We have multiple positions available for candidates skilled in Airport/Terminal Operations and Customer Experience! Please apply to register your interest with us. Permanent, fixed-term, full-time/part-time opportunities available. The Airport Operations Specialist is responsible for ensuring operational excellence across various touchpoints within the terminals. This role coordinates communications, resource management, and customer experience efforts to maintain a safe, efficient, and customer-friendly airport environment. The role involves real-time operational planning, incident management, and stakeholder engagement to align with Melbourne Airport's vision.
Key deliverables include maintaining terminal standards, facilitating smooth traveller experiences, and supporting emergency and operational responses.
Key responsibilities: The role's duties and accountabilities include, but are not limited to:
Operational Resource Management: Asset Allocation: Manage airport assets like aircraft parking, baggage carousels, and check-in counters for optimal use and minimal disruptions.Plan Modification: Adjust operational plans in real-time for off-schedule aircraft to minimise traveller impacts.Record Maintenance: Document asset impacts such as faults or incidents in relevant systems.Service Provider Alignment: Ensure key service providers' objectives align with targeted outcomes for better operational efficiency.Communications: Information Dissemination: Central communication point for stakeholders, ensuring accurate and timely information during normal operations and emergencies.System Management: Maintain communication systems including D365, CCTV, and SMS.Public Interaction: Make passenger announcements, handle after-hours calls, and convey information clearly.Consultation: Collaborate with the Airport Duty Manager and senior staff on complex matters.Customer Experience and Facilitation: Compliance and Standards: Ensure compliance with airport standards by airlines and ground handlers, addressing deviations promptly.Stakeholder Engagement: Primary contact for airline and ground handler escalations, fostering positive relationships through proactive communication.Service Level Monitoring: Monitor and maintain high service levels across the passenger journey.Incident Response: Manage service failures, ensuring timely resolution and minimal impact on passengers.Reporting & Situational Awareness: Data Recording: Accurately record operational data and incident details in the Airport Management System.Reporting: Compile and distribute daily operational reports.Situational Awareness: Maintain situational awareness and facilitate outbound messaging on safety and operational matters.Consequence Assessment and Escalation: Emergency Response: Act as Deputy Chief Fire Warden, responding to fire alarms and other emergencies.Incident Management: Handle incidents involving medical emergencies, security threats, and other hazards.Escalation: Escalate significant issues to the Airport Duty Manager and follow the Consequence Assessment Guide.The successful candidate will have: Experience in airport operations or a similar environment, typically 5+ years.Relevant qualifications in Aviation, Airport Management, or a related field advantageous.Strong communication, coordination, and problem-solving skills.High-level skills in customer/passenger experience.Familiarity with Microsoft suite of programs and airport management systems.Ability to manage high-pressure situations and make quick, effective decisions.Background in supporting continuous improvement and business improvement initiatives.We understand that not everyone will feel they meet all of these 100%. However, if you feel you have the attitude and aptitude to grow within our team, we invite you to apply and have a conversation with us about this position. About the Company: Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace. We are committed to creating connections that matter and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming Australia's favourite Airport destination.
Culture and Values: By joining the team at Melbourne Airport, you will work within a friendly, high-performance culture with a focus on our people and their development.
Benefits: Free access to Higher State, our state-of-the-art Fitness Club & Wellness Hub at Novotel & ibis Styles Airport hotel.Airport car parking 24 hours/365 days a year for both business and personal use.Hybrid flexible working arrangements.Airport Holiday, an additional day of leave.Wellness Day, a further additional day of leave.Discounted onsite childcare at Creative Garden Early Learning.Mental health and well-being initiatives, including Employee Assistance Program (EAP).Long-term career and professional development opportunities.Active social culture and participation in a range of social impact days and activities.Access to an employee benefits scheme including access to corporate rates and airport retailer discounts (including SkyBus).APAC is committed to weaving Diversity into our DNA. We believe that Diversity and Inclusion will help us realise our greatest potential as a company, and maximise the potential of all our team members. APAC provides equal opportunity and advancement in employment regardless of gender, age, sexual orientation, race, ethnicity, cultural background, caring responsibilities, disability or socioeconomic background. We encourage applications from candidates of all backgrounds who share our workplace values of Being You, Thinking Big, Owning It and Working Together.
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