Role Introduction

Key Responsibilities

Support service excellence representatives in holding constructive performance discussions and arranging feedback and coaching for cabin crew

Complete crew performance measures, help resolve appeals and coordinate performance improvement and onboard support

Prepare crew recognition and rewards in line with company policies, and support engagement and development activities

Assist with investigations and disciplinary discussions, implement resolutions where necessary, and counsel crew on required standards

Provide support on crew well-being, leave and attendance matters

Analyse crew performance and customer data, monitor engagement and success measures, and report development opportunities to managers

Investigate referred passenger-feedback, on-time-performance and inflight-inventory discrepancies, including coaching or escalation where needed

Assist with the recruitment, onboarding, training and development of service excellence representatives

Plan and roster lead representatives, contribute to ground and onboard manpower planning, and work with Cabin Crew Management on development programmes

Support day-to-day line activities and operational disruption response

Requirements

Minimum 5 years of relevant work experience in the airline industry

Tertiary education

Knowledge of the cabin crew operational environment and culture

Strong spoken and written English, with good communication and interpersonal skills

Computer literacy, including Excel, PowerPoint and Microsoft Word

Good analytical, planning and organisational skills, with the ability to work independently and manage stress

Excellent teamwork, self-motivation and the ability to challenge the status quo and implement change