Emirates Group

Job Purpose

As a Customer Services Team Leader you will supervise the passenger related processes including: check-in, boarding and transfer desks to facilitate passenger movement into and out of the aircraft in a safe and efficient manner in line with the airline standards and instructions

In this role, you will:

• Deploy
  • Ensures all required resources are assigned on flights according to the passenger profiles and the SLAs to maintain and enhance passengers satisfaction and safe operation
• Lead
  • Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction , being a role model for the desired safety behaviours and leading with safety
  • Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions
  • Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards
  • Leads team of staff on the day of operations, who are undertaking customer services related activities to handle in-coming and outgoing flights as allocated
  • Meets with Agents before the shift to brief and coach them on their responsibilities on the day of operations to include (check-in, boarding and transfer) to ensure that staff are aware of what is expected in lin with the SLAs and dnata standards
  • Communicates with airline personnel to ensure all requirements are met as per the agreed SLAs and dnata standards
  • Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
  • Implements departmental policies, processes, procedures and provides instructions to the team on the day of operations
  • Implements day-to-day operations assigned and ensures compliance with the established standards and procedures
  • Scans the flights on the shift to deal with flight allocations, special requests and off-loading of passengers to ensure on-time flight departure and enhanced passenger satisfaction
  • Coordinates between team, airline and concerned departments in case of any disruption or irregularity to mitigate any impact on customer and operations
  • Solves any related customer issues during check-in, boarding or transfer and ensures the process is in line with the airlines and dnata standards
• Execute
  • Check-in: 
    • Ensures that check-in counters are ready to ensure smooth and on-time check-in process through actively performing queue combing, identifying and screening passengers with potential issues before reaching the check-in desk
    • Handles the opening and closing of the check-in counters in alignment with the flight status and the boarding activities to ensure on-time flight departure
    • Communicates with the Flight Management Unit (FMU) to ensure the required information and updates with regards to special action plan for handling flight is transferred
  • Detention Centre Check-in:
    • Maintains close coordination with police authorities and airlines for smooth facilitation and check-in of DEPCO passengers
  • Boarding:
    • Supervises and handles the boarding gates in line with the turnaround aircraft activities to ensure safe on-time departure of the flight
    • Monitors and ensures that the agreed service requirements for the concerned airlines are effectively implemented (boarding sequence, hand baggage collection)
    • Controls activities at the boarding gate and ensures accurate re-conciliation of the boarding pass with manifest and passenger boarding figures and provide Boarding over clearance to the Aircraft Loading Supervisor.
    • Implements the airline specific boarding and announcement procedures in order to have smooth boarding process
    • Updates the screens at the gate on flight details to ensure that passengers are informed and updated
    • Communicates passenger load-off or no show promptly to the Aircraft Loading Supervisor to ensure the required arrangements are carried out in a smooth, safe and efficient manner (offload of baggage, update of load sheet)
    • Operates aircraft passenger loading bridges on both arriving and departing flights in line with the safety and operational procedures in order to safeguard the passenger aircraft against possible ground damage
    • Reviews the numbers of passengers boarded to ensure reconciliation of boarded passengers against manifest
    • Communicates with crew to determine any special need, fuel docket and handover flight plan and ensure that the relevant information is updated (aircraft registration)
  • Transfer:
    • Reviews and constantly checks Passenger Transfer Message (PTM) to address the short and miss connections in order to ensure smooth Passenger journey
    • Coordinates and regularly communicates with Airport Security to process and handle Deportees in line with the standards operating procedures
    • Takes the lead in the event of flight disruptions after check-in is complete and organises passengers clearance through immigration when required
  • Mishandled Baggage:
    • Follows up and reviews airline files, billing statements and emails received to resolve baggage claims on behalf of the airlines
  • Flight Management Unit
    • Ensures that all flights are opened by using the (Route Capacity Control Advice) RCCA with the defined configuration and registration and are edited as per airline procedures
    • Coordinates with IT in case of any system outage to identify the cause and duration of any outage
    • Advises all departments regarding any system outages to ensure the proper planning is conducted
    • Ensures the team understands and executes the task as per standard work instructions and documented exceptions for respective airlines and systems.

Qualification

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

• High School with a Certificate OR Diploma in a Business Administration / Aviation field
• High School with a certificate: 4-6 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).
• Diploma Holder: 2-4 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).
• It is desirable to be a certified First-Aider or Fire-Warden.
• Thorough understanding of airlines customer service product (specific airport related requirements).
• Basic understanding of the flight operations terminology.
• understanding of the usage of Departure Control System
• Proficient understanding of ICAO Conditions of Carriage and Local / International regulations pertaining to passenger and baggage acceptance.
• Proficient understanding of Local / International, aviation safety and security requirements.
• Proficient IT and Computer Literacy
• English Language Skills Level 5
• Supervisory Skills People management / conflict resolution skills.
• Proficient Safety Awareness Skills
• Proficient Planning and Organizing Skills
• Proficient Communication Skills
• Boarding Specific Knowledge Requirement:
• Basic understanding of the Turnaround Process.
• Ability to safely operate Passenger Loading Bridge (PLB). Certification required.

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

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.