Trainer - Passenger Services

About the role

Swissport is seeking a seasoned, customer-oriented Passenger Services Trainer to join its Auckland Airport operation. The company is a major global aviation services provider supporting Ground Handling, Cargo Handling and Passenger Services for more than 300 million passengers each year. Its focus is on delivering tailored aviation solutions worldwide and improving the travel experience.

In this role, you will help build confident and capable frontline teams by delivering theory-based, practical and on-the-job learning for both new hires and current Passenger Services staff. Training will cover areas such as check-in, boarding, gate work, arrivals, baggage handling and disruption management, within the scope of your endorsements, qualifications and client-specific requirements.

The position is centred on delivering engaging, high-quality training that follows Swissport operating procedures, airline client expectations, airport rules, and safety, security and service standards. You will help employees gain the knowledge and confidence needed to perform passenger services safely, efficiently and professionally in a busy airport setting.

Key responsibilities

• Build a learning environment that is safe, welcoming and supportive so employees can grow in confidence and capability.
• Provide theory, practical and on-the-job instruction for new and existing Passenger Services team members.
• Run competency-based assessments, practical observations, buddy shifts, refresher sessions and revalidation activities.
• Train staff in relevant Passenger Services functions such as check-in, boarding, gate operations, arrivals, transfer handling, baggage services and customer recovery, subject to your approvals and endorsements.
• Coach employees on customer service expectations, communication, conflict handling, service recovery and professional behaviour.
• Help staff become confident with airline departure control systems, operational workflows and customer-service processes.
• Deliver learning that supports airline requirements, immigration and border procedures, dangerous goods awareness, security duties and airport processes where relevant.
• Support employees using eLearning tools and make sure the learning is understood and applied in day-to-day operations.
• Use adult-learning and facilitation techniques that suit different learning styles, experience levels and operational demands.
• Keep training engaging, collaborative and positive, while encouraging participation and continuous improvement.
• Maintain accurate training records, assessment files and related administration on time.
• Carry out Training Administration Reviews and Trainer/Training Quality Reviews to find ways to improve effectiveness and quality.
• Work with Passenger Services leaders and other operational stakeholders to ensure training meets current and future capability needs.
• Spot opportunities to enhance the learning experience for frontline teams and strengthen a culture that values learning, customer care and operational excellence.

Safety, security and compliance

• Ensure all training aligns with aviation, airport, airline client and Swissport policies, procedures and standards.
• Reinforce security, safety and passenger-processing requirements throughout every training activity.
• Keep a consistent focus on passenger safety, service quality, regulatory compliance and operational accuracy.
• Include Human Factors principles in training delivery and operational decision-making.
• Set the standard through your own behaviour in safety, security, customer service and compliance.
• Demonstrate the conduct expected of a workplace that values safety, integrity, inclusion, equality and fairness.
• Help maintain a zero-tolerance environment for bullying, discrimination, harassment and unsafe behaviour.

About your background

To succeed in this role, you should bring hands-on experience in Passenger Services, Customer Services, airline ground handling or a similar airport operations environment. You’ll also need a strong understanding of passenger-processing tasks, including check-in, boarding, gate operations, arrivals, baggage services and customer recovery.

Experience with airline departure control systems and other operational systems used in passenger handling is important, along with a track record of delivering workplace training, coaching, buddy support or competency assessments in an operational setting.

You should be confident in managing challenging customer conversations and service recovery calmly and professionally, while also being able to explain procedures clearly and give practical, constructive feedback. A solid grasp of workplace health and safety, aviation security and compliance requirements in a passenger-services environment is essential.

Strong attention to detail is needed to complete and maintain training records and documentation accurately. You should also have good communication and stakeholder-management skills, intermediate Microsoft Office and Google Suite ability, and a proactive, hands-on approach suited to a fast-moving airport environment. Leadership capability and the ability to lead by example are important, as is flexibility to work early starts, late finishes, weekends and public holidays in line with operational needs.

Preferred experience

Applicants with experience as a Passenger Services Trainer, Customer Services Trainer, Check-in Supervisor, Passenger Services Supervisor, Airport Services Officer or a senior airline customer-service employee will be viewed favourably.

Diversity and inclusion

Swissport values diversity, equal opportunity and an inclusive workplace. Qualified applicants are considered without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.