Reference Number: CTSS0002

To provide safe, secure efficient and customer friendly service whilst processing, loading, offloading flight passengers, baggage, cargo including aircraft cleaning and documentation preparation in accordance with   Standard Operating Procedures (SOPs) and Customer Airlines’ Service Level Agreements (SLAs).

The position aids with preparation of passenger documentation. In the case of complex customer requests, he/she escalates them to senior officers.

1.1   Principal Responsibilities and Accountabilities (Key Performance Areas)

1.1.1         Provision of Quality Passenger Services, Handling and Supervision

  • Handle complex customer issues regarding irregular flight operations. Resolve exceptional customer situations.
  • Highlight self-service systems and equipment flaws to initiate service improvements.
  • Develop day-to-day manpower plans for the deployment of agents and officers. Manage resources to increase efficiency of customer service operations.
  • Develop solutions in collaboration with stakeholders to augment customer service standards.
  • Monitor customer services to ensure compliance with standards and identify areas for enhancements. Investigate service disruptions and propose service recovery actions.
  • Manage and control discrepancies at the gates. Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures.
  • Recommend improvements and new processes to enhance customer services.


1.1.2         On Time Performance & Schedule Recovery

  • Plans, organises, implements and supervises ground handling activities; check-in, passenger flight embarkation/disembarkation, load control, ramp services, CIP lounge, catering services, smooth handling of VIPs/CIPs and passengers with special needs in accordance with Standard Operating Procedures (SOPs), Customer Airlines’ Ground Handling and Service Level Agreements (GHAs & SLAs).


1.1.3         Load Control and Flight Dispatch functions

Optimises collection of ground handling, excess baggage, cargo and other ancillary revenue whilst monitoring and eliminating resources wastage in the service delivery process.


1.1.4         Accuracy in baggage/cargo handling and loading services

  • Ensures reduction/elimination of inadmissible passenger fines & layover expenses including baggage & cargo claims.

·       Ensures weighing scales are serviceable and correctly calibrated always.


1.1.5         Boarding Assistance to Passengers

  • Determines priority passenger and cargo in the event of over sales/overbooking & arranges suitable alternative arrangements for offloads in accordance with SOPs and in liaison with other carriers for the smooth transfer of interline passengers and cargo.
  • Supervises and coordinates the smooth and efficient handling of flight disruptions/irregular operations ensuring that customers are kept informed always of developments in accordance with laid down SOPs.


1.1.6         Compliance with Civil Aviation Authorities ‘regulations

Prepares and compiles daily ground handling reports; Daily Flight Movement & Load Summary, Handover Log & Incidents Reports ensuring their accuracy and timely submission.

Records staff attendance register, plans operational activities, assigns staff duties and responsibilities ensuring their adherence to daily rosters.


1.1.7         Passenger Data and Documents Management

Checks to ensure that all documentation for the movement of goods and airway bills are completed accurately and in accordance with SOPs; Liaises with customs authorities and security on movement and clearance of goods and reports any suspicions to appropriate authorities.


1.1.8         Audits Compliance

Ensures security of airway bills and other security documentation; monitors and reconciles use of airway bill stock in accordance with inventory level.

Liaises with Finance on accounting matters and checks and monitors the reconciliation of receipts against sales and banking including checking sales returns.

Ensures compliance with safety, security and quality management policies and procedures in all activities undertaken to minimize unsafe incidents and accidents and conducts quality spot checks.

Maintains effective working relationships with customers, contractors, suppliers and service providers by ensuring adherence to service level agreements and contractual requirements.


1.1.9         Regulatory Compliance

Adheres to the SOPs and related regulations as stipulated by the regulator.

Achieve full compliance with applicable rules and regulations in operations and area of work (Customer Airlines Handling)



1.1   Minimum Education required

A recognized Diploma or Degree in Business Administration, Commerce, Travel & Tourism or equivalent (i.e., Recognized Industry Certificates).


1.2   Minimum Experience required

At least four years (4) post qualification experience, of which two (2) years should have been at Supervisory level in a similar role or related field.

Knowledge of Passenger & Cargo Handling as well as experience in Ground Handling Services will be an added advantage.


                                                        CLOSING DATE: 18th February 2023