Terminal Coordinator

Join our dynamic team at Melbourne Airport! As a Terminal Coordinator, you’ll play a pivotal role in shaping the future of aviation. From check-in to VIP facilitation, you’ll be part of an exciting journey as we expand and innovate, creating unparalleled opportunities for growth and excellence.

Join us in shaping the future of aviation as we propel Melbourne Airport towards becoming Australia's favourite Airport destination!

The role is one year full-time fixed term opportunity for maternity leave cover. The focus areas of this role include check-in, security screening, primary line processing, busing operations, aircraft boarding and disembarkation, baggage system and delivery, secondary examination and general presentation and facility availability.

The role will require effective implementation for the plan, review operating model, coordinating the "day of operation" activities and performance of a range of service providers, developing and implementing communication plans and maintaining excellent relationships with customers and stakeholders.

Melbourne Airport is at the forefront of a dynamic expansion, poised to support the city's ascent to become Australia’s largest city within the next decade. As we soar towards new heights, we're embarking on ambitious projects, including the development of a third runway, state-of-the-art terminals and major business park projects creating unparalleled opportunities for growth and innovation.

At Melbourne Airport we are committed to fostering an inclusive workplace where all employees are valued, respected, and empowered to succeed. We believe that diverse perspectives drive innovation and creativity!

Key responsibilities:

The role's duties and accountabilities include, but are not limited to:

• Develop, implement and review traveller facilitation, customer experience and operational plans, procedures and processes.
• Identify targeted metrics including waiting times, flow rate and customer experience standards.
• Respond to situations where target standards are not being met.
• Leads VIP facilitation planning with relevant stakeholders and coordinates on the day delivery.
• Ensure customer experience and operational initiatives support revenue growth were possible.
• Respond to incidents and issues (including medical, hazards, security and fire & life safety)
• Conduct incident reporting, investigation and follow up.
• Ensure the alignment of key service providers. Guides and coordinates resources to deliver targeted outcomes.
• Review service provider performance versus plan and contract and responds appropriately including through performance management techniques.
• Develop, implement and review safety, risk and security plans, procedures and processes..
• Review safety and security performance against targets and develop action plans to drive continuous improvement.
• Participate in safety audits and respond to findings where appropriate.
• Maintain working knowledge and familiarisation of Airport Emergency Plan (AEP), Terminal Evacuation Plan (TEP), and Crisis Management Plan (CMP) including in regards to actual role under these plans.
• Undertake role of Deputy Chief Warden.
• Develop, implement and review customer and stakeholder communication plans.
• Ensure operational and customer experience plans are effectively communicated to service providers.
• Respond to customer and stakeholder feedback in accordance with established protocols.
• Report on customer and stakeholder feedback and ensure it is considered in action planning and improvement initiatives.
• Consults effectively and respects the views of others.

The successful candidate will have:

• Relevant experience in an Airport or Aviation field
• High-level customer service skills
• Proficient in Airport safety regulations and requirements
• First Aid experience preferred
• Advanced skills in Microsoft suite of programs
• Well developed written and verbal communication skills
• Proficient in analysing trends relating to service levels
• Advanced experience in developing action plans to drive continuous improvement
• Proficient in contract management
• Proficient in ability to build/develop aligned and motivated teams of operational staff from a range of organisations

The successful candidate will be accountable for the delivery of a safe, secure, compliant and planned operation that delivers targeted customer service and customer experience standards by rigorously driving operational, traveler facilitation and presentation standards across the terminals.

About the Company:

Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace. We are committed to creating connections that matter and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming Australia's favourite Airport destination. Currently, in an exciting phase of change, we are delivering rewarding career opportunities, making Melbourne Airport a dynamic and fast-paced place to work for our people.

APAC is a majority Australian-owned private company that also operates Launceston Airport, the tourism gateway to Tasmania and an industry multi-award-winning airport.

Culture and Values:

By joining the team at Melbourne Airport, you will work within a friendly, high-performance culture with a focus on our people and their development.

Our vision is to become Australia's favourite Airport destination and our people are paramount to achieving this success. We provide a supportive environment, with values that encourage all of our employees to Be You, Think Big, Own it and Work Together.

Benefits:

• Access to airport car parking 24 hours/365 days a year for both business and personal use
• Airport Holiday, an additional day of leave
• Wellness Day, a further additional day of leave
• Discounted onsite childcare at Creative Garden Early Learning
• Mental health and well-being initiatives
• Employee Assistance Program (EAP)
• Career and professional development
• Active social culture and participation in a range of social impact days and activities
• Signature Experiences including an airfield family day, and kids’ footy day
• Access to an employee benefits scheme including access to corporate rates and airport retailer discounts (including SkyBus)

APAC is committed to weaving Diversity into our DNA. We believe that Diversity and Inclusion will help us realise our greatest potential as a company, and maximise the potential of all our team members. We strive to create a culture where our team members understand that each individual is unique and that embracing diversity makes us more flexible, productive, and creative.

APAC provides equal opportunity and advancement in employment regardless of gender, age, sexual orientation, race, ethnicity, cultural background, caring responsibilities, disability or socioeconomic background. We encourage applications from candidates of all backgrounds who share our workplace values of Being You, Thinking Big, Owning It and Working Together.