Job Description

MAKE IT MEANINGFUL

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.

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

About the role

This 12-month max term contract is an exciting frontline customer service role, where you’ll be at the heart of the action, assisting contractors, airport workers, airlines, and visitors with ID cards, access passes, and lost property. Splitting your time between T1 and T2, you’ll guide stakeholders through applications, manage access requirements, and ensure compliance with regulatory standards.

This fast-paced role calls for sharp attention to detail and the ability to multitask effectively in a dynamic environment. As part of the Airport Service Centre team, you’ll provide outstanding service with professionalism, respect, and integrity, embodying Sydney Airport’s core values. Whether processing identification cards, addressing queries, or handling complaints, you’ll leave a lasting impression.

With opportunities to build strong relationships across the airport precinct and showcase your exceptional communication skills, this is your chance to shine. If you thrive on connecting with people and making a difference, we want to hear from you!

In this role, you will have the opportunity to

• Champion a customer-centric culture by fostering strong relationships with the ASC team and key airport stakeholders to enhance service delivery.
• Act as the first point of contact for customers by recording, resolving, and managing customer issues and feedback professionally using the Salesforce CRM system or other relevant platforms.
• Maintain accurate customer records and ensure interactions are consistently documented within the CRM system, providing timely updates and resolutions.
• Collaborate with relevant teams to address customer feedback, conduct investigations, and keep customers informed through their preferred communication channels, such as phone, email, or written correspondence.
• Monitor customer feedback trends and escalate emerging issues or patterns to managers, contributing to proactive problem-solving and service improvement.
• Ensure compliance with regulatory standards by verifying identity documents, processing applications, and performing data entry accurately, while contributing to the continuous improvement of policies and procedures.
  

What you will bring to the role

• Minimum of 3 years of experience in customer service, demonstrating a commitment to exceptional service, problem-solving, and conflict resolution.
• Previous experience using CRM systems such as Salesforce, as well as Microsoft Office applications and data entry systems.
• Understanding of aviation security legislation, standards, policies, and procedures – desirable.
• Excellent oral and written communication skills, with the ability to empathise with customer situations, respond appropriately, and maintain high attention to detail in security processes.
• Strong interpersonal skills for building relationships and collaborating effectively, alongside adaptability to changing environments, a solutions-focused mindset, and a positive, proactive attitude.

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.