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