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Role Title: Duty Support Officer

Responsible to: Calum Burrows, Senior Airport Duty Manager

To support the Customer Experience team, we are looking to recruit a Duty Support Officer to join Leeds Bradford Airport, to assist in providing addition support to the terminal operation.

The main role of the Duty Support Officer (DSO) will be to support the Airport Duty Manager (ADM) with the operational needs of LBA. The DSO on shift will be the main contact for all day to day operational needs, escalating major findings to the ADM.

As the DSO role will mainly consist of being in and around the terminal, it is imperative that the DSO prioritises the customer journey through LBA. The DSO will be the ‘eyes & ears’ of the terminal, ensuring the customer experience is maintained at a high standard and improvements made where necessary. The business has a high drive on customer experience and the face to face communication with passengers will be led and delivered by the DSO Team, ensuring that members of the team are based at key areas within the terminal delivering high customer service to all passengers.

Throughout a day’s operation the DSO will be based in the terminal operation, conducting regular checks on all areas of the terminal. Whilst the priority of the role will be the face to face communication with passengers, the appearance of the terminal is also a high priority of the business, ensuring all passengers experience the best journey through LBA as possible. The DSO Team will be responsible for ensuing all areas of the terminal remain fully operational, ensuring the safety, security and experience for all passengers remain at a high standard.

Main Responsibilities

• Stand/Gate changes belt allocations for the day, checking at regular intervals throughout the day to ensure that any changes to the schedule do not impact operations – liaising with AOU if any issues are encountered.

• Responsible for overseeing outbound operation, ensuring Swissport/ Jet2 are complying with LBA gate/lane procedures.

• Liaising with Swissport Supervisors & Jet2 Supervisors for all gate changes.

• Responsible for overseeing inbound operation, ensuring Swissport/ Jet2 are complying with LBA arrivals procedures.

• Liaising with Swissport Supervisors & Jet2 Supervisors for all belt allocations.

• Management of landside Security queue in peak times.

• Manage baggage belt performance in Check-in Hall A / B, escalating any issues to ADM.

• Provide passenger wayfinding/ queue management & customer service support for any queues encountered.

• Responsible for conducting all terminal audits, logging any issues on Centrik.

• Responsible for conducting weekly terminal fire audit, logging any issues on Centrik.

• Continuous terminal audits, ensuring all areas of the business are operational- Terminal Ops, Commercial offering & performance, Cleaning standards and Maintenance of the building.

• On downtime, responsible for responding to customer emails.

• Responsible for logging and managing lost property.

Person Specification

• Fluent English language capability, both written and spoken is essential.

• Excellent customer service skills.

• Confident and diligent approach to customer service.

• Exceptional personal drive and motivation.

• Attention to detail and the ability to work in a busy environment.

• Smart appearance.

• Good timekeeping and punctuality.

• Excellent communication with Customers, Airlines, Handling Agents and business partners.

• Effective problem solver, relating to customers.

• Strong team player.

Due to security checks required for this role, all candidates will be subject to a basic criminal record check and must be able to provide a continuous five year checkable work history with verified gaps in employment. Full details and dates of all periods of employment/unemployment/education must be provided for the previous five years.

If you are interested in applying for this role, please forward your CV and Covering Letter to [email protected].

Closing date for all applications is 17:00, Friday 19th May 2023.