Special Project, Training

2 weeks ago

Durban, South Africa FlySafair Full time

KwaZulu Natal, Durban
- (Market related)

Flysafair requires the service of a
**AIRPORTS: SPECIAL PROJECTS, TRAINING AND QUALITY**
**COORDINATOR** that will report to the Manager: National Airports and be based in Durban

RESPONSIBILITIES:

- Ensure all airports are operating within the policies and procedures set out in the Passenger Services Manuals. Assist with updates of the PSM and procedures;
- Assistance with training to ground handler staff and monitoring standard improvement by mentoring and coaching;
- Training to call centre and airport ticket sales agents, customer services related and telephone etiquette, any changes in the FlySafair terms and conditions and Passenger Services manual;
- Monitor and schedule of initial and recurrent training for all airport stations and call centre staff;
- Monthly station visit and to provide feedback on service quality;
- Station start up monitoring, implementation and follow ups;
- Quality Audits with regards to passenger services and ensure all corrective actions are implemented, also to ensure that the ground handler staff are operating within their standard operating procedures;
- Attend Swissport/Lanseria monthly meetings and all other meeting as per the Management request;
- Service provider management and measurement;
- NPS Analysis: formulate weekly statistic for all departments e.g. crew, airports, call centre, I.T, etc.;
- On-the-job Mentoring and coaching staff (service provider & FlySafair);
- During peak seasons: assist Airport Manager to oversee operations;
- Assist in “Flight Delay” management;
- Ensure service providers complies with procedures in place;
- Analyse incident report to improve operations;
- Recommend disciplinary action to the service providers for non-compliance;
- Any other duties as assigned by management from time to time;
- Provide leadership to Supervisors and staff;
- Manage the performance of staff;
- Stand in for Airport Manager in absence;
- Continuous improvement on quality.

PERSONAL ATTRIBUTES:

- Strong leadership skills;
- Planning, organizational and time management skills;
- Able to prioritize;
- Function as a member of a team;
- Able to communicate clearly and effectively at all levels;
- Meet deadlines and function effectively under short time constraints;
- Maintain composure and professionalism during possible conflict situations;
- Able to work under pressure.

**REQUIREMENTS**:

- Matric (schooling);
- Diploma or higher tertiary education (Tertiary);
- Computer Literacy;
- Interpersonal Skills;
- Customer Service orientated;
- Organizational/Administrative skills;
- Human Relations Skills;
- Ability to handle pressure;
- Product knowledge;
- Airline System Knowledge;
- Must have at least 3 years’ passenger services duty manager experience.

**APPLICATION GUIDELINE***:

- FlySafair reserves the right
- Not to proceed with this vacancy
- Reference number - JHB000734

**Preference will be given to members of under-represented designated groups.**
- For more information please contact:

- Nomsa Qobose

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