Emirates Group

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 Crew Connect Services Coordinator 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 Crew Connect Services Coordinator, you will be responsible for delivering high quality, timely and customer centric service to internal customers. To act as the first point of contact for the Cabin Crew (CC), Crew Performance Management and associated stakeholders, to ensure that information, action and assistance provided comply with the company policy, standard and procedure. To supervise a team by proving first level and immediate support to deliver excellent customer service.

In this role, you will: 

• Coordinating office activities and operations to secure efficiency and compliance to company policies
• The job holder will be responsible for providing support to the management team for events, assessments, training, forums for crew engagement. e.g. venue bookings, sending invitations, support in designing program etc. This also includes supporting Crew Administration Team and managing Office Duty Maternity and Unpaid Maternity Leave administrative process. 
• Provide first level leadership support to the team on the day to day operations and provide regular updates to the Officer/Line Manager on the day to day operations.
• Make recommendations to enhance and improve existing standard policy, guidelines and procedure based on common queries from Cabin Crew Management and the Crew Community to ensure a high service quality is maintained.
• Maintain a detailed and qualitative record, update and capture every interaction with the crew on various crew systems, to ensure that the Cabin Crew management team have relevant supporting documents to enable a thorough investigation.
• Maintain up to date knowledge of related information, Employee Regulations and departmental work practices so that prompt accurate services can be provided.
• Work closely with relevant departments and maintain a positive relationship when dealing with stakeholders i.e. Crew Operations, HR, Rostering, Training, Accommodation etc... to ensure queries are answered and addressed within the service level agreements.
• Manage a large volume of service requests (i.e. calls, emails and walk-in?s) within a 24/7 shift, in a timely and effective manner and in line with set procedures and timeline. 
• Disseminate correspondence as required, respond to crew queries and escalate crew queries to applicable departments and alternative support channels, ensuring resolution of queries and follow up.
• Manage crew process for Emergency Leave, Late and Offloaded, absenteeism etc., maintain an accurate record and secure handling procedure, update roster and ensure supporting documents are updated in the relevant systems.

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

• 4+ years in a general administration environment, ideally in a large working group.
• Thorough understanding of cabin crew policies, procedures and practice.
• Excellent verbal and written communication skills
• Strong customer service orientation
• Good understanding of related/support departments
• Generate and comprehend data and reports

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!

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.