Job Title: Senior Dispatch Agent (Operations)

Company: Swissport

Location: Belfast City Airport

Contract Type: Full Time

Hours: 37.5 hours per week, between Monday – Sunday (shift work)

Salary: TBC

About the Company:

Swissport is an award winning, leading provider of ground and air cargo services, dedicated to delivering efficient and reliable solutions to airlines and airports worldwide.

About the Role:

To motivate, engage and inspire staff to deliver the best possible service as well as maintain excellent relationships with customers and authorities.

The following responsibilities are associated with this job role:

• Supervise/allocate tasks including reporting absences and overtime.
• Plan and deploy resources to ensure customer and operational requirements are met
• Develop an open feedback culture by managing the performance of employees and ensure workplace standards are maintained
• Ensure compliance with all Swissport corporate safety and security procedures in order to meet/exceed regulatory standards deliver the desired customer service experience
• Maintain up-to-date manuals and documentation
• Build and maintain relationships with customers and airport authorities
• Encourage consistency and collaboration by ensuring clear communication at all levels. This will include staff briefings, shift handover meetings, 121’s and completion of relevant reports
• Ensure compliance with Swissports SOPs and policies
• Ensure maximum efficiency in the operation/turnround of inbound and outbound flights
• Resolve conflict and irregularities and take appropriate action
• Responsible for maintenance of assigned equipment and materials
• Contribute/assist with local emergency plans
• Other duties as assigned

Qualifications and Competencies

• A minimum of three GCSE’s or equivalent

• Flexible to work a variety of shifts (days, evening, nights, weekends, and public holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Ability to follow processes and procedures and apply flexible approach when required
• Willingness to work in inclement weather

• Excellent communication skills (written and verbal) 

• Able to work as part of a team in a challenging environment
• Proficient in computer skills and able to learn Swissport and airport systems
• Previous experience working in an aviation environment desirable

• Commitment to good customer service and continuous improvement 
• Self motivated and able to inspire others, with demonstrable experience leading teams 
• Excellent organisational and planning skills
• A full driving licence
• Ability to speak additional languages desirable

Career Progression

• Satisfactory completion of 3 years continuous service (typically)
• Attainment of competency in all basic, intermediate and advanced tasks and duties
• Understanding and acceptance of the requirement to undertake additional duties and responsibilities associated with the seniority of this role
• Further progression / promotion - subject to successful application to job vacancies arising

KEY PERFORMANCE INDICATORS

• Agreed customer standards for the provision of operations will be maintained within budget/forecast labour cost targets.
• Lateness and absenteeism and staff turnover actively managed within agreed local limits.
• Uniform standards and presentation consistently maintained in line with Company policy.
• Maintenance of good customer and employee relations, disciplinary issues and level of complaints attributed to the shift.
• Consistent accuracy and completeness of paperwork within time scales and standards set by local management.
• Completion of Operations audits and follow-up to be completed every winter and summer season.
• Completion of formal staff appraisals, for all staff.

Tasks & Activities

All tasks and activities up to and including Grade O3 plus the following additional mandatory

responsibilities:

• Allocate tasks to team members
• Complete Full Weight & Balance Process
• Complete Load Instruction (LI) Report
• Ensure compliance with all Operating Procedures (Including Station Safety Rules)
• Ensure compliance with all Uniform & PPE requirements
• Ensure effective communications with team members via Team Briefings etc.
• Issue Employee Recognition Notices as appropriate
• Process Meal & Transport Orders (MATO)
• Supervise All Operations for which the job holder is responsible
• Supervise Emergency Procedures
• "On-the-job" guidance / coaching / mentoring & assessment of staff
• Satisfactorily completed Supervisory Skills Course or Competent Supervisory Skills         
• Stand in for Supervisor as required (on an ad hoc / short term basis)
• Any other tasks and activities deemed appropriate for the Grade 

[NOTE: Details contained in this job description are not exhaustive or intended to restrict the scope of the job but define minimum expectation in the position and may vary depending on location and local customer requirements and/or custom and practice]

Benefits:

• Access to Employee Assistance Programme and wellness initiatives.
• Comprehensive training and development programmes.
• Free onsite parking whilst at work
• Retirement savings plan with employer contributions.
• Career advancement opportunities within the aviation industry.

Join Swissport and become part of a dynamic team dedicated to delivering excellence in customer service and aviation operations.

Swissport is an equal opportunity employer committed to diversity and inclusion in the workplace.