Star Aviation is Australia's most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports. We pride ourselves on being big enough to manage, yet small enough to care!

As the Customer Service Supervisor, you will play a key leadership role in driving safety, service, and operational excellence. You will oversee all customer service functions for our client airline, ensuring every interaction reflects professionalism and care. From coaching and supporting your team to managing on-the-ground performance and resolving customer concerns, you will lead by example.

You will also liaise confidently with airport authorities, government agencies, airline representatives, and ground service providers to ensure protected, smooth, and productive operations every day.

Key Responsibilities
Oversee the customer service functions of the client airlines
First level performance management of staff and customer issues
Engage with airport authorities, government agencies, airline representatives and other ground service providers
Monitor and evaluate the customer service delivery process and make recommendations for improvements
Collect and reconcile airline revenue as per airline requirements
Manage and motivate a team of customer service agents




Develop and implement policies and procedures to ensure consistent and efficient customer service delivery
Provide training and development opportunities to customer service staff
Monitor and maintain compliance with company and regulatory requirements
Assisting passengers that require wheelchair assistance (using wheelchairs or E-caddy’s and safely operate any lifting equipment such as Eagle Hoists)
Operate and utilise equipment such as Aerobridges, disabled passenger lifts, passenger assistance devices
Maintain effective communication with other departments and stakeholders
Other duties as assigned

Essential Skills & Experience
Excellent organisation & time management skills
Strong ability to multi-task, prioritise and meet deadlines
Customer focused to deliver exceptional service
Ability to adapt to changing priorities and situations
Able to work well in a fast-paced team environment
Awareness of EEO, Anti-Discrimination & Harassment legislation
Health and Safety Training
Secure Manual Handling Practices
Proficient in report writing, in plain and clear English
Intermediate skills for Microsoft Office Suite
Capable of using ground to ground and ground to air radio equipment

📌 Western Sydney International Airport Customer Service Supervisor Luddenham (Australia)
🏢 Star Aviation Services
📍 Australia