Canberra Airport - Customer Service Supervisor
Posted: 31/10/2025
Closing Date: 01/12/2025
Job Type: Permanent - Part Time
Location: Canberra (CBR)
Job Category: Customer Service
With us, you’ll experience the scale of working with Australia’s leading airlines, while still being part of a business that treats you like an individual.
Every shift is about keeping the skies safe, keeping Australia’s airports moving and making travel journeys memorable for passengers.
Our values are at the heart of everything we do, and we’re excited to welcome people who share them. When we work with those who live our values every day, we strengthen and protect the great culture that defines Star Aviation, ensuring it continues to deliver exceptional results for our people, our partners, and our passengers.
How we support you
We’ll support your growth with ongoing career training and development through our in‑house programs, and you’ll also enjoy access to discounts and benefits across travel, retail, lifestyle and more – from partners like SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many others.
Job Description
About the job:
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‑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 safe, smooth, and efficient operations every day.
Your work will include:
- 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
Desired Skills and Experience
We’re looking for someone who is highly competent and has previous experience in the operational requirements of ground handling across above wing operations and has strong leadership and interpersonal skills. To succeed, you'll need to be able to manage, motivate and lead teams, excellent time management skills, work in a fast‑paced workplace and be customer focused in your service.
Mandatory requirement
The role requires the ability to obtain and maintain an Aviation Security Identification Card (ASIC). To be eligible, you must hold valid photo identification and successfully meet all background and security clearance requirements.
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