Terminal Operations Controller
Who are we?
Queensland Airports Limited (QAL) is an accomplished airport operator which owns and operates Gold Coast, Townsville, Longreach and Mount Isa airports – connecting the Gold Coast and northern NSW, along with regional Queensland, to the rest of the country and beyond. We are an Australian-owned company with a vision to engage customers, connect communities and deliver exceptional experiences – and a commitment to delivering for the communities where we operate. With passenger numbers returning to normal levels and terminal upgrades underway, there has never been a better time to join QAL.
What you’ll contribute to
We have multiple exciting opportunities available for enthusiastic, customer focused Terminal Operations Controllers to join the Gold Coast Airport team. Each role will work approximately 27 hours per week and will report through to the Terminal Manager.
You will hold a critical role as the face of the company, providing on-floor presence, primarily within the terminal departures lounge and baggage reclaim area, with a focus on the facilitation of swing operations, queue management and passenger marshalling support.
You will have a passion for providing exceptional customer service whilst managing general customer and lost property enquiries.
To see what it is like to work here we have asked Meg a Duty Manager within our Gold Coast Airport to share her experience working here:
“After working at the Gold Coast Airport for many years I fell in love with the fast paced and exciting aviation industry. As a terminal stakeholder I had always looked up to the Terminal Duty Managers and knew that was the role I wanted to work towards. I work with a close and supportive terminal operations team. I am grateful to work for a company who continuously provides opportunities for growth and to expand not only my operational knowledge but by also allowing me to learn other areas of the business (WHS advisor). Every day in the airport environment brings something new and exciting to learn and experience.
Every day I feel so much pride and gratitude to be a part of the QAL team and to work in such an exciting and supportive environment. I have been lucky to have been given opportunities to upskill in other areas of the business and be given tasks that allow me to expand my knowledge and push me out of my comfort zone.”
How you will make an impact?
We are looking for an enthusiastic, customer focussed team player with effective communication and interpersonal skills. You will have a minimum 2 years’ experience in a customer service role in a busy operational or retail environment. Experience within the aviation industry is desired, but not essential.
You will be highly motivated, with the ability to work independently to complete multiple tasks with minimal supervision, whilst working collaboratively with the team and stakeholders.
Your problem-solving skills, time management and ability to deal with difficult situations will add to your success in the role.
You will hold a current first aid certificate and have a natural ability to remain calm in a busy and fast-paced environment.
Key deliverables/responsibilities include, but are not limited to:
Manage queuing at boarding gates and security checkpoints as required.
Monitor, facilitate and communicate the swing operation of terminal areas as required.
Provide marshalling guidance to passengers on tarmac as required.
Lost Property management including enquiries, registration and collection processes.
Hidden Disability program administration including enquiries and lanyard distribution.
Provide guidance and assistance to customers and terminal users.
Provide accurate and timely information regarding Gold Coast Airport’s services and facilities.
Monitor customer service standards and presentation of facilities, initiate remedial action to ensure standards are maintained.
Provide initial first aid response for terminal medical incidents.
Provide support as directed by the Terminal Manager or Duty Manager during an emergency incident.
What we offer you?
This is an opportunity to be part of a progressive organisation with a great culture and assist in the transformation and growth of the business. Flexible working options are available for all employees. At QAL, we uphold the philosophy that the smooth integration of life and work benefits all. We call it Living Well.
If you are interested in this role and would like to explore in more detail the key responsibilities, please obtain the role description at: https://www.qldairports.com.au/careers/home
QAL supports an inclusive approach and values diversity within the workplace. We aim to provide opportunities that allow individuals to reach their full potential regardless of their background, gender, age, work status, religious or cultural identity. Aboriginal and Torres Strait Islander peoples are encouraged to apply
The successful candidate will be required to adhere to QAL’s Drug and Alcohol Management Plan (DAMP, which includes pre-employment Drug and Alcohol Testing, and have the ability to obtain an Aviation Security Identification Card (ASIC).
To apply please head over to our Careers page.