Customer Experience, Access And Inclusion Specialist

Adelaide Airport Ltd (AAL) is an internationally recognised and award-winning employer of choice in the dynamic aviation environment. The gateway to South Australia, Adelaide Airport is the fifth-largest airport in Australia and is committed to on-going developments that seamlessly connect the world to South Australia. It is an un-listed public company owned by long term superannuation funds.

AAL is a major business centre and is executing its vision to be a globally connected, next generation hub offering a unique sense of place to its partners. AAL has recently announced $1billion in capital investment over the next five years, covering both significant aviation and technology infrastructure upgrades in addition to some exciting commercial property developments across both our Adelaide and Parafield Airport sites. 

AAL employs a highly engaged workforce recognised for delivering exceptional outcomes. Identifying, supporting and encouraging leadership and innovation, AAL is a proven leader in sustainability, supporting diversity and Inclusion and offering flexible workplace arrangements.

About the role

Reporting to the Customer Experience Manager, the Customer Experience, Access and Inclusion Specialist is an integral part of the airport's Customer Experience team, dedicated to ensuring equal Access and a positive experience for all passengers, including those with disabilities and diverse needs. In this role, you will be responsible for developing and implementing initiatives that promote accessibility, inclusivity, and exceptional customer service throughout the airport.

Your primary focus will be on enhancing the overall travel experience for our customers, with an emphasis on those individuals with disabilities, while also addressing the needs of other vulnerable or underserved passenger groups. 

Key responsibilities include:

• Access and Inclusion program development – develop and implement Access and Inclusion programs, policies and procedures.
• Customer support and assistance – enhance responsiveness and drive continuous improvement at Adelaide Airport, serving as a point of contact for passengers with disabilities.
• Training and awareness – promoting accessibility for all, through the implementation of Adelaide Airport’s Disability Facilitation Plan, including the Hidden Disabilities Program and Adelaide Airport’s Special Assistance Dog, Elmo. 
• Fostering collaborative partnerships with disability advocacy organisations, community groups, airlines, ground handling companies and relevant government agencies.
• Monitoring and maintaining accessibility reporting to develop metrics and evaluation methods to measure effectiveness of access of inclusion programs and services at Adelaide Airport.

The person

You will have a background in delivering excellent customer service, particularly to those with diverse needs. You will have exceptional interpersonal skills and the ability to communicate, negotiate and influence people at all levels to deliver customer driven improvements. You are well-groomed with strong verbal and written communication skills.

People with a lived disability are encouraged to apply.

Skills and experience: 

• Experience in the delivery of excellent customer service to a wide range of corporate and travel related customers in particular those with disabilities and diverse needs.
• Knowledge of disability rights, accessibility regulations (e.g., ADA, ACAA), and best practices for serving individuals with disabilities.
• Ability to work flexible hours, including, on occasion, weekends and holidays, to accommodate the needs of passengers.

Benefits:

• Flexible, part-time working hours – 30 hours per week
• Competitive remuneration 
• Be a part of a friendly and supportive working environment 

How to apply

If you are looking for a rewarding role in an exciting organisation that values its inclusive culture and people, then please apply with your latest Resume and Cover Letter through the AAL Candidate Portal:

https://adelaideairport-hr.secure.force.com/recruit/fRecruit__ApplyJob?vacancyNo=VN217