5 Year experience out of which 3 in airport operations. 
• Working knowledge of EK Baggage handling procedures and systems (EBC, WT, BRS, BHS & DCS)
• Educated to O level (or equivalent)
• Valid UAE light motor driving license

You will have an edge if you have:

• Working knowledge of EK claims procedures, baggage handling procedures and systems.
• Leadership foundation programme certificate

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.