Duty Officer - Manchester, UK

Overview

Royal Air Maroc requires a Duty Officer at Manchester Airport to manage Ground Handling operations thoroughly, ensuring strict alignment with contractual agreements, Service Level Agreements, and rigorous safety protocols. The role also demands adherence to occupational health and safety standards on Royal Air Maroc premises in accordance with institutional policies and the Health and Safety at Work program.

Key Responsibilities

• Oversee services delivered to Royal Air Maroc clients during all phases of the passenger experience, maintaining compliance with company quality standards.
• Maintain continuous supervision over handling procedures executed by assistance organizations at the station, ensuring strict compliance with quality, security, and safety benchmarks.
• Manage and monitor third-party assistance providers to uphold performance standards.
• Coordinate passenger assistance during disruptions including transport and accommodation arrangements.
• Act as Royal Air Maroc's representative with local authorities and station stakeholders.
• Communicate effectively with the Operations Control Center and related operational teams.
• Prepare detailed station activity reports and escalate passenger grievances for appropriate resolution.
• Supervise collection protocols for additional revenue streams such as excess baggage and upgrades at the station.
• Contribute proactively to enhancing Royal Air Maroc's brand reputation.
• Lead and motivate the ground handling team to heighten operational efficiency, service quality, and overall customer satisfaction.
• Ensure baggage Service Level Agreements are met to facilitate prompt dispute resolution, improving passenger experience.
• Provide immediate notifications on incidents and ongoing activities.

Candidate Profile

• Residency: Applicants must be residents of the United Kingdom and legally entitled to work there.
• Experience: A minimum of five years in the airline industry or with ground handling service providers, holding positions like Duty Officer, Supervisor, or Station Coordinator.
• Personal Attributes: Agile, energetic, and hands-on with a strong capacity to learn quickly and lead effectively.

Essential Skills

• Leadership excellence and robust team management capabilities.
• In-depth knowledge of airport procedures and regulatory compliance concerning safety and security.
• Strong customer service orientation and adeptness at managing complex scenarios calmly and efficiently.
• Ability to think analytically and make sound decisions under pressure.
• High organizational skills and operational discipline to streamline processes.
• Technical expertise in Load Control, aviation regulations, ground handling operations, and dangerous goods management.
• Fluency in English, both written and spoken, is compulsory for effective communication.