The Ground Operations Controller is a key player within our Operations Control Centre and is responsible for managing and coordinating flight disruptions, acting as a central escalation point for airport teams and ensuring clear, concise and up-to-date communications with staff and customers about events affecting their journey are distributed in a timely manner.
The Ground Operations Controller works on a shift pattern within the OCC with shifts starting from 05:00 each day.
· Managing Disruptions: Serve as a central escalation point for customer issues arising from flight disruptions, irregularities, queries and critical system outages.
· Customer Recovery: work with operations to determine ideal customer recovery plans, balancing the needs of the customer with operational considerations and costs.
· Communication: A crucial aspect is to ensure that front-line staff, contact centres, and customers are continuously informed about events that may impact their journey.
· Communication: A crucial aspect is to ensure that front-line staff, contact centres, and customers are continuously informed about events that may impact their journey.
· Collaboration: The role involves working closely with the wider Operations team to ensure the best outcomes for customers and to get them to their destination.
· Policy and Procedure: This position also handles escalations related to policies and procedures affecting customers.
· Ensure that Emerald policies, procedures and contractual agreements are being adhered to by ground handling service providers
· Identify, highlight and help resolve areas of under-performance by airports and ground handling service providers.
· Coordinate and produce informative reports on key performance areas such as punctuality, customer service issues, ancillary revenues, and safety and security.
· Authorisation of invoices for ad-hoc ground handling
· General OCC administration duties and ad-hoc reporting
· Support the wider team and customers with travel arrangements, surface transport and HOTAC bookings
· Strong organisational and time management skills
· Strong technical and problem-solving ability
· Excellent communication skills across all levels
· Initiative, self-direction and motivation
· Knowledge of PDC / PPS / ASTRAL advantageous
At Emerald Airlines, we are committed to creating a diverse and inclusive work environment where people are valued for their skills, experiences, and unique perspectives. Integrated into our core values is our commitment to diversity and inclusion. We believe that a diverse workforce is central to our success. We’re friends, we’re teammates, we’re collaborators, we’re all hands on deck.
