Customer Service and Ground Operations Team Leader Role
This is an exciting opportunity to join the INFLITE Group as a Customer Service and Ground Operations Team Leader. In this full-time role based in Aoraki Mount Cook Canterbury, you will be responsible for leading a team to deliver exceptional customer service and efficient ground operations for our guests. The role is critical to ensuring the smooth running of our tourism business and contributing to its continued growth and success.
What you'll be doing
1. Manage and lead a team of customer service and ground operations personnel to deliver exceptional customer experiences.
2. Oversee all aspects of ground operations, including but not limited to check-in, flight manifests, flight following, scheduling aircraft and pilots, flight dispatch, loading and unloading aircraft, and fueling aircraft.
3. Oversee the booking system and websites to ensure everything is up to date and functioning correctly.
4. Rostering the Front of House and Ground Crew team to align with operational needs.
5. Ensure compliance with all safety and security protocols.
6. Liaise with other departments to coordinate logistics and address any customer issues or concerns.
7. Foster a positive and collaborative team culture.
8. Provide training and development opportunities for team members.
9. Contribute to the continuous improvement of our customer service and ground operations processes.
10. Oversee staff training for new front of house and ground staff.
11. Ensure all daily pre-start and close of day operations are carried out in accordance with company procedures.
12. Work with the management team to monitor and track load efficiency so that productivity is maximized.
13. Work with management to improve technology and systems at the base to gain efficiencies and improve data collection and monitoring.
14. Order fuel for base as and when required.
15. Complete end of month reconciliations.
16. Oversee end of month invoicing flights.
17. Be the first point of contact for anything base related.
18. Liaise with marketing team for base related promotions or corrections.
What we're looking for
1. Proven experience (2 years min) in a customer service and ground operations leadership role, preferably within the aviation tourism industry.
2. Strong organizational and problem-solving skills, with the ability to work effectively under pressure.
3. Excellent communication and interpersonal skills, with a demonstrated ability to lead and motivate a team.
4. Thorough understanding of safety and security protocols in a tourism or aviation environment.
5. Flexibility to work a variety of shifts, including weekends and public holidays.
What we offer
1. Stunning work location.
2. Supportive and collaborative work environment.
3. Opportunities for career advancement within the INFLITE Group.
About us
INFLITE Group is a leading provider of tourism and aviation services in New Zealand. With a reputation for excellence, we offer a range of experiences that showcase the natural beauty and rich cultural heritage of Aotearoa. Our team is passionate about delivering exceptional customer service and creating unforgettable memories for our guests.
Apply now for this exciting opportunity to join our team!
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