JOB DESCRIPTION

1. / JOB TITLE: / Passenger Services Training Officer
NQY/JD/TERM014
2. / HOURS: / 28 hours (seasonal variance subject to training needs analysis and external recruitment programme)
3. / RESPONSIBLE TO: / Passenger and Customer Service Manager
4. / DIRECT SUPERVISORY RESPONSIBILITY FOR: Nil
INDIRECT SUPERVISORY RESPONSIBILITY FOR: Nil
5. / IMPORTANT FUNCTIONAL RELATIONSHIPS INTERNAL TO INCLUDE:
Passenger and Customer Service Manager, Passenger Service supervisors, passenger service agents, Airside Operations Controller, Airside Manager, Security Manager, Airport Safety Analyst, Business administration and Senior Airport Fire Officer.
EXTERNAL TO INCLUDE: Passengers, Control Authorities, Airline partners, specialist training providers and regulatory bodies.
6. / MAIN PURPOSE OF JOB:
Reporting to the Passenger and Customer Service Manager, the passenger services training officer is responsible for the departmental staff training programme.
The training programme will cover both initial training and proficiency checks that will be designed and maintained to meet the requirements as laid down within European Agency Safety Agency (EASA) ADR.OR.OPS.B.10, airline and company standards.
Given the nature of the business, a flexible approach to roster start and end times is essential to ensure the training programme can be delivered.
7. / MAIN DUTIES AND RESPONSIBILITIES:
7.1
7.2 / ·  To ensure a training syllabus is in place for the Passenger and Customer Service Manager, Passenger and Customer Service Supervisors and Passenger Service Agents
·  To ensure that all training is planned and delivered in accordance with national occupational standards.
7.3 / ·  To keep the Passenger and Customer Service Manager informed of all training issues including performance or changes in company and airline procedures
7.4 / ·  To keep comprehensive and accurate training records both on the red kite database and in personnel individual training files
7.5 / ·  To be fully compliant with airline terms and conditions and company procedures relating to the Passenger Services role
7.6 / ·  To arrange, where necessary, external training support for Passenger Service agents as agreed with the Passenger and Customer Service Manager
7.7
7.8 / ·  To carry out any remedial training as requested by the Passenger and Customer Service Manager and/or Supervisors to agreed timescales
·  To coordinate the annual training induction programme for seasonal staff
7.9
7.10 / ·  To assist other departmental training needs where work load dictates
·  In the event of unforeseen absence, to undertake the Passenger and Customer Service supervisor role
8. / RULES AND PROCEDURES
8.1 / To be aware of and adhere to applicable rules, regulations, legislation and procedures e.g. Equal Opportunities Policy, Code of Conduct, national legislation (Health & Safety, Data Protection).
8.2 / To maintain confidentiality of information acquired in the course of undertaking duties for the department.
8.3 / To be responsible for your own self-development, undertaking training as appropriate. This may include training being undertaken at other locations
8.4 / To undertake other duties appropriate to the grading of the post, as required.

Job Description prepared by: Heather Sturt (Passenger and Customer Service Manager)

Date prepared: 15.09.16