Special Project, Training & Quality Coordinator at FlySafair

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.