Company Description
MAKE IT AMAZING
At Sydney Airport, the future of air travel is shaped by you.
As a team, we connect the world. More than just a hub of activity and boundless energy, we’re creating a destination of amazing experiences. Like seeing wonderful moments unfold in front of you, knowing “I made that possible!”.
Dynamic. Fast-paced. We thrive in a place where fresh challenges land daily. Backed by positive and supportive team players and inspiring leaders, we adapt to change. Driven to grow. Owning every action. To do things better.
As smart, problem-solvers, we are always learning and growing. And that’s easier to do alongside passionate experts, as we collaborate across teams readily sharing our knowledge.
Each day is a new journey, as we bring an exciting vision to life. With significant capital investment in new, improved infrastructure, there’s never been a better time to expand your potential at Sydney Airport. The range of responsibilities and diverse pathways you can take on with us, are surprising.
We are SYD. United in the pride that comes with welcoming the world at Australia’s premier gateway.
Job Description
About the team and the role
As the largest team at SYD Airport, we influence the passengers experience from kerbside to take-off. Together, we proudly lead a world class operation that delivers memorable passenger experience every day. In a safe, secure, and seamless environment.
Reporting the Senior Manager, Passenger Experience Service Delivery, the Passenger Care Manager will be responsible for leading a small, high-performing team that supports our passengers across multiple channels.
In this role, you will have the opportunity to
- Lead & Inspire: Manage and motivate a team of Passenger Care Representatives, fostering a culture of excellence and positivity
- Passenger Focus & Performance Quality: Respond to escalated inquiries to ensure every passenger feels heard and valued, while monitoring service levels, coaching team members, and upholding our passenger experience standards.
- Operational Oversight: Manage workflows, queues, and resourcing to ensure optimal response times.
- Training and Rostering: Support team growth through tailored training, mentoring, and continuous learning, as well as maximising efficiencies in rostering
- Insights & Reporting: Analyse feedback and performance data to identify trends and improve processes, and provide regular reports for the business, and management
- Cross-Functional Collaboration: Work closely with departments across SYD to align on goals and resolve issues swiftly, and accurately
About you
- 7 + years' experience in a call centre or customer service environment along with experience in a leadership role managing high performing teams
- Demonstrated experience with Salesforce CRM, Customer Service/Call Centre platforms, Microsoft Packages & other relevant CRM's
- Exceptional written and verbal communication skills, with the ability to present complex data effectively in presentations and reports.
- Maintain a calm, solution-focused mindset with a passion for people and service excellence, while fostering a positive team culture through coaching, development and continuous improvement.
What we offer
To find out more about the amazing work environment here at SYD, be sure to check out the Join us section of Sydney Airport’s website, where you can also see more about our flexible culture and work practices, alongside our other Employee benefits, or take a look at our LinkedIn Sydney Airport: Life page.
Make it Amazing
SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including First Nations Australians, and people from culturally diverse backgrounds.