Western Sydney International Airport - Customer Service Supervisor

Star Aviation is Australia's most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports. We pride ourselves on being big enough to manage, yet small enough to care!

As the Customer Service Supervisor, you will play a key leadership role in driving safety, service, and operational excellence. You will oversee all customer service functions for our client airline, ensuring every interaction reflects professionalism and care. From coaching and supporting your team to managing on-the-ground performance and resolving customer concerns, you will lead by example. You will also liaise confidently with airport authorities, government agencies, airline representatives, and ground service providers to ensure safe, smooth, and efficient operations every day. 

Key Responsibilities

• Oversee the customer service functions of the client airlines 

• First level performance management of staff and customer issues 

• Engage with airport authorities, government agencies, airline representatives and other ground service providers 

• Monitor and evaluate the customer service delivery process and make recommendations for improvements 

• Collect and reconcile airline revenue as per airline requirements   

• Manage and motivate a team of customer service agents 

• Develop and implement policies and procedures to ensure consistent and efficient customer service delivery 

• Provide training and development opportunities to customer service staff 

• Monitor and maintain compliance with company and regulatory requirements 

• Assisting passengers that require wheelchair assistance (using wheelchairs or E-caddy’s and safely operate any lifting equipment such as Eagle Hoists) 

• Operate and utilise equipment such as Aerobridges, disabled passenger lifts, passenger assistance devices   

• Maintain effective communication with other departments and stakeholders 

• Other duties as assigned 

Essential Skills & Experience

• Excellent organisation & time management skills 

• Strong ability to multi-task, prioritise and meet deadlines 

• Customer focused to deliver exceptional service 

• Ability to adapt to changing priorities and situations 

• Able to work well in a fast-paced team environment 

• Awareness of EEO, Anti-Discrimination & Harassment legislation 

• Health and Safety Training 

• Safe Manual Handling Practices  

• Proficient in report writing, in plain and clear English 

• Intermediate skills for Microsoft Office Suite 

• Capable of using ground to ground and ground to air radio equipment