Job summary
Passenger Services Team Leaders oversee the day-to-day operations of the passenger services team, ensuring a smooth, safe, and customer focused experience for all passengers. They coordinate check-in, boarding, and arrival processes while leading and supporting frontline staff to deliver excellent service and achieve operational targets.
Roles responsibilities
- Supervise and support passenger services agents during check-in, boarding, and arrival processes
- Ensure compliance with airline, airport, and safety regulations
- Resolve passenger issues and escalate complex cases appropriately
- Coordinate with ground handling, security, and airline teams to support timely flight departures
- Monitor team performance and provide on-the-job coaching and feedback
- Prepare shift reports and communicate operational updates to management
Technical skills
- Proficient in airline departure control systems (DCS) and check-in platforms
- Knowledge of airport security requirements and passenger screening procedures
- Familiar with boarding gate systems and flight information display systems (FIDS)
- Understanding of baggage tracing systems and lost and found protocols
- Ability to interpret and apply airline and airport operational policies effectively
Soft skills
- Strong leadership and team coordination abilities
- Excellent communication and conflict resolution skills
- High level of customer service orientation
- Ability to remain calm and make sound decisions under pressure
- Organised, proactive, and adaptable in a fast-paced environment
You’ll love this job if you enjoy…
- Leading a high-energy team in a dynamic airport environment
- Being the go-to person to keep operations running smoothly
- Supporting passengers through their journey with empathy and efficiency
- Solving operational challenges in real time
- Working in a role where every day brings something new
- Staying active, hands-on, and always one step ahead
A day in the life
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